Job Description

Core Responsibilities

Inquiry Management

Resolve complex customer inquiries, order discrepancies, and service issues with accuracy and professionalism.

Escalation Handling

Take ownership of escalated requests, ensuring timely solutions that align with company policies and values.

System Operations

Process and review orders, quotations, and documentation across multiple sales channels using Oracle, SAP, and Salesforce.

Cross-Functional Collaboration

Partner with Sales, Technical Service, Finance, and Distribution to resolve shipment and account-related issues.

Team Support
Share knowledge and provide guidance on procedures to assist team members with challenging cases.

Data Integrity
Monitor and maintain accurate customer account information within CRM and ERP systems.

Compliance & Quality
Support adherence to internal standards, including ISO certifications and Sarbanes-Oxley (SOX) controls.

Position Requirements

Education & Core Experience

• Required: Minimum of 2–3 years of customer service experience.
• Education: High school diploma or equivalent required (associate degree or higher is preferrer)
• Languages: Advanced proficiency in English is required (written and verbal).
• English + French (European or Canadian) Min. C1, C2+ preferred for support to North America.

Technical Skills

• Systems Knowledge: in Oracle, SAP, Salesforce, or similar CRM/ERP platforms is required.
• Product Knowledge: Familiarity with complex organizational structures and diverse product portfolios is an advantage.
• Standard Tools: High level of comfort with digital communication and documentation tools.

Professional Competencies

• Problem Solving: Ability to navigate escalated issues and find effective, policy-aligned solutions.
• Organization: Highly organized with a strong attention to detail and a focus on quality.
• Communication: Excellent verbal and written skills with a customer-focused mindset.
• Adaptability: Demonstrated ability to prioritize tasks and adapt to changing processes or new technologies.
• Collaboration: A proactive team player who works effectively across departments to achieve shared goals.