Customer Service Representative

Bilingual (French) - Customer Service Representative

Hybrid – Mississauga office

Role Summary:

As the Bilingual - Customer Service Representative (CSR), you will be the key liaison between external customers and internal partners, building trust and delivering exceptional service both inside and outside the organization. You will manage and maintain strong customer relationships as the primary point of contact for an assigned customer base and act as the voice of the customer within the business.

A successful candidate will demonstrate:

• Ability to deliver results in first-time situations by inspiring others and building trust daily
• Commitment to serving others with understanding, respect, and care
• The ability to operate with simplicity, clarity and transparency.
• Passion for service excellence and continuous improvement
• Ability to adapt to and drive change effectively
• Strong organization and prioritization skills with the ability to manage multiple deadlines
• Willingness to learn and apply new technologies and share knowledge with others

Above all, all activities must be carried out with reliability, integrity, compliance, and in a safe, environmentally responsible, and efficient manner.

Key responsibilities:

• Order Management/ Fulfillment: The CSR is responsible for accurate order entry, contract application, and price verification for an assigned customer base, as well as providing coverage for team members when required. This role works cross-functionally with mill schedulers, transportation, sales and supply chain teams to support customer order fulfillment. Based on order urgency, the CSR may be required to coordinate directly with carriers on behalf of the transportation team to ensure timely shipment, including submitting escalation requests when necessary. The CSR is also responsible for coordinating the operations with third-party warehouses to ensure accurate, efficient, and on-time customer order fulfillment.
• Customer Relationship Management: The CSR serves as the primary liaison between customers and all internal Ardent Mills functions. This role is responsible for building and maintaining positive customer relationships through consistent daily and weekly communication, delivering timely, professional, and solutions-oriented service. The CSR will gather, maintain, and share customer insights and relevant information with the broader business to support informed decision-making and continuous improvement.
• Incident Management: The CSR is responsible for managing and resolving customer incidents by collaborating with all relevant internal and external stakeholders to determine and implement solutions that support both customer satisfaction and business objectives. This role will document and track customer interactions and issues through the Incident Management Process and ensure timely communication of relevant updates across the organization.
• Demand Management: The CSR is accountable for monitoring and communicating short-term changes in customer demand, proactively identifying risks or constraints, and escalating issues as appropriate to ensure alignment across supply chain, operations, and sales.

Essential skills and experience:

• Bachelor's Degree in Business, Supply Chain or a related field, or 3+ years of customer service experience within a supply chain environment.
• Preferred: Customer service experience including order entry and customer relationship management.
• Preferred: Working knowledge of Microsoft Dynamics 365, Salesforce or other ERP systems.
• Preferred: Logistics and/or Transportation experience.
• Detailed-oriented with strong analytical and problem-solving skills.
• Demonstrated ability to analyze information, identify issues, and develop effective solutions.
• Ability to balance competing priorities and successfully multitask in a fast-paced environment.
• Proven ability to deliver accurate results in an efficient and timely manner.
• Willingness to lead by example, support team engagement, and positively influence others.
• Proficient in Microsoft Office applications, including Outlook, Excel, and Word.
• Excellent verbal and written communication skills.
• Must be available to work on some statutory holidays to provide coverage for provinces that do not observe the same holidays.
• Bilingual / French is a must.

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Recruitment Fraud Disclaimer :

At Ardent Mills, the security of our employees and candidates is a priority. We will never request sensitive information such as your bank account information, social security number, or other non-publicly available information during the application and interview process. If someone asks you for sensitive information, we strongly advise that you assume that individual is not affiliated with Ardent Mills. Some things to watch out for: 

• Slightly altered or unprofessional email addresses. Ardent Mills' Recruitment team only corresponds from email addresses with the domain or  

• Vague job requirements or job descriptions. Our open job opportunities and descriptions can be found