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Customer Service Specialist, Bilingual

Natural Factors Inc.
Coquitlam BC
The Customer Service Specialist, Bilingual handles customer and consumer questions, concerns and complaints and follows through to ensure that they are resolved to achieve customer satisfaction. Also provide Sales Rep support, while taking into consideration the company’s commitment to our seven Core Values such as Sustainability (people, the planet, and profit) in the planning and implementation of all actions related to the area of responsibility.
  • Receive French and English customer/consumer calls and determining the requirements and needs of each respectively.
  • Answer product questions and provide technical advice and information requested.
  • Log all calls/faxes/emails  into the Customer Relationship Management program (CRM) and update all follow up in detail through to resolve – 24 hour turnaround
  • Investigate invoice discrepancies by verifying order, checking discounts, checking buying groups, checking pick slips, checking invoices and calling the customer to keep updated on progress – resolve – 24 hour deadline.
  • Trace missing boxes/ shipments, checking pick slips to ensure boxes sent, obtaining waybill #, contacting courier for Proof of Delivery (POD), calling customer to keep updated on progress.
  • Verify and input all credits and returns for overstock, damaged products and customer returns.
  • Communicate effectively with the department or personnel best suited to qualify, investigate or provide information needed to answer customer/ consumer calls and follow though to resolve.
  • Provide Sales Reps with the needed support for ordering, customer account and product information, customer follow through requests.
  • Provide Order Desk with needed order entry support when required.
  • Attend department meetings prior to shift start when required.
Other Possible Responsibilities:
  • Discount and buying group programming and maintenance
  • Proofread information sheets and newsletters
  • Send opening packages to new customers
  • Send gift baskets and free samples to accounts (promo orders)
  • Process shipping tallies (CRM reports and bonuses)
  • Provide sales department with details of availability of products and back orders
  • Status 4 report and reprints
  • Special customer orders
  • Draft French consumer responses for letters and e-mails
  • Credit processing back up
  • Key Account point person
  • Key Account pre-paid inventory and reports


  • Fluent in French and English verbal and written communication
  • Heath Industry related product knowledge certification and experience (May include degree in Health Sciences, Biology, Biochemistry, Pharmacology, Herbalist, Nutritionist, or other related field of study)
  • Computer literacy
  • Strong knowledge of Natural Factors products and procedures an asset
  • Absolute attention to detail
  • Problem solving skills
  • Ability to organize and priorities
  • Excellent follow through 
  • Excellent communication skills, verbal and written
  • Good interpersonal skills
  • Pleasant and professional phone manner
  • Absolute attention to detail
  • Problem solving skills
  • Customer service orientated work ethic
  • Ability to remain positive and calm during demanding calls

Posting Details

This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Only electronic applications can be accepted. This position will close when a competitive candidate pool has been identified. We thank you all for your applications; however, only those selected for an interview will be contacted. You can check the status of your application by logging in to your account. All the best!


Natural Factors


Monday to Friday 7:00 am - 3:30 pm



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Natural Factors Inc.

Natural Factors Inc. is a manufacturer of certified organic herbs and nutritional supplements.