New bilingual (English-French) role on our Customer Service team! 

A summary of what you’ll be doing:

The Bilingual Customer Experience Coordinator is responsible for ensuring an exceptional customer experience that focuses on key and growth accounts. Working alongside designated sales reps to provide beginning to end project support and accuracy, the Customer Experience Coordinator will support any product troubleshooting and providing detailed product information to fit the needs of our SFR and MFR designated customers. This role will also fulfill Customer Service day-to-day activities to include all requirements in Order Management. To be successful in this role, it will require someone who is driven in service excellence and has proficiencies in problem solving and multi-tasking abilities.

Customer Support

• Support the outside sales team in maintaining established relationships and contact with our targeted distributor customers 
• Provide first call resolution by responding to customer’s pricing inquiries, order status, stock availability and any other inquiries
• Be the subject matter expert on Taymor’s products & services and provide support on product specification
• Provide support to our Designers, Developers and Builders by processing samples to help decision makers select Taymor in their development projects

Order Management

• Receive, process, verify and confirm customer orders via telephone, email or EDI.
• Ensure accuracy of orders and evaluate alternate supply (possible substitutions) prior to releasing to maximize order fulfillment requirement and reducing the Customer impact on project deliverables
• Monitor the customer order journey from quote to delivery and provide follow-up on project order status to ensure Distributor and Developers are informed.
• Act as a project coordinator in collaboration with Sales, Inside Sales and Customers.
• Be the subject matter expert for keying requirement and filling in Keying Forms to ensure project accuracy by managing scheduling of keying services to maintain customers delivery expectations
• Collaborate with internal stakeholders to ensure lead times are reviewed to manage customer expectations

 After Sales Support

• Proactive troubleshooting/site service support
• Responsible for processing and tracking warranty and credit claims
• Coordinate with other departments to complete a project postmortem, to provide feedback to the customer on their project
• Resolve customer product and billing complaints by performing activities such as exchanging merchandise or issuing credit notes

What you’ll need to be successful

• Fluent in French and English, oral and written 
• Demonstrate high degree of personal accountability and initiative
• Driven to exceed customer expectations with every interaction
• Ability to create lasting relationships with every customer 
• Excellent communication and coordinating skills for both external customers and interdepartmental teamwork 

About the Benefits

You will receive a competitive annual salary of $47K-$55K, depending on skills and experience, and benefits including:

• Hybrid work environment (currently in office Mondays and Wednesday)
• 3 weeks starting vacation
• 8 wellness days
• RRSP matching
• Group retirement program for employees
• Extended health, dental, vision, and prescription coverage after 3 months
• Life, dependent, and disability insurance
• Lots of support for continuous learning to advance your skills
• Lateral and upward career mobility in a growing organization
• A family-first culture where work-life balance truly matters

Taymor welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.