Bilingual Customer Service Representative

EMPLOYER: Saand Inc

At Saand we’re not just co‑workers – we’re a community that celebrates your passion and dedication. Your unique contribution is essential to our success, and we make sure you’re not just seen but recognized. Our culture is one of appreciation, ensuring that your hard work doesn’t just fuel our success today but sets the stage for your growth tomorrow.
Our core values are more than just words; they are a way of life.

Work in a place where your team values you. Saand has always created an environment where our employees can thrive and develop their skills. One of our core values: ‘Know and Show the Truth’ implies that we are best as an open team working together with transparency and integrity. Headquartered in Etobicoke, Ontario, Saand has over 4 decades of glass fabrication experience and has helped construct some of Ontario’s most iconic buildings.

We are looking for a Bilingual Customer Service Representative
. This is an excellent opportunity for developing strong relationships with clients and having a deep understanding of customer needs to act as the liaison and main point of contact between the customer and Saand.

The role coordinates internal resources and company assets to respond quickly to customer needs and to implement proactive corrective actions as needed, ensuring a high level of customer service and satisfaction. Responsibilities include reading and interpreting customer drawings to create A+W drawings in our ERP system, overseeing entering and checking customer orders, and performing general administrative work for all departments.

• Communicate with customers through phone and e‑mail as required.
• Assist outside sales representatives by communicating potential issues and providing solutions with orders while working together for customer satisfaction.
• Analyze and review incoming orders and drawings for completeness and accuracy.
• Enter customer purchase orders into an ERP system.
• Create drawings using ERP system (A+W) and attach them to line items in work orders.
• Troubleshoot processing issues within Teams, scheduling, production, engineering, A+W support, and IT.
• Assist customers with tracking and expediting orders as required.
• Place purchase orders for products.
• Coordinate deliveries with customers.
• Log customer complaints, coordinate returns for inspections, and issue credits as required.
• Maintain technical knowledge of Saand products (benefits/comparisons).
• Assist outside sales representatives.
• Coordinate interdepartmentally with Production, Scheduling, and Shipping on customer‑specific requirements.
• Conduct customer account visits, including project discussions, alignment of project orders, understanding of customers’ planning schedules, and coordinating back to our scheduling for capacity planning.
• Review skid, BOL, delivery run sheets to ensure company meets customer deadlines.

• Plenty of room for growth and advancement.
• Excellent working environment, team‑centric culture.
• Benefits package available after probation period.
• Work‑life balance.

• Annual additional $250 towards your benefit.
• Recognition: BBQs, Christmas party, and luncheon.
• Dental, Vision, and Extended Health benefits.
• Employee Assistance Program.
• RRSP Match.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

• Minimum of 3 years of customer service experience in a manufacturing environment.
• Working knowledge of MS Office and sales order software, and strong keyboarding skills.
• Ability to read and understand technical drawings and diagrams (asset).
• Fluency in English and French, written and oral, mandatory.
• Excellent time management, analytical, and problem‑solving skills.
• Knowledge of the glass industry (tempering, I.G., laminated glass, fabricated glass) is an asset.
• Demonstrated strong attention to detail.
• Proven customer service orientation.
• Strong proficiency in…