Job Description

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