Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE - LAVAL OFFICE

Are you passionate about customer service and looking for a role where your professionalism makes a difference every day?

Come join our dynamic Distribution team and help us deliver an exceptional customer experience!

At Yokohama Tire Canada, we believe that our team members make all the difference when it comes to achieving our goals, fulfilling our mission, and delivering exceptional products and service to our customers. We value the differences that make each of our colleagues unique and recognize that every individual’s contribution is essential to our organization’s success.

Come pave the way with us!

As a Customer Service Representative within our team, you will be the first point of contact for our customers, delivering professional and reliable service with every interaction. Reporting to the Customer Service Manager, you will be responsible for answering internal and external customer inquiries, entering orders accurately, and collaborating across departments to ensure a seamless customer experience.

As a true ambassador of our brand, you will contribute to customer satisfaction by responding to needs with care, resolving issues efficiently, and identifying opportunities to add value at every interaction—ensuring customers feel confident and well-supported in choosing us.

• Answer internal and external customer requests and inquiries in a professional and timely manner.
• Provide customers with accurate information regarding product availability and proactively recommend suitable alternative products when items are out of stock or in limited supply, ensuring service continuity and effectively meeting customer needs.
• Identify opportunities to recommend complementary products or tailored solutions that enhance the overall offering, deliver added value to customers, and contribute to the company's business objectives.
• Handle end-user complaints professionally, redirecting them to the appropriate department when necessary.
• Support requests under our Customer Care Guarantee program, ensuring compliance with the program’s guidelines and requirements.
• Offer support and guidance to customers on Yokonet platform usage.
• Process customer orders accurately and without delay, ensuring conditions align with the applicable programs.
• Process authorized Special Marketing Requests (SMR), booking orders, employee orders, and order re-pricing at the end of programs.
• Inform warehouses of all shipping and delivery matters and collaborate with the warehouse team to support order logistics and shipments.
• Assist the sales force with customer account information and collaborate on warranty concerns and claims.
• Keep Account Managers informed of customer issues, concerns, and complaints, and work together to resolve booking discrepancies.
• Release priority backorders daily and maintain customer files on a weekly basis.
• Support some accounting tasks as needed (payment term changes, credits, invoice discrepancies) and assist with Mail-in Rebate program requests in compliance with program guidelines.

• Strong customer-oriented mindset, with the ability to answer internal and external questions in a professional manner.
• Proactive and results-oriented mindset, with the ability to recognize and capitalize on opportunities to deliver added value in every customer interaction.
• The ability to stay calm and maintain exceptional customer service under pressure.
• Excellent communication skills—speaking and writing clearly in both French and English.
• A collaborative, team-oriented approach—reaching out to peers and cooperating with your supervisor to build strong working relationships.
• Strong attention to detail and accuracy in order entry and data management.
• Comfort with technology and proficiency in Microsoft Office.
• Strong organizational skills with the ability to manage multiple priorities effectively.

• Post-secondary degree.
• 3 to 5 years of experience in a similar customer service role, preferably in a business-to-business (B2B) environment.
• Computer literate, with proficiency in Microsoft Office.
• Bilingual—fluency in both French and English (spoken and…