Bilingual Client Services Representative

Bilingual Client Service Coordinator

Integrated Merchandising Solutions (IMS) is a leading merchandising solutions company delivering strategic process management to world class clients. IMS’s primary focus is Point-of-Sale Management (in-store promotional signage and displays), Promotional Products (apparel, gifts, and promotional incentive items), Digital Signage and Warehousing/Fulfillment activities. Visit us at: https://www.imsretail.com/

IMS is wholly owned by Omnicom Group (NYSE: OMC), an interconnected global network of leading marketing communication companies offering a diverse, comprehensive range of marketing solutions to drive bottom line results for its clients www.omnicomgroup.com.

Bilingual Client Service Coordinator

IMS is seeking a professional and detail-oriented Bilingual Client Service Coordinator (French/English) to join our team in our Toronto, Ontario office. The successful candidate will serve as a key point of contact for one of our valued Canadian clients, delivering exceptional customer service through multiple communication channels.

This role offers the unique opportunity to work in a bilingual environment while supporting both external clients and internal teams

Primary Responsibilities Include

• Communicate with customers via email and telephone to identify, investigate, and resolve issues and inquiries related to products, order fulfillment, and campaign support.
• Balance multiple priorities while delivering superior service quality and maintaining attention to detail.
• Process and maintain customer orders accurately in the company operating system and make all necessary system entries.
• Provide campaign activation consultation to advise customers on basic merchandising collateral placement for active campaigns.
• Represent IMS professionally through customer interactions and strong relationship-building efforts.
• Collaborate with internal departments (Account Management, Operations, and Production Teams) to ensure accurate and timely issue resolution.
• Enter and monitor cases through the full lifecycle with accuracy in salesforce.
• Multi-task effectively across various responsibilities in a fast-paced environment while managing daily workflow and priorities.
• Communicate customer feedback and insights to relevant internal stakeholders for continuous improvement.

Experience/Qualifications

The ideal candidate must possess and demonstrate a high level of organizational and communication skills. Strong candidates will be tech-savvy and quick learners who take initiative and are proactive. They must be poised and possess a calm working style, and work well under pressure. They must possess the ability to prioritize and manage multiple projects.

• 2-5 years customer service experience
• Communicates fluently in French and English, both verbally and in writing
• Active listener who clearly understands customer needs and concerns
• Technical aptitude with experience in Salesforce or similar systems
• Always maintains a professional and courteous demeanor
• Ability to handle a variety of tasks independently and efficiently
• High energy and positive attitude

The salary range for this job is C$48,000 to $56,000 - The salary range provided in this job posting is an estimate based on market data and internal equity. Final compensation will be determined based on knowledge, skills, experience, location, and other relevant factors such as certain certifications that may be desired for this role.