Job Overview
The Commercial Client Care Specialist is responsible for providing exceptional customer service to commercial (B2B) clients. This role serves as the primary point of contact for customer inquiries, order management, issue resolution, and after-sales support while ensuring a positive customer experience and maintaining strong business relationships. Our client is looking for a dedicated professional to join their team.

Schedule
Friday: 11:00 AM - 5:00 PM, 30-minute paid break, 6 hours 
Saturday: 10:00 AM - 5:00 PM, 30-minute paid break, 7 hours 
Sunday:    10:00 AM - 5:00 PM, 30-minute paid break, 7 hours 

(Wednesday daytime availability is considered an advantage.)

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide accurate information regarding products, services, pricing, and order status.
• Resolve customer concerns in a professional and timely manner.
• Maintain a high level of customer satisfaction through proactive communication.
• Process commercial orders accurately and efficiently.
• Coordinate with the warehouse and logistics teams to ensure timely shipments.
• Monitor order progress and provide customers with delivery updates.
• Manage order modifications, replacements, and returns.
• Build and maintain strong relationships with commercial customers.
• Support key accounts by ensuring their operational needs are met.
• Follow up on customer requests until resolution.
• Escalate complex issues to the appropriate departments when necessary.
• Work closely with Operations, Sales, Warehouse, Production, and Finance.
• Coordinate solutions for shipping delays, inventory shortages, and product availability.
• Assist with special customer projects and large commercial orders.
• Maintain accurate customer records in the CRM/ERP system.
• Document customer interactions and service requests.
• Prepare reports on customer issues, resolutions, and service performance.
• Identify recurring issues and recommend process improvements.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Excellent verbal and written communication skills in English and French.
• Fluency in English and French (PLEASE SUBMIT ENGLISH AND FRENCH VOICE RECORDING LINKS).
• 2+ years of experience in customer service or account management, preferably in a B2B environment.
• Experience using Shopify, ERP or CRM systems (e.g., Zoho or similar).
• Strong organizational and problem-solving skills.
• Proficiency in Microsoft Office (Excel, Outlook, Teams, Word).

Key Performance Indicators (KPIs)

• Customer response time.
• Customer satisfaction (CSAT).
• First-contact resolution rate.
• Order accuracy.
• On-time issue resolution.
• Number of open customer cases.
• Return and replacement processing time.
• Customer retention and account satisfaction.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note
Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.