Customer Service Representative

Summary

The Customer Service Representative (CSR) is the first point of contact for our customers at CTG Brands Inc., and is responsible for delivering exceptional service and support throughout the order lifecycle. This role involves handling inbound inquiries, processing orders, resolving issues, claims and ensuring customer satisfaction. The ideal candidate is a friendly, organized, and solutions-oriented professional with experience in a B2B or consumer goods environment.

• Respond to customer inquiries via phone, email, and online channels in a timely and professional manner
• Enter, review, and update sales orders accurately in the ERP system
• Track shipments, resolve delivery issues, and follow up on backorders or product availability
• Assist customers with product information, pricing, and order status
• Collaborate with internal teams including Sales, Logistics, and Accounting to resolve customer issues quickly and effectively
• Handle returns, credits, and warranty claims according to company policy
• Maintain accurate customer records and documentation
• Identify recurring customer issues and elevate them to management for process improvements
• Support seasonal call/email volume surges and participate in special projects as needed
• Assist in the operation of our twice annual Customer Open Houses (January/February and August) said operation of which might include being present in the office on the weekend of the shows
• Payment Processing:
  Manage receipt of incoming payments, including cheques, credit card and EFT, ensuring accurate matching and recording within the accounting systems.
• Account Analysis:
  Perform regular account reconciliations and keep customer accounts current
• Collection Management:
  Issue and monitor aging reports to identify any overdue accounts, implement collection strategies and actively follow up with customers to settle outstanding balances.

• High school diploma required; college diploma in Business Administration or related field preferred
• 2+ years of customer service experience, ideally in a wholesale, distribution, or consumer goods company
• Strong communication and interpersonal skills with a professional phone manner
• Proficiency with Microsoft Office and experience using ERP or CRM systems (e.g., Sage, Net Suite, Salesforce)
• Ability to multitask and prioritize in a fast-paced environment
• Positive, team-oriented attitude with a passion for providing excellent service

• Company events
• Extended health care
• Dental care
• Vision care
• Employee assistance program
• On-site parking
• Paid time off
• Tuition reimbursement

• Bonus pay