Bilingual Customer Service Representative

About Us:

Founded in 1966, Niterra North America, Inc. (formerly NGK Spark Plugs) is a global leader in spark plug and oxygen sensor design, driven by technology, innovation, and world-class quality. Today, that tradition continues as we transform our organization’s portfolio, expand our core ceramic technologies, explore capabilities beyond traditional areas, and challenge ourselves to develop solutions and services that leverage technology to address social issues while contributing to a sustainable society.

Summary:

The Bilingual Customer Service Representative supports customers in English and French by accurately processing orders and credit requests and resolving questions about orders, delivery, and products. This role manages customer inquiries about inventory availability, order status, and competitive interchanges; investigates shipping and pricing discrepancies; prepares credit notes; and translates English documents into French or bilingual formats. The ideal candidate is process-oriented and customer-focused, with strong SAP and Excel skills and a professional, courteous telephone manner.

This posting is for an existing vacancy.

Niterra may use artificial intelligence tools to assist in reviewing and assessing applications for this position.

Classification: Salary

Salary Range: $50,000-$60,000 CAD per year

Work Model: Hybrid

Responsibilities:

• Process customer orders accurately and efficiently, ensuring compliance with customer-specific requests, special order requirements, and management-approved conditions.
• Review and process approved customer credit requests, including annual returns, shipping error claims, pricing discrepancies, and other miscellaneous credit requests.
• Manage and respond to customer inquiries and requests, including inventory availability, order status updates, competitive interchanges, and other product-related questions.
• Investigate and resolve order and delivery-related issues, including shipment tracking, delivery date confirmations, short shipments, order discrepancies, and special discount claims.
• Prepare and process credit notes and supporting documentation as required.
• Communicate effectively with internal and external stakeholders to address customer needs, resolve issues, and ensure timely follow-up on all relevant matters.
• Translate English documents into French or bilingual formats, ensuring accuracy, consistency, and clarity.
• Provide cross-functional support to other departments and perform additional duties as assigned by the Supervisor or Manager.
• Adhere to all company policies and procedures as applicable.

Qualifications:

• 2+ years of experience in a customer service or customer support role.
• Bilingual proficiency in English and French, with excellent written and verbal communication skills in both languages.
• Strong proficiency in Microsoft Office and Google Workspace, particularly Excel and Gmail.
• Working knowledge of ERP systems, specifically SAP, with the ability to navigate the system to support daily customer service and operational processes.
• Excellent interpersonal, organizational, and attention-to-detail skills.
• Process-oriented, with a customer-focused mindset and commitment to service excellence.
• Professional, pleasant, and courteous on the phone.
• Technical product and catalogue application knowledge preferred.

Physical Requirements & Work Environment:

This role requires driving, business travel, lifting up to 50 lbs., and working around normal office and travel-related hazards.

Equal Employment Opportunity Statement:

Niterra is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, provincial, or local laws.

Notice to Staffing Firms:

Niterra does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or other payments related to unsolicited resumes or CVs, except as required by a written contract between Niterra and the recruitment agency or party requesting payment of a fee.