About this role
Location: Burlington, Ontario
Position Summary
Arriscraft Canada Inc is seeking a highly organized and customer-focused Bilingual Customer Service Representative (English/French) to support our Canada Brick customers, dealers, and sales team across Ontario and Quebec. This role serves as a key point of contact for order management, customer inquiries, pricing administration, and sales support, providing exceptional customer experience throughout the order fulfillment process.
The successful candidate will thrive in a fast-paced environment, demonstrate strong attention to detail, and possess the ability to communicate professionally in both English and French.
Key Responsibilities
- Customer Service & Sales Support
- Provide exceptional customer service to dealers, distributors, contractors, and internal stakeholders in both English and French.
- Serve as a primary point of contact for inquiries regarding products, pricing, availability, lead times, and order status.
- Support Sales Representatives throughout the sales and order fulfillment process.
- Respond promptly and professionally to customer inquiries by telephone and email.
- Provide back-up support to the broader Customer Service and Sales Administration teams as required.
Order Management & Administration
- Enter and maintain customer orders accurately within the SAP system.
- Review and update customer orders to ensure timely and accurate processing.
- Verify product availability and communicate inventory status to customers and sales representatives.
- Reserve inventory as product becomes available from production.
- Maintain customer pricing agreements, contracts, and special pricing programs within company systems.
- Ensure customer records and order information remain accurate and up to date.
Cross-Functional Coordination
- Collaborate closely with Production to coordinate order fulfillment and special production requirements.
- Work with Sales Administration to ensure pricing structures, contracts, and customer agreements are accurately maintained.
- Assist with French translations of customer-facing materials, correspondence, and internal documentation as required.
- Support continuous improvement initiatives related to customer service and order processing.
Qualifications
Required Skills & Experience
- Fully bilingual in English and French, with excellent verbal and written communication skills in both languages.
- Minimum 10 years of overall professional work experience, including at least 3-5 years in customer service, inside sales, order management, or a related customer-facing role.
- Strong computer proficiency, including Microsoft Office applications.
- Exceptional attention to detail with a high degree of accuracy in data entry and order processing.
- Excellent organizational, prioritization, and problem-solving skills.
- Ability to work independently while contributing effectively within a team environment.
- Strong customer-focus and commitment to service excellence.
Preferred Qualifications
- Experience using SAP ERP or similar enterprise resource planning systems.
- Experience supporting distribution, manufacturing, construction products, building materials, or industrial products industries.
- Knowledge of order fulfillment, pricing administration, inventory management, and sales support processes.
Why Join Arriscraft/Canada Brick?
- Comprehensive health and dental benefits effective immediately upon hire.
- Company-sponsored pension plan with employer contributions available after three months of employment.
- Stable, established Canadian manufacturing organization with a strong market reputation.
- Career growth and advancement opportunities.
- Ongoing product knowledge and professional development training.
- Collaborative and supportive team environment.