Customer Care Senior Specialist Full Time

Summary

The Customer Care Senior Specialist at Distech Controls, a Canadian company under Acuity Brands since 2015, ensures top-tier customer service. Based in Brossard, Quebec, with a European office in Lyon, France, Distech Controls connects people with intelligent building solutions, emphasizing innovation, quality, and sustainability.

Responsibilities

• Provide high-quality customer service, responding promptly to inquiries via phone and email.
• Assist customers with product selection and availability, order placement and status to ensure a smooth purchasing experience.
• Process and manage customer orders from multiple sources (e-store, email, phone), ensuring accuracy and adherence to company policies and ISO standards.
• Work closely with Production, Shipping, Accounting, and Sales to facilitate order fulfillment and timely delivery.
• Address and resolve any customer concerns and issues professionally and efficiently.
• Develop and maintain a strong familiarity with product offerings to provide accurate information and assist customers with their inquiries.
• Document customer interactions, navigate multiple systems, and manage software registration and license requests.
• Process returns and merchandise requests while maintaining accurate records.
• Contribute to customer support resources by creating help articles and FAQs.
• Foster strong relationships with customers, ensuring a friendly yet professional experience.

Requirements

• 3-5+ years of proven customer service experience in a high-volume environment.
• Strong phone etiquette, active listening skills and the ability to resolve customer issues with empathy.
• High attention to detail with the ability to analyze information and make informed decisions.
• Resilient and adaptable to changing business needs.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Collaborative mindset with strong relationship-building skills, particularly in a remote environment.
• Genuine passion for fostering positive customer relationships by delivering exceptional service.
• Bilingual French and English: To serve clients and external service providers across Canada and USA.
• Experience with Infor Syteline ERP system.
• Intermediate/advanced knowledge of Microsoft Office (Word, Excel and Outlook).
• Experience with Microsoft Dynamics or other CRM software.
• Experience in the manufacturing sector.
• Experience in online chat support.
• Knowledge of Niagara licensing.
• Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary.
• Another language is required for this position in order to communicate with clients, partners and colleagues, who are predominantly located outside Quebec.

Benefits

• Innovative driven company.
• Dynamic workplace.
• Open minded company.
• Fast-paced company.
• Modern work environment designed for our employees.
• Indoor and outdoor bistro areas, lounges, coffee stations.
• Continuous professional development program.
• Extensive benefits, including annual performance bonus, group insurance and retirement plan.
• 5 floating days and 3 weeks’ vacation (prorated) from year one.
• Reward programs.
• LEED-Certified building.
• Foosball and ping-pong tables.
• Situated near quartier Dix30.
• On-site gym.
• Daily fresh fruit.
• Hot and cold beverages stations.
• Accessible transportation services including OPUS card reader onsite.
• Deep frozen meal prepared by culinary chefs.
• Rewards program.
• Remote Opportunities: Remote.
• French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.