Customer Service Professional

Imperial Dade; Quebec; Hybrid; CAD 40,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Imperial Brady Canada in Saint-Laurent is seeking a Customer Service Professional (CXP) to deliver a smooth, connected customer experience. You will interact with customers across Canada via calls and emails while coordinating with Sales, Inventory, Credit, Operations and other departments to improve the customer journey.

The role emphasizes order processing, account ownership, ensuring timely deliveries, and proactive problem solving in a fast-paced, hybrid work environment.

Qualifications

• Customer service experience 1-3 years required.
• Industry experience in B2B setting 1-3 years preferred.
• High School diploma/GED required; Associates/Bachelor’s degree preferred.
• Bilingual (English & French) with ability to communicate with head office, vendors, and suppliers.
• Professional, mature image with strong customer experience skills.
• Excellent communication, active listening, and written skills.
• Detail oriented, able to work under pressure in a fast-paced environment.
• Ability to prioritize and meet performance goals; collaborative team player.

Responsibilities

• Respond to customer inquiries across Canada via calls, emails, and other channels.
• Process manual and electronic orders and follow up accordingly.
• Own assigned accounts and ensure orders meet cutoff times.
• Identify areas for efficiency and reduce errors.
• Coordinate with internal teams (Sales, Operations, Credit) for issue resolution.
• Maintain delivery status and order tracking for on-time delivery.
• Setup new ship-to locations and manage returns and credits as needed.
• Support system enhancements, training, and cross-training across segments.

Skills

Customer service

Bilingual English & French

Communication skills

Problem solving

Time management

Team collaboration

Education

High School diploma/GED

Associates/Bachelor’s degree preferred

Tools

Salesforce.com

Compass

IT Suite

InfoSource

Microsoft Office (Word, Excel, Outlook)

Crystal

Dayforce

Job description

Imperial Brady Canada, leading national distributor, has a job open in Saint-Laurent. The role of a Customer Service Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Service Professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal stakeholders such as Sales, Inventory Management, Credit, Operations, and other departments as required, in order to continuously improve the customer’s experience and journey with Imperial Brady. A CXP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Imperial Brady service, customer orders, products, and problem resolution.

Responsibilities:

• Communicates with the customer across Canada on a national platform by answering incoming calls, e-mails, and other customer requests.
• Processes manual and electronic orders as a primary function of the CXP role; follow up on those orders.
• Ownership of Assigned Accounts.
• Ensures orders are processed by established customer cutoff times.
• Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
• Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock.
• Manage and track all back order and open orders.
• Requests credits and enters returns in a timely manner.
• Maintains delivery status and order source tracking to ensure successful and on-time delivery.
• Identifies and works with Management to recommend solutions to customer concerns.
• Achieve performance goals as set out by management.
• Develop personal capabilities using existing training opportunities
• Cross-train across segments.
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Liaise with internal teams such as Sales, Operations, and Credit to identify areas for customer experience improvement; enlist Management support as needed.
• Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Imperial Brady journey - are actively addressed.
• Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - ensure customer has a seamless experience with the company.
• Takes a proactive problem-solving approach - from purchase to product return to customer support with Management assistance as needed.
• Uses product, market, and fundamental knowledge in combination with Imperial Brady processes and procedures to ensure customer satisfaction.
• Completes item look‑up independently (i.e., product substitutions) and/or with assistance from sales or sales support team as needed.
• Facilitate setup new ship‑to locations.
• Original entry and draw from Bill & Hold agreements.
• Action Proof Of Delivery requests.
• Initiate customer quality claims.
• Assist in the depletion of dead & excess (D&E) inventory.
• Uses available resources to organize and communicate effectively.
• Performs other related duties and responsibilities as required or assigned.
• Seeks assistance from team members and management when necessary.

Qualifications:

• Customer service experience 1-3 years required.
• Industry experience in a business-to-business setting 1-3 years preferred.
• High School diploma/GED required, Associates/Bachelor’s degree preferred.
• Bilingual (English & French). Employee needs to be able to communicate with the head office, outside vendors, and suppliers etc.
• Presents a professional & mature image.
• Great customer experience skills (friendly, courteous, proactive and helpful).
• Excellent communication skills (active listening, verbal and written).
• High level of detail & quality of work output
• Works well under pressure, enjoys a challenging and fast paced environment.
• Ability to recognize and resolve issues independently and/or with assistance.
• Consistently exhibits a high level of motivation and sense of urgency.
• Action oriented, displays resilience, and delivers results.
• Ability to prioritize and achieve performance goals as set out by management.
• Strong time management and organizational skills - speed, flexibility, and agility.
• Demonstrates a collaborative approach when working with others.
• Enjoys working in a team environment.
• Ability to problem solve and see an issue through until the end.
• Demonstrates a willingness to learn and adhere to Imperial Brady’s core values.
• Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office (Word, Excel, and Outlook), Crystal, Imperial Brady Freight, Tripsheet, Track POD, & Dayforce.
• Ability to identify and elevate issues to management team.
• Contribute to providing a safe work environment.

Working/Other Conditions:

• Hybrid work model.
• Indoor office environment.
• Ability to work in a fast-paced environment.
• Prolong periods of sitting, and computer and phone use.