Bilingual Customer Experience Representative (Contract)

Job summary

Support customers with orders, claims, product information, website questions, and issue resolution across phone, fax, email, and electronic channels. Maintain accurate customer and order records, process order-related activities, meet performance metrics, and escalate or document issues as needed.

Job details

Job Overview The Bilingual Customer Experience Representative delivers exceptional service to customers across Eastern Canada by supporting order placement, claims resolution, customer onboarding, and issue management. This role serves as a key customer contact, helping ensure timely, accurate, and positive customer experiences across multiple communication channels. Job Type: Contract - 9 months (please note due to contract, this role does not include benefits) Location: incumbent must be located in either Montreal, Quebec or Toronto, Ontario Job Responsibilities Assist customers with orders and claims and provide information on products. Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email. Assist customers in the call queue. Process preauthorisation’s for credits cards, order acknowledgements, and exception management activities to prevent order errors. Resolve customer questions and problems courteously and promptly or refer them to the appropriate personnel. Assist customers with general UNFI website questions. Maintain compliance with established performance metrics that support an optimal customer experience. Research and resolve problems with orders and claims. Systems & Documentation - Populate and maintain customer information, orders, claims, and related records within UNFI business systems. Participate in established workflows to support accurate order processing, documentation, issue tracking, and record management. Customer Support - Resolve customer questions, requests, and concerns promptly and professionally while ensuring timely follow-up and appropriate escalation when required. Complete related records, reports, and documentation as assigned. Keep management informed of area activities and of any significant problems. Perform other job duties as required. Education/Certifications Job Requirements: High School Diploma or equivalent Experience 1-2 years of customer service or related business experience Call Center experience preferred Knowledge Willingness to acquire knowledge of company products and sales policies and procedures Skills/Abilities Fluency in French and English required with excellent verbal and written communication skills. Proficiency in Microsoft Applications including Excel, Word and Outlook Preferred experience working with AS/400-based applications, order management systems, or similar enterprise business systems. Able to work in a fast-paced environment. Able to work independently as well as part of a team. Flexible with the ability to adjust to change. Attention to detail. Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner Ability to type a minimum of 45 words per minute. Baseline ability to 10-key by touch (industry standard minimum keystrokes requirement) Remote Work Environment: This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager. About UNFI: We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI Compensation: Base Salary offered, Remote Work, Paid Time Off, Employee Discount on UNFI products. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - Veteran/Disability. VEVRAA Federal Contractor. Compensation UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws. Benefits For Washington positions (or positions that may be performed remotely from Washington), https://www.unfi.com/jobs-more-info-wa.html for Washington-specific paid time off details. Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program; medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements. UNFI’s compensation, benefits, and paid time off policies are subject to change in the Company’s sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum. Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

What you’ll do

Support customers with orders, claims, product information, website questions, and issue resolution across phone, fax, email, and electronic channels. Maintain accurate customer and order records, process order-related activities, meet performance metrics, and escalate or document issues as needed.

Requirements

A high school diploma or equivalent and 1–2 years of customer service or related business experience are required; call center experience is preferred. Candidates must be fluent in French and English, proficient with Microsoft Office applications, able to type at least 45 words per minute, and comfortable working independently and in a fast-paced team environment.

Benefits

• Paid Time Off
• Sick Time
• Paid Holidays
• Parental Leave
• 401(k) Program
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Flexible Spending Account
• Health Savings Account
• Employee Discount

Listed skills

• written communication · Preferred
• Customer service · Preferred
• Microsoft Excel · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred
• Attention to detail · Preferred
• Multitasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• French And English Fluency
• Verbal Communication
• Written Communication
• Customer Service
• Order Processing
• Claims Resolution
• Customer Onboarding
• Issue Management
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Order Management Systems
• AS/400 Applications
• Attention To Detail
• Multitasking
• Typing

Job areas

• Customer Service & Support
• Food & Beverage
• Administrative
• Logistics

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