Special Order Customer Experience Representative – Bilingual, English/French

Staples Promotional Products

Special Order Customer Experience Representative managing special orders and customer inquiries. Coordinating with vendors and sales teams to ensure accuracy and timely delivery.

Posted 5/30/2026full-timeMontreal • 🇨🇦 CanadaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Partner with Sales Representatives and key accounts to manage product sourcing, quoting, order entry, processing, delivery, and invoicing
Serve as the primary point of contact for customers and vendors—providing quotes, order confirmations, proofs, tracking updates, and resolving inquiries
Coordinate directly with vendors for product sourcing, purchase orders, pricing confirmation, and delivery timelines
Manage order lifecycle activities including acknowledgements, status updates, and issue resolution to ensure on-time delivery
Collaborate with Accounting to ensure timely invoicing and resolve discrepancies
Proactively identify and resolve order, vendor, or invoice issues to deliver a seamless customer experience
Research and prepare competitive, profitable quotes while maintaining margin expectations
Recommend products and creative solutions that meet customer objectives and exceed expectations
Maintain accurate records of orders and activities within internal systems (e.g., Linc)
Support continuous improvement by sharing best practices and participating in team meetings and training
Provide backup support to team members and assist with special projects, trade shows, or customer events as needed

Requirements

What you’ll need

Bilingual fluency in English and French
High School Diploma or equivalent combination of education and experience
2+ years of related or transferable experience, including customer service experience
Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and PowerPoint
Experience with order processing systems and workflows (e.g., sourcing, quoting, PO generation, invoicing)
Familiarity with SAGE or similar industry tools
Background in promotional products, merchandising, or purchasing
Strong business acumen with the ability to balance profitability and customer satisfaction
Experience working directly with vendors and managing end-to-end order execution
Strong organizational, communication, and multitasking skills
Attention to detail and ability to work accurately in a fast-paced environment
Ability to adapt, stay flexible, and maintain a positive attitude in changing or high-pressure situations

Benefits

Comp & perks

Inclusive culture with associate-led Business Resource Groups
Vacation Allotment and Holiday Schedule
Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order processingquotingpurchase ordersinvoicingcustomer serviceMicrosoft Office SuiteExcelOutlookPowerPointSAGE

Soft Skills

bilingual fluencystrong business acumenorganizational skillscommunication skillsmultitasking skillsattention to detailadaptabilityflexibilitypositive attitudeproblem-solving

Certifications

High School Diploma