Mier Recruitment is hiring!
Job Title: Bilingual Customer Support Representative – Order Administration
Location: Peel Region, ON
Job Type: Permanent, Full-Time
Salary: $50,000–$60,000/year
Work Model: In Office
This posting is for an existing vacancy.
Our client in Mississauga, Ontario, is actively seeking a Bilingual Customer Support Representative – Order Administration to join their team.
Position Overview:
Reporting to the Manager, Customer Support, the Bilingual Customer Support Representative will be responsible for the efficient management of reception and help desk functions while providing support to the Quebec team. This role serves as the primary point of contact for both French- and English-speaking customers requiring assistance following product installation or initial purchase.
The successful candidate will assess customer inquiries, provide immediate support when possible, and coordinate with internal departments, including Operations, Training, Technical Support, and Sales, to ensure timely resolution and exceptional customer service.
Key Responsibilities:
Customer Service & Help Desk Support
- Serve as the first point of contact for French- and English-speaking customers.
- Answer incoming calls and respond to customer inquiries in a professional and timely manner.
- Triage customer issues and direct requests to the appropriate department, including Operations, Training, Technical Support, or Sales.
- Generate and manage work order numbers for technical service requests, ensuring cases remain open until customer satisfaction is achieved.
- Coordinate customer requests to ensure timely service delivery and effective communication.
- Proactively identify and resolve customer service issues.
- Provide regular updates to customers regarding order status and service requests.
- Continuously seek opportunities to improve customer service levels and customer satisfaction.
Order Administration:
- Process sales orders, including smallwares and replacement parts orders.
- Manage and monitor order flow to ensure timely processing and fulfillment.
- Enter work orders for service technicians and track completion through internal software systems.
- Update software systems, contracts, pricing information, and customer records as required.
- Manage and triage the customer support email inbox.
- Provide parts drawings, quotations, product inquiries, and pricing information for Quebec customers.
- Prepare and maintain reports related to Quebec contracts, including Sigma Santé reporting requirements.
Team Support & Collaboration:
- Assist the Client Services team with large project planning and coordination as required.
- Track service technician work orders through completion and closeout.
- Communicate updates regarding order processes, procedures, and minimum requirements to internal teams.
- Support onboarding and training initiatives for new employees across departments.
- Act as a backup resource for the Quebec Inside Sales team when required.
Qualifications:
- Fluency in both French and English (spoken and written) is required.
- Previous customer service, order administration, or help desk experience is preferred.
- Strong communication and interpersonal skills.
- Excellent organizational and multitasking abilities.
- Strong problem-solving and customer-focused mindset.
- Proficiency with Microsoft Office and order management or CRM software systems.
- Ability to work effectively both independently and as part of a team.
- Detail-oriented with strong follow-through and accountability.
- Experience supportiburlong customers in a technical, service, manufacturing, or distribution environment is considered an asset.
Additional Information:
This position reports directly to the Manager, Customer Support. Additional duties and responsibilities may be assigned from time to time based on business needs.
How to Apply:
If you meet the above qualifications, please submit your resume. Please note that while we appreciate all applications, only those being considered will be contacted.
