About Us
At Avron, we are committed to delivering exceptional customer experience while providing top-quality products. Our Customer Service team is at the heart of that commitment, ensuring every customer receives timely, professional, and personalized support.
We are looking for a Bilingual Customer Service Representative (English & Québécois French) to join our team. This is a dynamic, hands-on customer service role that supports the complete customer journey, from answering incoming calls and taking customer orders to processing email and web orders, preparing invoices, and providing after-sales support.
As the primary point of contact for our Québec customers, you'll deliver prompt, accurate, and professional service while working closely with our warehouse, purchasing, logistics, and accounting teams to ensure a seamless customer experience.
Key Responsibilities
Customer Service & Customer Care
- Provide exceptional customer service to English- and French-speaking customers by phone, email, and other communication channels.
- Answer incoming calls as part of the customer service telephone queue.
- Respond to customer inquiries regarding products, pricing, orders, shipping, and account information.
- Resolve customer concerns professionally, efficiently, and with a customer-first approach.
- Build strong customer relationships through outstanding service and timely follow-up.
Order Entry & Order Management
- Take customer orders by phone and accurately enter them into the ERP system.
- Process customer orders received via email and through the company's website.
- Review phone, email, and web orders for accuracy, inventory availability, pricing, and shipping requirements.
- Verify customer information and ensure all orders are entered accurately and efficiently.
- Monitor order status and communicate updates to customers as required.
- Proactively communicate out-of-stock products and recommend suitable substitutions or alternatives.
- Coordinate with warehouse, purchasing, logistics, and inventory teams to ensure timely and accurate order fulfillment.
Invoicing & Account Support
- Prepare and process customer invoices accurately and in a timely manner.
- Assist customers with invoice inquiries, credits, and account-related questions.
- Ensure invoicing and customer documentation are completed and maintained according to company procedures.
Delivery & Order Resolution
- Keep customers informed of delivery delays and revised timelines.
- Investigate missing items, shipment discrepancies, and order issues, ensuring prompt resolution.
Returns, RMAs & Warranty Support
- Process customer returns and Return Merchandise Authorizations (RMAs).
- Issue credits and coordinate replacement products where appropriate.
- Coordinate warranty claims with the purchasing team and suppliers.
- Arrange replacement parts for defective products.
- Keep customers informed throughout the warranty process and follow up to ensure customer satisfaction.
Cross-Functional Collaboration
- Work closely with warehouse, purchasing, logistics, inventory, and accounting teams to provide a flawless customer experience.
- Support continuous improvement initiatives and identify opportunities to enhance customer satisfaction and internal processes.
Qualifications
- Fluent in both English and Québécois French (spoken and written) is required.
- Previous experience in a high-volume customer service, order entry, or inside sales support environment.
- Comfortable managing a busy telephone queue while maintaining professionalism and accuracy.
- Strong data entry skills with excellent attention to detail.
- Experience processing customer orders by phone, email, and web portal.
- Experience with invoicing, returns, RMAs, credits, and warranty claims is considered an asset.
- Experience in a product-based, wholesale, distribution, manufacturing, or e-commerce environment is preferred.
- Proficiency with Microsoft Office and ERP or order management software.
- Excellent communication, organizational, and problem-solving skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Positive attitude, strong work ethic, and commitment to delivering exceptional customer service.
Schedule
- Full-time, permanent position
- In-office role
- Monday to Friday
- 8:30 AM to 5:00 PM (37.5 hours per week)
Compensation & Benefits
- Competitive salary of $48,000 to $52,000 annually
- Comprehensive health, dental, and vision benefits
- Paid vacation, sick days, and personal time
- Opportunities for professional growth and career advancement
- Supportive, collaborative, and team-oriented work environment
- Stable Monday-to-Friday schedule with no evenings or weekends
- Employee discounts on company products (where applicable)
Why Join Avron?
At Avron, you'll be part of a team that values collaboration, accountability, and exceptional customer service. We invest in our employees by providing a supportive workplace, opportunities for growth, and the tools needed to succeed. If you enjoy helping customers, solving problems, and working in a fast-paced environment where no two days are the same, we'd love to hear from you.
Recruitment Process Disclosures
Use of artificial intelligence: In accordance with the Employment Standards Act, 2000 (Ontario), we advise that artificial intelligence is used in our hiring process to screen, assess, and select applicants for this position.
Vacancy status: This posting is for an existing vacancy.
Pay: $23.00-$25.00 per hour
Benefits:
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
Ability to commute/relocate:
- Concord, ON L4K 4W8: reliably commute or plan to relocate before starting work (preferred)
Language:
Work Location: In person
