Customer Service Decoration Specialist - Bilingual
Job Description & How to Apply Below
We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future.
Customer Experience Promise
Simple:
We remove friction
Trusted:
We do what we say, and communicate proactively when we can’t.
Fast:
We respond and resolve within clearly defined expectations.
Accountable:
We own issues end-to-end, even across teams.
Predictable:
Customers should never be surprised by outcomes or delays.
Role Overview
As a Bilingual Customer Service & Decoration Specialist, you will be the voice of Stormtech, helping deliver a simple and trusted experience through professional and proactive communication, order entry accuracy, and strong customer ownership. You will manage customer interactions via email and phone, in both French and English.
This role requires someone who thrives in a fast-paced environment, can manage multiple priorities simultaneously, and takes pride in delivering accurate, reliable service. Success in this role comes from balancing customer empathy with operational discipline, while working cross-functionally to ensure orders move smoothly from placement to delivery.
Experience with Salesforce or similar CRM systems is considered a strong asset.
What Success Looks Like
Communicate professionally and accurately with customers
Communicate proactively before customers need to follow up
Take ownership of issues from start to finish
Balance speed with accuracy in a high-volume environment
Stay calm, organized, and solutions-focused under pressure
Build trust through consistency, follow-through, and accountability
Share ideas for ways to simplify processes and reduce friction for customers
Collaborate effectively across the team and other departments
Key Responsibilities
Collaboration & Teamwork
Work collaboratively with Sales, Production, Credit, Distribution, and other departments to ensure smooth order execution
Contribute to a positive, accountable, and team-oriented work environment
Participate actively in team meetings, training sessions, and knowledge-sharing initiatives
Support onboarding and training of new team members when required
Embrace continuous learning, process improvement, and operational change
Customer Communication
Provide timely, professional, and accurate responses to customer and sales team inquiries via email and phone in both French and English
Own customer inquiries from initial request through resolution, coordinating with internal teams as needed
Support customers and sales representatives with order-related, product-related, and account-related questions
Resolve customer concerns with professionalism, urgency, and empathy, escalating issues appropriately when required
Reinforce a simple and trusted experience through clear, proactive, and reliable communication
Proactively communicate delays, risks, or order changes before customers need to ask
Data Entry & Accuracy
Accurately process customer orders, ensuring correct product details, quantities, shipping information, and delivery requirements
Maintain detailed and accurate records of customer interactions, order updates, and resolutions
Review and validate order information to minimize errors and prevent fulfillment issues
Support the maintenance of customer account information and documentation within company systems
Maintain a high level of accuracy while managing competing priorities and deadlines
Order Management
Coordinate multiple complex orders simultaneously from placement through fulfillment
Review customer artwork submissions and Stormtech Spec Sheets to guide customers toward the best solution
Monitor order progress closely and collaborate with internal teams to ensure on-time delivery
Partner closely with Production, Credit, Distribution, and Sales teams to resolve issues quickly and efficiently
Identify potential order risks early and take proactive steps to minimize customer impact
Problem-Solving & Continuous Improvement
Quickly identify and resolve order discrepancies, delays, and customer concerns in alignment with company policies and customer experience standards
Exercise sound judgment to balance customer needs with operational requirements
Advocate for customer needs while collaborating with internal teams to achieve effective solutions
Identify recurring customer pain points and provide feedback to leadership on process improvement opportunities
Contribute ideas that improve efficiency, communication, and overall customer experience
Time Management & Adaptability
Effectively manage high email and phone volumes while prioritizing urgent customer needs
Balance multiple deadlines and changing priorities without sacrificing…
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