Job Overview:

The Bilingual Customer Experience Representative delivers exceptional service to customers across Eastern Canada by supporting order placement, claims resolution, customer onboarding, and issue management. This role serves as a key customer contact, helping ensure timely, accurate, and positive customer experiences across multiple communication channels.

Location: this role is based in Montreal, Quebec or Toronto, Ontario

Job Type: Temporary Contract - 12 months (please note due to contract, Benefits are not included with this role)

Job Responsibilities:

• Assist customers with orders and claims and provide information on products.
• Responsible for the entry of customer orders by order deadline that are received by phone, fax, electronically and/or email.
• Assist customers in the call queue.
• Process pre-authorisation's for credits cards, order acknowledgements, and exception management activities to prevent order errors.
• Resolve customer questions and problems courteously and promptly or refer them to the appropriate personnel.
• Assist customers with general UNFI website questions.
• Maintain compliance with established performance metrics that support an optimal customer experience.
• Research and resolve problems with orders and claims.
• Systems & Documentation - Populate and maintain customer information, orders, claims, and related records within UNFI business systems. Participate in established workflows to support accurate order processing, documentation, issue tracking, and record management.
• Customer Support - Resolve customer questions, requests, and concerns promptly and professionally while ensuring timely follow-up and appropriate escalation when required.
• Complete related records, reports, and documentation as assigned.
• Keep management informed of area activities and of any significant problems.
• Perform other job duties as required.

Job Requirements:

Education/Certifications:

• High School Diploma or equivalent

Experience:

• 1-2 years of customer service or related business experience
• Call Center experience preferred

Knowledge:

• Willingness to acquire knowledge of company products and sales policies and procedures

Skills/Abilities:

• Fluency in French and English required with excellent verbal and written communication skills.
• Proficiency in Microsoft Applications including Excel, Word and Outlook
• Preferred experience working with AS/400-based applications, order management systems, or similar enterprise business systems.
• Able to work in a fast-paced environment.
• Able to work independently as well as part of a team.
• Flexible with the ability to adjust to change.
• Attention to detail.
• Ability to multitask to complete projects with multiple deadlines in an accurate and timely manner
• Minimum typing speed of 45 words per minute
• Baseline ability to 10-key by touch (industry standard minimum keystrokes requirement)

Work Environment

Remote:

This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from either the UNFI Canada offices in Vaughan or Montreal, but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager. 

About UNFI: We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI 

Compensation: Base Salary offered, Remote Work, Paid Time Off, Employee Discount on UNFI products.