Customer Service Specialist – Bilingual

Job summary

Process customer orders and inquiries, manage returns, and research parts, inventory, and pricing using the warehouse management system. Build long-term customer relationships, provide product and shipping information, identify upselling opportunities, and collaborate with management and sales to improve service and efficiency.

Job details

Job Description TW, Canada’s leading distributor of parts and accessories for the diesel engine and heavy equipment markets, is seeking a Bilingual Customer Service Specialist (English/French) to join our team in Mississauga, Ontario. Our Customer Service team is committed to delivering exceptional support to customers. We are looking for a friendly, resourceful, and knowledgeable professional who can provide accurate product information, responsive service, and effective solutions. Salary Range: $49,100 – $53,300 annually, commensurate with experience and qualifications. Key Responsibilities Process a high volume of customer orders and inquiries by phone and email in a professional and courteous manner. Manage product returns and provide the information needed to ensure an accurate and seamless process. Research parts, inventory availability, and pricing through the warehouse management system (WMS), while documenting lost sales and their causes. Partner with management and sales teams to improve efficiencies, uphold company policies, and support evolving business needs. Develop expertise in products and solutions to confidently respond to questions related to products, pricing, and shipping. Build productive, long-term customer relationships, anticipate customer needs, and identify relevant upselling opportunities. Complete special projects and other duties as assigned. Requirements To join our team, you must, among other things: Bilingual in English and French, both written and spoken, to support customers and colleagues across Canada. Two or more years of customer service or related experience. Strong organizational skills and a customer-focused approach. Intermediate proficiency with Microsoft Office Suite. Ability to address customer concerns effectively and de-escalate challenging situations. Knowledge of the heavy vehicle parts market, or related industry experience, is an asset.

What you’ll do

Process customer orders and inquiries, manage returns, and research parts, inventory, and pricing using the warehouse management system. Build long-term customer relationships, provide product and shipping information, identify upselling opportunities, and collaborate with management and sales to improve service and efficiency.

Requirements

Applicants must be fluent in written and spoken English and French and have at least two years of customer service or related experience. Strong organizational and customer service skills, intermediate Microsoft Office proficiency, and the ability to resolve concerns and de-escalate challenging situations are required; heavy vehicle parts industry knowledge is an asset.

Listed skills

• Customer service · Preferred
• Microsoft Office · Preferred
• Upselling · Preferred
• Organization · Preferred
• Product Knowledge · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual English and French
• Customer Service
• Order Processing
• Customer Inquiry Management
• Returns Management
• Product Research
• Inventory Research
• Pricing Research
• Warehouse Management Systems
• Microsoft Office
• Customer Relationship Management
• Upselling
• De-escalation
• Organization
• Product Knowledge
• Written and Verbal Communication

Job areas

• Customer Service & Support
• Sales
• Logistics
• Transportation

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