Bilingual Customer Representative


medical device pharmaceutical food industry

About this role: Bilingual Customer Representative

Bilingual Customer Representative (ENG/FR)Greater Toronto AreaIntroduction
We are currently hiring a Bilingual Customer Representative for our client based in Markham. The Bilingual Customer Representative is responsible for delivering outstanding customer experience to an assigned portfolio of accounts within a territory and for managing the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting. The Bilingual Customer Representative will monitor key performance indicators (KPI’s) to track progress of the efficiencies and value-added services offered to the customers, while collaborating extensively with Distribution, Transportation, Sales and Marketing, and Planning departments in order to strengthen customer trust by providing enterprise customer & logistics services that improve the customer experience while ensuring a safe and compliant supply chain.This is a 12-month contract role that will follow a hybrid work schedule, with employees working on-site on Tuesdays and Wednesdays and the rest of the week spent at their home base location.


  • Responsible for developing relationships with customers, understanding their needs, and working collaboratively with them to ensure their orders are sent electronically
  • Identifying areas where errors occur in the submission process and working with customers to reduce them
  • Work to reduce the number of corrective documents (Credits/Debits and Returns) that need to be issued as well as reducing the cycle time of Credit / Debit issuance.
  • Act as an internal representation of the customer and will search for the optimized balance between the company’s capabilities/controls and customer expectations
  • Utilize available information and reporting to measure efficiencies within the assigned customer portfolio
  • Enter orders in the system for customers belonging to the regional portfolio
  • Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments
  • Respond to inquiries from internal and external customers via phone or email; inquiries may be related to back-orders, order status, order amendments, among others
  • Collaborate with Supply Planning Distribution and Transport to ensure e-commerce orders are monitored and that any discrepancies or blocks are resolved to allow for timely processing
  • Ensure all activities are executed according to internal Standard Operating Procedures (SOP’s), Work Instructions (WI) to guarantee a compliant supply chain
  • Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion
  • Produce a Personal Development Plan (PDP) on a yearly basis that will outline the organizational and personal objectives and participate in projects
  • Actively participate in the 5 Conversations model to monitor progress and assess performance
  • Identify, assess, and communicate process and cost improvements opportunities to Customer Logistics management team



  • Must be English/French Bilingual
  • Must be able to provide proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment
  • Post-secondary education or equivalent professional experience
  • 2+ years in a customer-facing role or related experience
  • Strong proficiency with MS Office applications
  • Experience with ERP systems required, SAP preferred
  • Experience and exposure to different areas of supply chain an asset
  • Experience in the Health Care industry an asset
  • Strong time management skills
  • Analytical skills preferred


What We Offer

Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We’ll get you going while you get on with the job.

About Brunel

People in a meeting room

About Brunel

About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.

How to apply

If you meet the above requirements and would like to be considered for this role, please submit your interest using the ‘Apply’ button. Applying is quick and easy – just make sure you have the following documents ready to go:

  • Resume
  • Cover Letter (optional)
Apply now

Do you have questions?

If you have questions or would like to discuss the details of this role, please contact Quynh Vo via the details below, quoting publication number:

Account manager

Quynh Vo
Brunel Canada - Calgary
(403) 539-5009

Other people also looked at