Customer Service Representative

COMPANY BACKGROUND
 

Tree Island Steel Ltd.  ("Tree Island Steel" or the "Company") is a publicly listed company whose shares are traded on the Toronto Stock Exchange under the symbol TSL.  Headquartered in Richmond, British Columbia, since 1964, Tree Island Steel, through its three operating facilities in Canada and the United States, produces wire products for a diverse range of industrial, residential construction, commercial construction, agricultural, and specialty applications. Its products include bright wire; a broad array of fasteners, including packaged, collated and bulk nails; stucco reinforcing products; concrete reinforcing mesh; fencing and other fabricated wire products. The Company markets these products under the Tree Island, Halsteel, True-Spec, K-Lath, TI-Wire and Tough Strand brand names. Tree Island Steel operates in Canada under Tree Island Industries Ltd and in the United States under Tree Island Wire (USA) Inc.

ROLE OVERVIEW

We are seeking a Customer Service Representative (CSR) responsible for coordinating and processing customer orders and handling inquiries, complaints, and invoicing issues to meet both customer and company requirements. The CSR will leverage advanced ERP and business software systems to ensure efficient order management, data accuracy, and seamless communication between internal departments and customers. This position requires strong communication, organizational, and technical skills to deliver exceptional service and maintain a professional company image.

This role requires membership in the MoveUP Union, Local 378.

Salary Range: $57,268 - $60,922

RESPONSIBILITIES

• Process customer inquiries and orders accurately and efficiently using the company's ERP and order management systems.
• Provide timely information to internal and external customers regarding product specifications, lead-times, pricing, inventory availability, and delivery details.
• Utilize strong communication and interpersonal skills to support customer relationships and ensure customer satisfaction.
• Collaborate across departments to support order accuracy, fulfilment, and invoicing resolution.
• Process, expedite/de-expedite and co-ordinate customer orders and inquiries to customer order required dates, while exceeding our customers' expectations.
• Handle customer complaints, credits & debits, and invoicing problems with professionalism and attention to detail.
• Support software integrations and data transfers between ERP, CRM, and order management systems (e.g., Esker or similar platforms).
• Perform daily invoicing and maintain up-to-date pricing and customer files.
• Provide inside sales and administrative support to the Sales and Marketing team.
• Work closely with the Scheduling and Operations teams to monitor work in process, follow up proactively on order or production issues, and participate in the daily shortage meeting.
• Contribute to continuous improvement by identifying process and system enhancement opportunities.
• Other duties as assigned.

PROFESSIONAL REQUIREMENTS AND QUALIFICATIONS 

• Completion of post-secondary education in Business, Sales, or Marketing is desirable.
• Minimum of 2–3 years of customer service experience working within an ERP-driven environment (e.g. QAD, SAP, Oracle, JD Edwards, or similar).
• Experience with Esker Order Management or comparable automated order processing software preferred.
• Strong technical aptitude with Microsoft Office Suite, Microsoft 365 — especially Outlook, Excel (formulas, pivot tables, macros).
• Proven ability to work with software integrations and data management tools.
• Exceptional written and verbal communication skills in English; ability to compose professional correspondence and convey information clearly.
• Bilingual fluency in French and/or Spanish is considered an asset.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Strong data entry accuracy
• Self-motivated, dependable, and eager to learn new concepts, systems, and technologies.
• Team-oriented, adaptable, and committed to excellence in customer service.

OUR PHILOSOPHY

Our brands are built on the reputation that Tree Island Steel has earned as a manufacturer of premium wire products. Quality is engrained in our culture, and it's this dedication to quality that sets us apart. We believe True Craftmanship Endures.

OUR CORE VALUES

Our Culture is rooted in our core values and guiding principles:

• Safety & Efficiency: We take actions to maintain a safe and respectful workplace, always looking for ways to simplify and optimize our approach.
• Resiliency & Adaptability: We grow stronger through challenges, learn from our mistakes, embrace change, and are flexible when faced with adversity.
• Problem-Solving & Lifelong Learning: We never stop asking questions and seeking answers. We continuously expand our learning to gain new skills and expertise, sharing

WHY JOIN US

• Safety is our # 1 priority
• Comprehensive Benefits (Health, Vision, Dental)
• Retirement – Matching RRSP
• Service Recognition Awards
• Exciting Company Social Events