Customer Service Representative

Overview

The Opportunity:

The role requires executing day‑to‑day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow‑up actions.

The shift is 11AM‑7PM Eastern (8AM‑4PM Pacific). The position is 100% remote in Canada.

• Process customer purchase orders, resolve order‑related issues, and handle internal and external customer inquiries.
• Cross‑reference products and offer substitutes to increase revenue.
• Expedite shipments and communicate with suppliers, customers, and sales representatives.
• Serve as a liaison to enable sales growth.
• Handle inbound customer communication (calls/emails) regarding processing, expediting, and troubleshooting of orders in both French and English.
• Own the customer request and experience from initiation to conclusion.
• Process all customer requests via computer, using multiple complex systems on dual monitors.
• Research and resolve customer issues, expedite back‑orders, handle returns and special requests.
• Clarify complaints, determine causes, select and explain best solutions, expedite corrections or adjustments, and follow‑up to ensure resolution.
• Proactively interact with outside sales force to keep pricing and other concerns communicated.
• Provide high‑level, quality service closely aligned with sales to enable growth.
• Track performance metrics such as schedule adherence, productivity, and quality standards.
• Follow up with sales, suppliers, and customers on outstanding issues.
• Identify opportunities for process improvement and make recommendations.
• Make decisions based on policies and precedent, seeking guidance as necessary.
• Perform other duties as assigned.

• High School diploma required.
• 1‑3 years of experience in a customer service role preferred.
• Intermediate PC skills, ability to work in multiple systems concurrently, using dual monitors.
• Experience with SAP, C4C (SAP Cloud), or other CRM tools preferred.
• Good written and spoken English;
  French proficiency is a plus.

The expected pre‑tax pay for this position is $44,000.00 – $71,300.00. Actual pay may differ depending on relevant factors such as prior experience and geographic location.

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at r and let us know the nature of your request and your contact information.