Bilingual Customer Service Representative in Ottawa

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.

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 back order or open order reports on a biweekly/monthly basis, contacting the responsible purchaser and providing the customer with updates on any orders delayed beyond the 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 they relate 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.

This is a remote position - home office required. Some travel will be required to participate in tradeshows and other company initiatives in person.