Customer Service Representative

The Customer Experience Representative (CXR) is responsible for serving client accounts with a dedicated customer‑centric focus, including the creation, management and coordination of all order entry and logistics activities associated with that customer account. This role is also responsible for applying Core Values to each task and customer, answering calls in the queue and providing product information to both potential and established customers, ensuring a consistent and optimal experience is delivered.

KEY

ACCOUNTABILITIES

Service and manage customer accounts within North America from order entry to successful delivery of the product on time.

Demonstrates a solid understanding of logistics requirements for both Canadian and US customer orders, communicating with transportation and tracking shipments, and

Ensure a high level of customer service and an exceptional experience is consistently delivered by responding to customer enquiries, both internally and externally, received via telephone, or email in a timely and courteous manner.

Take ownership for customer satisfaction and strive for excellence by achieving/exceeding customer expectations, especially when investigating and resolving customer’s complaints or issues.

Maintain accurate and detailed records on specific account as related to information requirements, discussions, or correspondence with customers.

Answer telephones and assist with any incoming inquiries relating to the status of purchase orders, product‑specific information and shipment information. Demonstrate a thorough knowledge of product lines, provide accurate product and pricing information, and appropriately communicate to customers.

Enter orders into Anatolia’s system accurately and efficiently, manage orders and delays, check stock and back orders, relay information or changes to customers in a courteous and timely manner, and ensuring the system is updated accordingly.

Provide ongoing support and assistance to the Customer Experience Team as necessary.

Assist with special projects and perform other duties as assigned.

Learns and employs Anatolia business processes and policies while performing daily tasks.

IDEAL QUALIFICATIONS

High School Diploma required.

Post‑secondary education an asset.

Minimum of 1‑2 years of relevant customer service experience, preferably from within the construction or building material industry.

Bilingual in French considered an asset.

Experience relating to logistics and shipping/receiving is an asset.

Proficient with database systems (Excel) is a must.

Previous exposure to an ERP/WMS system required, SAP will be considered an asset.

Demonstrated ability balancing customer expectations and company interests.

High attention to detail, results oriented, and ability to work in a fast‑paced environment.

Excellent written and verbal communication skills with a high degree of emotional maturity for enhanced performance and conflict resolution.

This position also requires:

Interactions with internal or external customers employing professional common courtesy, providing requisite and correct information along with straightforward support.

Demonstrated experience and ability working with somewhat complex information as related to analysis, problem solving, and reasoning to perform job duties.

Demonstrated accountability for quality, accuracy and adherence to detailed work instructions with some discretion exercised within pre‑determined limits and procedures authorized by a supervisor.

Demonstrated capability to occasionally provide guidance to other staff as needed in relation to the execution of job duties and assigned projects.

Demonstrated understanding that work contributions have some influence beyond the immediate department and organization and as such duties are executed with care, accuracy and compliance to instructions.

Demonstrated ability to apply creative problem solving and idea generation to work tasks as occasionally required.

Demonstrated ability to work collaboratively and with common courtesy towards other departments, customers or suppliers.

Capability to deliver a consistently high level of customer service to internal or external customers is…