Bilingual Customer Experience Specialist

Job Posting: Bilingual Customer Experience Specialist Join RigCraftor and help transform the transportation industry! About RigCraftor At RigCraftor, we design and manufacture innovative solutions that improve safety, efficiency, and longevity for workers across the logistics chain. Our mission is clear: to make the transportation industry safer and enable logistics professionals to reach their full potential. We're growing quickly and are at a pivotal stage where every customer interaction directly impacts our reputation, customer loyalty, and future growth. Your Mission We're not looking for someone to simply "answer support tickets." We're looking for someone who takes ownership of the entire customer experience—from the first interaction through complete resolution. Your role is to become our customers' trusted point of contact. Understand their needs quickly, solve problems efficiently, and turn every interaction into a positive experience. At RigCraftor, customer service isn't just a support function—it's a competitive advantage that directly influences our reputation, customer loyalty, and growth. Your Responsibilities Customer Support Respond to customer inquiries by phone, email, and chat (Shopify, Amazon, Zoho Desk). Quickly identify customer needs and manage each case through to resolution. Process returns, exchanges, refunds, and credits according to company policies. Handle difficult situations with professionalism, empathy, and sound judgment. Recommend the right products and solutions based on customer needs. Order & Shipping Management Monitor Shopify and Amazon orders and proactively communicate updates to customers. Resolve shipping exceptions (delays, lost packages, fulfillment errors) with carriers and our 3PL partners. Escalate complex cases to management with a clear summary of the situation and actions already taken. Internal Collaboration & Continuous Improvement Keep customer records up to date in Zoho Desk, Shopify, and Amazon. Identify recurring trends and share insights to improve our products, processes, and customer experience. Contribute to continuous improvement by recommending solutions and updating procedures when needed. Track key customer service metrics (ticket volume, response times, outstanding cases). And when needed, roll up your sleeves—because at RigCraftor, everyone contributes. Your Profile You're comfortable communicating in both English and French, verbally and in writing. You quickly understand situations and find practical solutions. You can manage multiple priorities, stay organized under pressure, and keep moving things forward. When you take ownership of a problem, you make sure it gets resolved. You genuinely enjoy helping people, and it shows in every interaction. Our customers notice the difference. What We're Looking For: Excellent bilingual communication skills in English and French (spoken and written). 2–5 years of customer service experience in a B2B, B2C, or e-commerce environment. Strong communication and problem-solving skills. Ability to manage multiple cases simultaneously in a fast-paced environment. Experience using a ticketing or customer support platform. Experience with Shopify or another e-commerce platform (major asset). Experience with Amazon Seller Central (major asset). Comfortable using digital tools (email, CRM, spreadsheets, etc.). Strong organizational skills, attention to detail, and ability to prioritize. What We Offer We offer a role where your work makes a real difference. Every satisfied customer directly contributes to RigCraftor's reputation and growth. You'll work at the heart of our operations alongside our logistics, sales, product development teams in a fast-moving environment where ideas are quickly turned into action. You'll have the autonomy to do your job well, the trust to make decisions, and the support you need when challenges arise. Location On-site position at our Québec City office Ready to take on the challenge? Send your resume to calalancette@rigcraftor.com