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Position: Bilingual (Eng & French) Customer Service Lead / Office Manager
Company: TerraCycle Canada
Location: Toronto, Ontario

TerraCycle Overview

TerraCycles mission is to Eliminate the idea of Waste®.

Headquartered in Trenton, N.J. and operating in over 20 countries across the Americas, Europe and Asia Pacific, TerraCycle is a global innovator in green business. It partners with many of the worlds largest consumer product companies and retailers to create collection and recycling solutions for hundreds of traditionally non-recyclable waste streams. By working with companies, retailers, governments and consumers, TerraCycle is able to collect and solve for just about every waste stream, from snack wrappers and contact lenses to ocean plastics and cigarette butts, all waste streams that otherwise end up in landfills, oceans, or incinerators. TerraCycle has received hundreds of awards globally and has been highlighted in some of the worlds most recognized media outlets, including CNN, Wall St. Journal, New York Times, Forbes and thousands of others.

In May 2019, TerraCycle launched its newest initiative, Loop, a global circular shopping system that enables brands, retailers and consumers to transition from single-use disposable materials to reusable, durable packaging, washed by Loop and refilled by the brands. Loop has engaged many of the world's largest consumer product companies (including P&G, Nestlé, Unilever, PepsiCo, Coca-Cola, and Mondlez) and many of the worlds largest retailers in this platform. Loop is currently available in the mid-Atlantic and Northeastern U.S and Paris and Lille France, with plans to expand into several new markets including Canada, Japan, the UK and Germany in 2020.

Job Overview:

We are looking for a Bilingual Customer Service Lead/Office Manager to work alongside the local Canadian team. The position requires excellent French/English written and verbal communication skills, intermediate computer skills and experience with Microsoft Office, leadership and motivational skills, the ability to build relationships with colleagues and the public at all levels, ability to plan and prioritize your own work and other people's, high attention to detail, the ability to handle daily tasks as well as additional ad hoc tasks. The position is located in our Toronto, ON office.

Essential Functions and Responsibilities:

  • Take all incoming phone calls and manage the inquiry, or involve other employees as needed
  • Review customer inquiries and respond according via email, live calls, voicemail returns
  • Develop and implement service procedures, standard responses, and internal Customer Service protocol
  • Liaise between Account Management and Marketing teams to ensure that all information presented online to Customers is up-to-date and accurate
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Keep accurate records and document customer service actions and discussions using Zendesk in addition to responding to Telephone inquiries
  • Review and assess customer/participant accounts and make changes and adjust any information as according to customer requests
  • Build and maintain relationships with strategic collection points and locations within the TerraCycle Collection Network
  • Inform customers/callers about other products and services that the company offers
  • Support communications with public collection points as necessary
  • Manage ordering and fulfilment for small purchases as necessary via phone and customer service inquiries
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the departments daily operations
  • Maintain an orderly workflow according to priorities
  • Help solve staff complaints and queries
  • Support on small internal inquiries
  • General admin (shipping packages, overnighting documentation, scanning, filing.)
  • Coordinate and prepare for office events
  • Ad hoc responsibilities as they arise


  • BA/BS required
  • French Speaking (Bi-Lingual English and French)
  • Intermediate knowledge of Microsoft Office
  • Ability to multitask and stay organized even among interruptions
  • Incredible organization and attention to detail
  • Excellent writing and communication skills
  • Positive and warm demeanour
  • Strong time management skills with ability to manage numerous projects simultaneously
  • The ability to thrive in a fast-paced, high-volume work environment with changing priorities
  • A problem solver capable of thinking outside the box


  • Salaried position
  • Generous paid time off
  • Health insurance (with subsidized medical plan)

Job description is not all inclusive. TerraCycle reserves the right to amend this job description at any time. TerraCycle is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

Please apply with your cover letter and resume here.

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Current status: Open/apply now.   Date publiée : Mar 24 2020    Numéro : 56481