Customer Service Representative

Watkins Wellness; Canada; Hybrid; CAD 44,000 - 68,000; Full time

Benefits offered by this job

Defined Contribution Pension Plan with

Health insurance

Dental coverage

Travel insurance

Employee Assistance Program (Dialogue)

Volunteer days

Job summary

Masco Canada is hiring a Customer Service Representative to join our Customer Success team in a hybrid role in St. Thomas, ON.

You will manage orders from entry through completion, resolve complex inquiries, and coordinate with planning, purchasing, warehouse and technical support to deliver excellent service. The role emphasizes independent work, bilingual English/French preferences, and proficiency with ERP/SAP, JD Edwards and Salesforce.

Qualifications

• Three or more years of customer service, order management or contact center experience, including handling complex or escalated inquiries.
• Post-secondary education in business, supply chain or a related field, is preferred.
• Bilingual (English and French) is preferred.
• Demonstrated ability to work independently, prioritize competing demands and resolve problems with sound judgement.
• Proficiency with order-entry or ERP (SAP, JD Edwards) systems and CRM (Salesforce), and comfort learning new platforms quickly.
• Strong written and verbal communication, with a professional, customer-first manner.
• Experience in a distribution, manufacturing, building-products or wholesale environment.
• Experience supporting trade, dealer, retail or channel customers in addition to direct order management.

Responsibilities

• Manage customer orders end-to-end – order entry, changes, expedites, cancellations, holds and follow-up – with accuracy and attention to detail.
• Resolve complex and escalated customer inquiries independently, including delivery discrepancies, short shipments, pricing and stock questions, and order status.
• Support a variety of customer inquiries and queues as assigned, adapting to changing workload and scheduling needs.
• Coordinate across internal teams — planning, purchasing, warehouse and technical support — to close customer issues on first contact wherever possible and reduce repeat contacts.
• Own the customer relationship through the full order cycle, communicating proactively on status, timelines and resolution.
• Identify recurring issues and recommend process or communication improvements that reduce escalations and rework.
• Maintain accurate records in the customer relationship management and order systems, and keep customer information current.
• Support and coach less-experienced representatives informally, sharing product and process knowledge as the team grows.
• Contribute to a positive, professional customer experience that reflects the company’s service standards.

Skills

Customer service

Order management

Communication

Bilingual (EN/FR)

Independent work

ERP systems

CRM (Salesforce)

Education

Post-secondary education in business or supply chain

Tools

SAP

JD Edwards

Salesforce

Job description

Customer Service Representative (Hybrid - St. Thomas, ON Office)

Build your future with Masco Canada! At Masco Canada, we’re passionate about delivering innovative solutions and exceptional customer experiences. We’re looking for a Customer Service Representative to join our Customer Success team. If you thrive in a dynamic, collaborative environment and are excited to make a meaningful impact, we want to hear from you.

WHAT WILL YOU DO?

Customer Service Representatives (CSR) are responsible for managing customer orders throughout the full order cycle while delivering accurate, timely and professional support to Masco Canada’s channel partners. The CSR resolves complex customer inquiries, coordinates with internal teams to address issues efficiently, maintains accurate customer and order information, and proactively identifies opportunities to improve processes, reduce escalations and strengthen the overall customer experience.

Key Responsibilities

• Manage customer orders end-to-end – order entry, changes, expedites, cancellations, holds and follow-up – with accuracy and attention to detail.
• Resolve complex and escalated customer inquiries independently, including delivery discrepancies, short shipments, pricing and stock questions, and order status.
• Support a variety of customer inquiries and queues as assigned, adapting to changing workload and scheduling needs.
• Coordinate across internal teams — planning, purchasing, warehouse and technical support — to close customer issues on first contact wherever possible and reduce repeat contacts.
• Own the customer relationship through the full order cycle, communicating proactively on status, timelines and resolution.
• Identify recurring issues and recommend process or communication improvements that reduce escalations and rework.
• Maintain accurate records in the customer relationship management and order systems, and keep customer information current.
• Support and coach less-experienced representatives informally, sharing product and process knowledge as the team grows.
• Contribute to a positive, professional customer experience that reflects the company’s service standards.

