Customer Success Representative

Our vision is to become the world's most reliable provider of innovative hygiene solutions, improving quality of life by creating healthy spaces in the communities where we live, work, and play. Seems simple? Not at all, and that's exactly why we take on the challenge. We want to live in a world where facilities are safe and hygienic.

At Citron Hygiène, we are committed to being the best and that starts with finding the best employees. We have developed a team of extraordinary people in Canada, the United States, and the United Kingdom. As the winner of the "Globe and Mail" Exceptional Workplace title in 2019, we collaborate, demonstrate integrity, provide the highest quality in everything we do, and enjoy doing it.

Customer Success Representative

Reports to: Customer Success Manager

Salary: $51,000

Job Overview

The Customer Success Representative acts as a key point of contact and first impression for clients. This role is responsible for managing incoming requests, coordinating service requests, and ensuring a smooth customer experience.

You will serve as an intermediary between clients, service teams, and sales, while supporting contract review and approval processes.

This position is ideal for individuals who thrive in a dynamic environment, enjoy problem-solving, and excel in providing exceptional customer service.

Key Responsibilities

Customer Experience and Support

• Be the primary point of contact for client calls and inquiries
• Resolve customer concerns and complaints professionally and promptly
• Provide accurate information and maintain a high level of service quality at all times
• Order and Service Coordination
• Process, verify, and manage client orders using internal systems
• Schedule service requests and coordinate with field technicians
• Collaborate with internal teams to resolve order or service-related issues
• Sales and Contract Support
• Review, audit, and approve sales contracts to ensure accuracy and completeness
• Work closely with the sales team to ensure smooth contract execution
• Support prospecting and soft sales initiatives (as needed)
• Systems and Reporting
• Maintain accurate client records in Salesforce and internal systems
• Manage and prioritize the service queue
• Produce and support reports related to customer service performance and operations
• Process credit card payments for applicable orders
• Team Collaboration and Continuous Improvement
• Work in partnership with cross-functional teams (Sales, Operations, Finance) to improve processes
• Propose ideas to improve efficiency, accuracy, and customer satisfaction
• Actively participate in team initiatives and departmental improvements

Qualifications

• Essential Requirements
• Bilingual in English and French
• 2 to 5 years of experience in a call center or customer service role
• Excellent proficiency in Microsoft Office (Excel, Word, Outlook)
• Excellent communication and interpersonal skills
• Strong problem-solving and multitasking abilities
• Strong attention to detail and sense of precision
• Ability to work flexible hours (8 am to 8 pm, weekdays)
• Comfortable working long periods on the phone and computer
• Assets
• Experience with Salesforce or a CRM system
• Experience in retail, hospitality, or service industries
• Experience in outbound calls or soft sales techniques
• Knowledge of hygiene, facilities, or consumables sectors
• Working Conditions
• Primarily office-based position with significant time spent on the phone and computer
• Dynamic environment with multiple priorities and tight deadlines
• Requires sustained concentration, attention to detail, and adaptability

What You Will Bring

• Strong customer orientation
• Ability to collaborate professionally and diplomatically between teams
• Positive, dynamic, and solution-oriented attitude
• Excellent organizational and accountability skills

Why Join Us

• Opportunity to play a key role in the customer experience and company success
• Collaborative and supportive work environment
• Exposure to cross-functional teams and company operations
• Career growth opportunities within a growing organization

POSITION OPEN

The statements above are intended to describe the general nature and level of work performed by individuals in this job. They should not be considered an exhaustive list of all tasks, duties, and responsibilities required. Management reserves the right to modify, add, or remove tasks and assign other tasks as necessary. Additionally, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Citron Hygiène is an equal opportunity employer and welcomes applications from qualified candidates of all backgrounds and abilities. Furthermore, reasonable accommodations may be made to enable individuals with disabilities to participate in the recruitment process and complete the essential functions of this role.

As a people-focused company, we believe that every candidate deserves a genuine human experience. Our recruitment process is entirely driven by our team; no AI is used at any stage. Every evaluation, analysis, selection, and hiring decision is made thoughtfully by a recruiter and/or hiring manager.

Citron Hygiène places great importance on the integrity of the recruitment process and strongly encourages candidates to rely on the following sources for information on employment opportunities: the official Citron Hygiène website, Indeed, and Glassdoor.