Cascades, a leader in packaging, hygiene and recovery solutions, is hiring a Bilingual Customer Fulfillment Senior Specialist. In this role, you will act as the central point of contact for customers, coordinating service orders from receipt through final delivery. Your focus will be delivering an exceptional customer experience while contributing to a greener, more sustainable future.
What You'll Do
- Serve as the initial point of contact for customer calls, information requests, and escalation support.
- Perform real-time order entry, applying customer service procedures and standards to ensure accuracy, clarity, and timely follow-through.
- Prioritize the customer experience by proactively responding to complex inquiries, resolving issues, answering questions, and communicating updates.
- Coordinate with Dispatch, Operations, and Transportation teams to ensure accurate and timely service delivery.
- Document and maintain accurate customer records and supplier files based on established processes and business rules.
- Create and maintain professional relationships with your customers and business partners.
- Generate reports to review customer activity and identify opportunities for continuous improvement.
- Follow customer orders from receipt to service delivery by coordinating with internal partners.
What We're Looking For
- An AS or BS degree in Business or a related field, though relevant experience will be considered in lieu of a degree.
- 2+ years of experience in customer service, order management, and service coordination.
- Fluency in English and French, both written and verbal, is required.
- Exceptional communication and interpersonal skills, with a proactive approach and strong follow-up abilities.
- A detail-oriented mindset, ensuring accuracy and thoroughness in all tasks.
- Proven experience juggling multiple priorities in a fast-paced environment.
- Ability to work autonomously with minimal direction.
- A strong team player, committed to maintaining service levels and fostering a collaborative environment.
- Proficiency in MS365 (Outlook, Excel, Teams).
Technical Stack
- MS365 (Outlook, Excel, Teams)
Benefits & Compensation
- Compensation: $55,000 to $65,000 CAD annually.
- Flex and connected mode (telecommuting, flexible schedule).
- Telemedicine and Group insurance.
- Employee assistance program.
- Profit Sharing Plan.
- Retirement Plan with company matching.
- Stock Options.
- Annual flexible reimbursement program.
Work Mode
This is a hybrid position based in Canada.
Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.
