Job Description
Position Type:
Permanent | Full-time | Monday to Friday | Availability outside regular working hours as required based on operational needs
Job Description
Reporting to the Customer Service Manager, the Customer Service Representative is responsible for processing and following up on orders, managing consumer complaints, and maintaining a high level of customer satisfaction across all our divisions in Canada and the United States.
Key Responsibilities
- Manage the full order processing cycle, including order entry, follow-up, and issue resolution for strategic customers
- Act as the main point of contact for assigned accounts, ensuring clear, timely, and professional communication
- Collaborate with Logistics, Planning, and Operations teams to resolve issues and ensure delivery deadlines are met
- Monitor account performance, identify recurring issues, and recommend process improvements
- Handle customer inquiries and escalations professionally and in a timely manner
- Provide courteous and professional customer service, demonstrating a strong sense of responsibility and accountability
- Analyze, process, and appropriately respond to consumer complaint emails
- Keep relevant departments informed of the root causes of complaints and follow the established process
Advantages and benefits offered
- Employee discount on the product
- Employee Assistance Program (EAP)
- Teleworking
- On-site parking
- Benefits (medical and dental)
Knowledge and skills sought
- High school diploma
- Minimum of three (3) years of customer service experience (experience in a manufacturing environment is an asset)
- Bilingual, both spoken and written (French and English), to ensure effective communication with various teams and customers
- Experience working with an ERP system
- Proficiency with Microsoft Office
- Strong customer service orientation
- Excellent communication skills and a customer-focused approach
- Strong active listening skills, with the ability to identify needs and ask the right questions
- Collaborative mindset and strong interpersonal awareness
- Strong stress management skills and the ability to remain calm in demanding situations
- Demonstrated attention to detail, organization, commitment, and efficiency in completing tasks
- Excellent interpersonal skills, diplomacy, and the ability to build and maintain trusting relationships with internal customers and suppliers
- Ability to effectively manage multiple files simultaneously, set priorities, and maintain performance under pressure
- Flexibility regarding work schedule to respond to urgent situations, when required
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