Customer Service Represenative

Spicers-Canada; Ottawa; On-site; CAD 38,000 - 48,000; Full time

Job summary

Spicers Canada ULC is seeking a Customer Service Representative to join our team in Kitchener, Ottawa or Vaughan. You will handle orders, provide product information, and coordinate deliveries to ensure customer satisfaction.

The role requires strong communication, detail orientation, and the ability to manage multiple priorities; bilingual English and French is an asset. You will collaborate with Sales and cross-functional teams to maintain relationships and improve service levels.

Qualifications

• Post-secondary degree or diploma or the equivalent.
• Minimum two years' experience in sales and customer service.
• Experience with paper manufacturing or graphic products is an asset.
• Strong communication skills, both oral and written.
• Proficient in MS Office.

Responsibilities

• Receive and process customer orders by phone, fax, and email.
• Input orders to ensure timely invoicing and delivery.
• Provide product information and advise on substitutions.
• Coordinate deliveries and maintain customer relationships.
• Monitor inventory and assist with other duties as assigned.

Skills

Strong communication

Time management

Teamwork

Customer-service oriented

Bilingual English/French asset

Education

Post-secondary degree or diploma

Tools

MS Office

Job description

Backed by a fifth-generation family-owned company, Spicers is a leading distributor of commercial print and business papers, specialty products, graphic solutions, sign & display equipment and materials, and packaging and facility supplies and equipment.

We’re based in Vaughan, Ontario, with 13 regional locations that include custom manufacturing facilities in Edmonton, Toronto and Winnipeg, as well as cash and carry locations, product showrooms and equipment demo sites.

We are currently looking for a full-time Customer Service Representative located in Kitchener, Ottawa or Vaughan, reporting to the Customer Service Manager.

Under the supervision of the Customer Service Manager, the duties and responsibilities of the Customer Service Representative include, but are not limited to, the following:

• Receiving and processing customer telephone, fax, and email orders in a professional and courteous manner;
• Inputting customer orders in the system to ensure timely printing of invoices in the warehouse and delivery of product;
• Providing the highest level of service to customers including product information, suggestions of product substitutions or grouping product for pricing and advising customers on how to purchase more efficiently;
• Delivery coordination;
• Receiving customer feedback and escalating/resolving issues as required;
• Sourcing alternative product if required;
• Maintaining and sharing knowledge of the Company’s line of products;
• Establishing and maintaining positive relationships with customers and Outside Sales team;
• Monitoring of inventory;
• Additional administrative duties as required;
• Other duties as assigned.

Your Qualifications:

• Post-secondary degree or diploma or the equivalent combination of education and experience;
• Minimum two (2) years’ experience in sales and customer service;
• Industry knowledge and understanding of paper manufacturing, paper distribution, graphic products, printing processes, sign and display or industrial supplies and packaging considered an asset;
• Strong communication skills (both oral and written);
• Proficient in using MS Office;
• Excellent attention to detail;
• Strong organization and time-management skills;
• Punctual, dependable, and reliable;
• Excellent teamwork and team building skills;
• Self-directed and self-motivated;
• Ability to manage multiple projects and priorities; and
• Fluency in both English and French is considered an asset.

Working Conditions:

• Able to work on a computer for numerous hours which may result in strain on wrists, eyes, back, etc.;
• Ability to work in a busy, open area office;
• May have to spend long hours in concentration which requires attention to detail and high levels of accuracy;
• This position faces a number of deadlines which may cause stress; and
• Work may require occasional weekend and/or evening work.

Spicers Canada ULC is an equal opportunity employer and welcomes all interested parties. Spicers Canada is able to offer accommodations to potential candidates and new employees during the recruitment and selection process and encourages individuals who may require accommodations to contact Human Resouces.