Bilingual Account Representatvie

Metrie is a multi-national leader in the millwork industry with over 30 locations that produces and sells interior finishings across North America. We’re passionate about making a difference by helping our customers transform their houses into homes and love where they live! You’ve probably seen our products in the media featured on tv shows and magazines such as HGTV, Style At Home and House & Home, or by one of our Instagram influencers.

Why should you work for Metrie? With us, you’re more than just a number. We work hard to create a home for our Metrie family where you are empowered to be your best every day. Your contributions matter to us! We take pride in our culture of learning, ownership, and one team, and are committed to cultivating a diverse and inclusive workplace for everyone.

The Position

The Bilingual Customer Account Representative is responsible for delivering exceptional service to our customers by managing inbound and outbound communications. This role primarily involves responding to incoming calls and emails to process orders, providing updates on inventory and order statuses, and addressing routine customer inquiries and concerns. The Customer Account Representative is required to build a strong understanding of our products and customer needs to ensure a high level of satisfaction and support.

In addition to inbound service, the role includes proactive outreach through proactive outreach to assigned customers. These calls focus on following up regarding minimum order requirements, truck fill opportunities, and resolving any outstanding issues.

The Customer Account Representative reports directly to the Sales Support Lead or Manager in the region and plays a key role in maintaining customer relationships and supporting operational efficiency through timely and accurate communication.

This position is based in a regional office and requires in-branch presence. Fluency in both English and French is required to effectively support customers across multiple markets.

As Customer Account Representative, we need your customer focus and sound business acumen to:

• Deliver responsive and professional service across a high volume of inbound customer requests, including calls and emails.

• Manage more complex service activities such as quoting, inventory checks, order entry, and delivery coordination with accuracy and a strong sense of ownership.

• Demonstrate a solid level of product knowledge to effectively address customer questions and tailor solutions to meet their needs.

• Proactively conduct weekly outbound calls to assigned customers to confirm orders, truck fills, and minimum requirements, while strengthening customer relationships.

• Apply established sales support processes with discipline to ensure consistent and high-quality customer experience across assigned accounts.

• Remain composed and solution-focused when engaging with customers, working constructively to resolve issues and maintain satisfaction.

• Proactively identify recurring issues, service gaps, or customer pain points and communicate them to the Sales Support Lead/Manager with recommendations for improvement.

• Apply product knowledge to suggest alternatives or value-added options that align with customer requirements and business needs, when applicable.

• Act as a key partner to Outside Sales Representatives, collaborating daily to support customer relationships, identify opportunities, resolve issues, and ensure a consistent, high-quality customer experience.

• Take full ownership of customer requests and issues, ensuring they are tracked through to resolution and that customers feel supported throughout the process.

Who You Are

• A degree in business, communications, marketing, or a related field is preferred; equivalent work experience in customer service will also be considered.

• Proven ability to build rapport with assigned customers, proactively strengthening relationships and serving as a trusted point of contact.

• Demonstrates sound judgment, flexibility, and effective problem-solving skills to adapt service approach across a variety of customer situations.

• Capable of shifting seamlessly between inbound and outbound communications, managing high-volume periods and urgent service demands while maintaining consistent service quality.

• Open to feedback and committed to continuous development in account management, business acumen, and customer service effectiveness.

• Strong verbal and written communication skills, with fluency in both English and French, the ability to convey information clearly, professionally, and effectively across multiple channels.

• Proficient in SAP and Microsoft Office Suite, particularly Outlook, Excel, and Teams, for efficient communication, reporting, and collaboration.

• Highly organized, with demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.

• Skilled in task prioritization and capable of working independently while remaining adaptable to changing business needs.

You May Also Bring:

• Knowledge of the building materials industry, construction practices, or related sectors is preferred.

• Experience with Customer Relationship Management (CRM) systems preferred particularly with HubSpot.

What Metrie Offers

• A collaborative work environment that has clear direction for future strategy and goals

• A competitive base salary and profit-sharing program

• Comprehensive benefits package – medical, dental, and life

• 5% RRSP Matching Program

• Challenging and meaningful work, and the chance to participate on cross-functional teams across the company

• Development opportunities – we recognize potential in our people and strive to offer various opportunities for advancement, training, and personal growth

• Family-oriented culture, focused on putting our people first

In adherence to the principle of pay transparency, we are pleased to disclose the base pay for this full-time position at Metrie. The base pay range for this role is set at $52,000.00−$66,000.00. It is important to note that this position may also qualify for discretionary bonuses or commission payments. The specific base pay within the range will be contingent upon an individual's skills, qualifications, experience, and geographical location. Furthermore, it is essential to highlight that our remuneration ranges are established based on the role, level, and location.

Metrie embraces diversity and is committed to creating an inclusive environment where all team members and customers feel like they belong. We are an equal opportunity employer and invite any and all qualified applicants. We are pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005, within our recruitment process. If you require accommodation at any time throughout the recruitment process, please contact Human Resources.

Metrie conducts pre-employment screening including but not limited to background checks and drug testing for all final candidates. All applications will be independently reviewed.