Customer Service Representative

Position Summary

The Customer Service Representative supports the Customer Service department by processing customer orders, responding to inquiries, and coordinating with internal teams to ensure a seamless client experience. This role involves problem-solving, order tracking, and offering solutions to meet and exceed customer expectations. The ideal candidate is professional, detail-oriented, and committed to upholding the company's values of Integrity, Teamwork, Service Excellence, and Growth.

Key Responsibilities

• Customer Order Management
• Process sales orders received via email, EDI, or phone.
• Ensure accurate order entry and follow up on order status and fulfillment.
• Customer Communication & Inquiry Handling
• Respond to customer inquiries professionally and courteously.
• Provide timely information regarding stock availability, pricing, delivery, and promotions.
• Issue Resolution
• Investigate and resolve service issues such as order discrepancies, overages, shortages, and damaged goods.
• Process RMAs and issue returns when required.
• Account Setup & Maintenance
• Set up new customer accounts and maintain updated records.
• Maintain filing systems for customer orders, packing slips, and invoices.
• Credit & Policy Compliance
• Review and process credit/debit notes.
• Ensure customers adhere to Conditions of Sale.
• Collaboration & Cross-Functional Coordination
• Liaise with internal departments such as shipping, logistics, and finance to meet customer needs.
• Attend trade shows or customer events as needed.
• Other Duties as Assigned
• Support department goals through additional tasks as required.

Required Skills and Qualifications

• Post-secondary diploma or degree.
• Minimum of 3 years' customer service experience.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Exceptional customer service, interpersonal, and communication skills.
• Strong problem-solving skills and attention to detail.
• Professional, organized, and able to multitask effectively.
• Ability to take initiative, work independently, and collaborate within a team.
• Ability to meet deadlines and perform well under pressure.
• High level of service orientation for both internal and external stakeholders.
• Discretion, judgment, and tact in handling sensitive information.
• Previous manufacturing experience is an asset.
• Bilingualism in English and French is considered an asset.

Core Competencies

• Customer Service and Communication
• Strong verbal and written communication skills to respond clearly and professionally to customer inquiries.
• Ability to communicate effectively with internal departments and external clients to ensure seamless service delivery.
• Order and Process Management
• Skilled in processing and managing sales orders across multiple platforms (email, EDI, phone).
• Capable of monitoring, tracking, and updating order statuses to ensure timely fulfillment and customer satisfaction.
• Issue Resolution and Attention to Detail
• Demonstrated ability to resolve customer issues such as shortages, overages, and product returns with accuracy and care.
• High attention to detail when reviewing order information, credit/debit notes, and service-related documentation.
• Collaboration and Teamwork
• Works effectively with colleagues across departments such as logistics, finance, and supply chain to support customer needs.
• Contributes to a positive team environment by sharing information and working collaboratively to meet department goals.
• Service Excellence and Company Values
• Demonstrates professionalism, integrity, and a customer-first mindset in all interactions.
• Embodies the company's values of Teamwork, Service Excellence, Integrity, and Growth through reliable, solution-oriented service and a commitment to continuous improvement.

Job Types: Full-time, Permanent

Pay: $60,000.00-$65,000.00 per year

Benefits:

• On-site parking

Ability to commute/relocate:

• Mississauga, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: In person