Bilingual Customer Service Representative

  • Toronto, ON, Canada
  • Full-time

Company Description

BIC® products are known and appreciated all over the world for their quality, their affordability and ease of use. The ballpoint pen, the pocket lighter, the one-piece shaver are all part of the daily lives of millions of consumers. These products make BIC® one of the best known international brands, present in 3.2 million retail outlets, in more than 160 countries.

As we explore the tremendous opportunities ahead, we have a need for dedicated and dynamic employees to help build our team. With a strong commitment to encouraging future and current team members to “Unlock the Best You!” the BIC People Promise reinforces the principle that people are at the heart of its business success. BIC is committed to its team members and to the promise of helping them unlock their full potential.

Job Description

The Bilingual Customer Service Representative’s primary function is to play a strategic role and be the first point of contact with our customer base. In addition, to provide assistance to our BIC Customer Base ( internal and external) in regards to order status, inventory allocation and ensuring that the customer needs are met and aligned with BIC Business Objectives.

EDI processing, first point of contact for our Tier customer base.

Working with EDI, editing and promoting order through the system. Entering faxed and email orders, editing and promoting the orders thru the system. Scanning orders through Litco Imaging System. Allocating inventory to orders, monitor and resolve overdue orders, to be shipped under the Log Pro System. Sending confirmations to customers upon receipt of order. Advising customers on inventory/backorders. Updating Customer Item Cross Reference I.e.: UPC, Buyer’s UPC, Conversion, and Customer Specific code

Key account responsibilities in reference to maintaining service levels at 98%.

Working with Sales and Specific Key Account Customers to develop a strong business relationship. Communicate order status inquiries, and inventory status, delivery appointments to maintain service levels. Meeting with Key accounts and attending meetings, store checks, and training when needed. Provide Support to other departments’ base on availability and urgency of Key Account request. Managed assigned accounts from order entry to final delivery. Work with sales rep to input new items into Key Account Collab Forecast template

Customer Service Internal and External

Responding to emails, phone calls from customers, Sales reps. Internal & External in regards to inquiries, order status, pricing, inventory, transport information, returns and refusals. Communicating with Internal department (Supply Chain members on inventory, shipping, production and credit department on new accounts, credits and terms). Ensure that all duties of the position be carried out in compliance with the quality standards by BIC Inc. Processing the consumer graphic orders, price quotes and following up on orders .Set-up new accounts and  inactivate accounts in Customer Master file, updating terms, and customer profile when need arise

Base Price/Exception Price/Product Allocation

Input and Maintain Base Price for all products in JDE System Advanced Pricing. Work with Sales and Sales/Marketing Managers on flow of all exception pricing for specific assigned periods in a timely manner. Input approved Exception Pricing in system. Resolve issues related to pricing discrepancies with credit department/claims department.

Transportation Inquiry/Refusals. Liaison between Customers, Sales reps and the Shipping department to ensure that Returns and claims that are issued are in compliance to BIC standards. Communicate delivery appointments and delivery issues effectively and within a reasonable time frame to carriers. Provide credit department with related documents to ensure accurate credits and inventory adjustments are made.


  • College / Bachelor’s Degree / Equivalent Experience
  • 3 to 5 years experience in fast paced CPG environment
  • JDE, EDI, eCommerce is essential
  • Exceptional written and verbal communication skills in French and English
  • Strong analytic and creative problem-solving skills
  • High learning agility and the ability to adapt to change/react in a positive manner
  • Strong interpersonal skills - ability to work with cross-functional teams and influence without authority
  • Knowledge of MS Office, Retail link, Transportation.

Additional Information

Apply Today! There's never been a better time to join BIC! We're a dynamic company with a strong vision. You will find a wealth of possibilities in a challenging and rewarding work environment. As an organization, we have a passion for taking care of our people, and our benefits reflect this.

BIC is an equal opportunity employer and committed to recruiting, developing and maintaining a diverse workforce in compliance with all applicable Human Rights legislation. The Company will endeavor to make reasonable accommodations up to the point of undue hardship, for disabilities made known to it by its employees and applicants.

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