Bilingual Customer Service Representative

Overview
MDC (M.D. Charlton) is the leading national distributor of tactical and duty equipment for law enforcement, military, security teams, and first responders. We serve as a trusted resource for those in the law enforcement, military, and security sectors across Canada.

Job Title:

Bilingual Customer Service Representative
About the Role
The Bilingual Customer Service Representative serves as the first line of contact for all inbound customer needs and is responsible for providing accurate and helpful information in a timely fashion to expedite the customer experience. In addition, this role supports outbound customer engagement by proactively following up on quotes, leads, and existing accounts to drive sales growth and strengthen customer relationships.

Key Responsibilities

Deliver outstanding customer service via phone and email by identifying customer needs

Provide customer requested quotes and make recommendations based on product knowledge, specifications and market awareness

Receive, verify and accurately process all order information including price, ship-to address, item numbers, quantity and any alterations, sizing and notes related to the order or customer

Provide information on order status, tracking of shipments, invoices, credits and inventory availability

Generate and review of back order or open order reports on a biweekly/monthly basis contacting responsible purchaser and providing customer with updates on any orders delayed beyond promise date

Generate, process, and track all territorial RMA or product return / warranty activity following established procedures

Liaise with accounting, purchasing, warehouse and other departments to ensure timely responses to customer inquiries

Research, interpret and communicate product specifications as it relates to customer inquiries

Create demo product inventory orders for support of trade shows and/or field demonstrations

Review preliminary bids or tenders and highlight concerns, dates, product samples and summary

Perpetual responsibility to take the initiative to broaden individual product knowledge

Update customers on new products, upcoming clearance and sales events

Collaborate with outside sales representatives to support territory growth through lead qualification, quote generation, and coordinated account strategy

Support sales initiatives by assisting with outbound outreach campaigns, promotions, and targeted customer engagement

Identify opportunities to upsell or cross-sell complementary products based on customer needs and order history

Document all customer interactions in CRM software

Ensure all potential leads go to the appropriate sales person

Assist with measurement or sizing of clients for clothing and armor

Required Qualifications

1 to 3 years’ of customer service experience

Excellent written and verbal communication skills

Effective in building and maintaining positive customer relations

Strong attention to detail, accuracy and efficiency

Ability to manage time and prioritize multiple responsibilities

Strong research and problem solving skills

Positive attitude demonstrating the ability to work in a team environment

Bilingualism (French/English) is required

Criminal Record Check

Post-secondary education

Experience in the tactical equipment/uniform industry is an asset

Pay: $50,000.00-$60,000.00 per year

Benefits

Dental care

Extended health care

Life insurance

Paid time off

RRSP match

Vision care

Work Location:

In person

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