service adviser

<p><b>Job Posting: Bilingual Customer Experience Specialist </b></p><p>Join RigCraftor and help transform the transportation industry!<br><br></p><b>About RigCraftor</b><p>At RigCraftor, we design and manufacture innovative solutions that improve safety, efficiency, and longevity for workers across the logistics chain.</p><p>Our mission is clear: to make the transportation industry safer and enable logistics professionals to reach their full potential.</p><p>We're growing quickly and are at a pivotal stage where every customer interaction directly impacts our reputation, customer loyalty, and future growth.</p><p></p><b>Your Mission</b><p>We're not looking for someone to simply "answer support tickets."</p><p>We're looking for someone who takes ownership of the entire customer experience?from the first interaction through complete resolution.</p><p>Your role is to become our customers' trusted point of contact. Understand their needs quickly, solve problems efficiently, and turn every interaction into a positive experience.</p><p>At RigCraftor, customer service isn't just a support function?it's a competitive advantage that directly influences our reputation, customer loyalty, and growth.</p><p></p><b>Your Responsibilities<br><br></b>Customer Support<ul><li>Respond to customer inquiries by phone, email, and chat (Shopify, Amazon, Zoho Desk).</li><li>Quickly identify customer needs and manage each case through to resolution.</li><li>Process returns, exchanges, refunds, and credits according to company policies.</li><li>Handle difficult situations with professionalism, empathy, and sound judgment.</li><li>Recommend the right products and solutions based on customer needs.</li></ul>Order & Shipping Management<ul><li>Monitor Shopify and Amazon orders and proactively communicate updates to customers.</li><li>Resolve shipping exceptions (delays, lost packages, fulfillment errors) with carriers and our 3PL partners.</li><li>Escalate complex cases to management with a clear summary of the situation and actions already taken.</li></ul>Internal Collaboration & Continuous Improvement<ul><li>Keep customer records up to date in Zoho Desk, Shopify, and Amazon.</li><li>Identify recurring trends and share insights to improve our products, processes, and customer experience.</li><li>Contribute to continuous improvement by recommending solutions and updating procedures when needed.</li><li>Track key customer service metrics (ticket volume, response times, outstanding cases).</li><li>And when needed, roll up your sleeves?because at RigCraftor, everyone contributes.</li></ul><p></p><b>Your Profile</b><p>You're comfortable communicating in both English and French, verbally and in writing. You quickly understand situations and find practical solutions.</p><p>You can manage multiple priorities, stay organized under pressure, and keep moving things forward. When you take ownership of a problem, you make sure it gets resolved.</p><p>You genuinely enjoy helping people, and it shows in every interaction. Our customers notice the difference.</p><strong>What We're Looking For:</strong><ul><li>Excellent bilingual communication skills in English and French (spoken and written).</li><li>1?5 years of customer service experience in a B2B, B2C, or e-commerce environment.</li><li>Strong communication and problem-solving skills.</li><li>Ability to manage multiple cases simultaneously in a fast-paced environment.</li><li>Experience using a ticketing or customer support platform (major asset).</li><li>Experience with Shopify or another e-commerce platform (major asset).</li><li>Comfortable using digital tools (email, CRM, spreadsheets, etc.).</li><li>Strong organizational skills, attention to detail, and ability to prioritize.</li></ul><b><br>What We Offer</b><p>We offer a role where your work makes a real difference.</p><p>Every satisfied customer directly contributes to RigCraftor's reputation and growth.</p><p>You'll work at the heart of our operations alongside

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Sep 12, 2026