Bilingual Product Support

Job Description

Rust-Oleum Canada is a worldwide leader in protective paints and coatings for both home and industry. We offer a wide range of market leading brands in small project paints, wood care and high performance coatings.


Results will reflect that the associate is a highly motivated, professional, energetic individual, with an ability to problem solve and handle multiple priorities in a timely and organized fashion, with integrity. The successful candidate will be approachable and have a customer focus.

The primary result expected from the Bilingual Product Support Associate is to assist internal/external consumers and customers by providing product recommendations and information and resolving product problems.


Typical tasks for this position include (but are not limited to) the following:

  • Confer with customers by telephone, email or live chat to provide information about proper selection of products and their use, products and services or help resolve product complaints.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in our complaint tracking database.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Liase with other departments to investigate unresolved customer grievances.
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any potential reimbursements.
  • Resolve customers' product complaints by performing activities such as exchanging merchandise, refunding money, and forwarding information to appropriate departments for adjusting bills.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Rust-Oleum is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Rust-Oleum will make accommodations available to applicants with disabilities upon request during the recruitment process.

Required Skills

  • Minimum 2 years Customer Service Experience delivering product support, or 4 years experience in the customer service field.
  • Solid understanding of the Customer Service Function.
  • Candidate must be fluently bilingual (English/French) (oral and written).
  • Ability to handle multiple priorities at the same time.
  • Customer focused, patient with people, great listening skills and excellent phone manner are required.
  • Must be a team player who can deal with adversity, highly stressful situations and challenges on a daily basis.
  • Excellent communication skills, both verbal and written.
  • Strong MS Excel skills are a requirement.
  • Previous experience in SAP is an asset.
  • Experience in do-it-yourself projects an asset.
  • Proven analytical skills and attention to detail.
  • Ability to work a flexible schedule (occasional evenings and Saturdays) as required.
  • Selected candidate will be punctual, energetic, articulate, positive and professional.

Job Location
Concord, Ontario, Canada
Position Type
Street Address

200 Confederation Parkway, Concord, Ontario L4K 4T8

See Inside the Office of Rust-Oleum

When sea captain Robert Fergusson accidentally spilled raw fish oil on his rusty metal boat deck, he discovered the anti-corrosive properties the oil offered. In that moment, the original idea for Rust-Oleum was born. Today, the company is one of the world’s leading manufacturers of protective paint and coatings for both residential and commercial projects.

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