Description The Carlstar Group, a division of Titan International, has an opening for an Bilingual (English/French) Customer Experience Representative role within the Waterloo, ON corporate office. This role will be responsible for supporting customer service inquiries and providing exceptional customer service by answering inquiries, resolving issues, and providing information regarding projects and services. This role will report directly to Director of Sales Canada.

Essential Responsibilities

• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.
• Resolve product or service issues by identifying the cause and offering effective solutions.
• Maintain accurate records of customer interactions and transactions.
• Escalate unresolved issues to appropriate internal teams.
• Stay informed on product knowledge and company policies.
• Assist in creating and scheduling content for social media platforms (e.g., Facebook, Instagram, LinkedIn, X).
• Monitor and respond to customer comments and messages on social media.
• Support marketing campaigns by gathering customer feedback and insights.
• Collaborate with the marketing team to promote new products, services, and events.
• Track engagement metrics and report on social media performance.

Qualifications Required Knowledge and Experience:

• Completion of secondary school required; post-secondary education in marketing, communications or related field preferred
• 2+ years of experience with B2B Customer Service required.
• Fluency in English and conversational French required.
• Strong attention to detail and excellent problem-solving skills required
• Strong customer focus and service orientation and interpersonal skills required
• Strong written and verbal communication skills required
• Proficiency in Microsoft office required and social media tools strongly preferred
• Working knowledge of JD Edwards software is considered an asset as is Salesforce