Bilingual Customer Service Representative

Bilingual Customer Service Representative

As part of our growth strategy, we are looking for a dynamic individual to join our team as a Customer Service Representative. T
he Customer Service position is a gateway into our company – this role is more than just being our face and voice to customers; it also has many internal touchpoints. There are limitless ways to learn and grow, from knowledge of products, systems and processes. In this position you will interact with customers to provide responses to inquiries about products and services, as well as handle and resolve complaints. One of our core values is how we 'WoW customers' - it's a mindset, philosophy, a call to action. This plays a critical role. The opportunity exists as a team member to take their career in any trajectory internally.

Who we are:

Hafele is a global market leader in providing hardware solutions and innovation to the furniture, kitchen cabinet, architectural millwork and hospitality industries. We are a privately held company with a long

and rich history that began in 1923. We have over 8,000 employees worldwide and in Canada, we are

looking to grow our team. Come join a company where you will be encouraged to succeed, challenged to

adapt and motivated to grow. Come join the 'A' team

Essential Duties and Responsibilities:

• Managing customer needs via phone calls and emails
• Working with customers to create and modify orders
• Educating customers on what's new and innovative in our industry
• Account creation
• Arranging pickups with customers
• Entering complaints and returns into system
• Preparing and reviewing technical documentation (e.g. specifications, compliance forms, installation guides) to support customer education and order accuracy
• Recommending tailored product solutions based on customer requirements, industry trends, and application knowledge
• Utilizing CRM and ERP systems to monitor customer histories, track issues, and optimize order management efficiency
• Acting as the first line of technical support, troubleshooting product issues and resolving customer inquiries with in-depth knowledge of product specifications and applications
• Being a part of a team philosophy of engagement by working with the team to achieve company targets and objectives
• Ability to effectively work with colleagues from all departments: sales, marketing, purchasing, accounting

Key Attributes:

• Bilingual Proficiency in English & French (required)
• SAP experience (required)
• Bachelor's Degree (preferably in Business Administration or a related field).
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Strong analytical and problem-solving abilities.
• Detail-oriented with a customer-first mindset.
• Experience with furniture or architectural hardware is an asset

Skills/Competencies:

• Strong background in customer service, with a deep understanding of service excellence.
• Excellent interpersonal and communication skills, with a professional and empathetic approach to team and customer interactions.
• Ability to prioritize tasks, manage time efficiently, and work under pressure in a fast-paced environment.
• High level of initiative, accountability, and adaptability

What's in it for you?

• The opportunity to work for a company that has been certified as a Great Place to Work
• The opportunity to work for a growing company where you are surrounded by a collaborative team.
• A rewarding career where we all share the success of the company.
• You can expect to be supported by leadership through open communication, encouragement and recognition.
• You will receive encouragement to continue professional growth through training, seminars, etc.