WHAT WILL YOU BRING?

• Three or more years of customer service, order management or contact center experience, including handling complex or escalated inquiries.
• Post-secondary education in business, supply chain or a related field, is preferred.
• Bilingual (English and French) is preferred.
• Demonstrated ability to work independently, prioritize competing demands and resolve problems with sound judgement.
• Proficiency with order-entry or ERP (SAP, JD Edwards) systems and CRM (Salesforce), and comfort learning new platforms quickly.
• Strong written and verbal communication, with a professional, customer-first manner.
• Experience in a distribution, manufacturing, building-products or wholesale environment.
• Experience supporting trade, dealer, retail or channel customers in addition to direct order management.
• Problem solving — works through complex, multi-step issues to a clean resolution.
• Ownership and accountability — sees a customer issue through to close rather than handing it off.
• Adaptability — comfortable taking on different tasks and queues and adjusting to changing priorities.
• Collaboration — partners effectively with internal teams to serve the customer.
• Attention to detail — maintains accuracy in orders, records and communication.
• Customer focus — anticipates needs and communicates proactively.

WHAT’S IN IT FOR YOU?

• Competitive Rewards and Compensation
• Defined Contribution Registered Pension Plan with employer matching
• Deferred Profit-Sharing Plan (DPSP)
• Benefit insurance coverage from Day 1, including health, dental, and travel insurance
• Employee Assistance Program (Dialogue) – access to health and wellness resources
• 2 paid volunteer days to support the communities we live and work in
• Employee Store, Employee Purchase Program, Fitness Discounts, and more!
• Opportunities for development and growth, including Buddy and Mentoring programs, LinkedIn Learning, and other virtual and in-class learning opportunities
• Participation in employee-led committees such as the Wellness Committee, Masco United (Inclusion & Belonging Committee), Philanthropy Committee, Organizational Pulse Committee, or employee impact groups

WHY JOIN MASCO CANADA?

Over a Century of Excellence - With more than 120+ years of experience, Masco Canada has established itself as a leader in the building and home improvement industry.

Diverse Brand Portfolio - We proudly offer 12+ brands delivering 20,000+ innovative water solutions, shaping the future of plumbing and home improvement.

Innovative Solutions - Our commitment to cutting-edge plumbing and water technologies keeps us at the forefront of the industry.

Collaborative & Inclusive Culture - We foster an environment where all employees are valued, respected, and empowered to contribute and grow.

Opportunities for Growth - We support continuous learning, career development, and professional growth, helping you achieve your full potential.

Making an Impact in Our Communities - We believe in giving back and actively supporting initiatives that make a difference in the communities where we live and work.

Join us at Masco Canada, where your contributions drive innovation, excellence, and positive change!

Masco Canada delivers innovative water solutions to the building and home improvement markets in Canada. We have been inspiring Canadian homes, communities, and lives for more than 100 years. Throughout this journey, our business has remained steadfast in its commitment to strong values and dedicated individuals, striving to enhance the well‑being of our team members, customers, and communities alike. With over 600 employees, our diverse and talented workforce drives our continued success and impact.

Accommodation Information

Please note: Masco Canada has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact Human Resources at [e-mail] so that arrangements can be made for the appropriate accommodations to be in place before your first step of the selection process.

Hiring Range

$43,600.00 - $68,420.00 CAD

Equal Opportunity Employment

Masco Canada (the "Company") is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company. At Masco Canada, we excel at meeting the needs of the diverse Canadian market for plumbing and related products through our exceptional people, enduring brands, and extraordinary service. Our unsurpassed market intimacy allows us to deeply understand Canadian customers, consumers, and influencers. Our manufacturing and distribution facility in St. Thomas, Ontario is home to the design, development, distribution and manufacturing of a portion of the products we represent including the Delta Commercial product line. The sales and marketing offices in Mississauga, Ontario, house our team of industry experts who are focused on representing our diverse portfolio of plumbing-related brands including: Delta | Brizo | BrassCraft | hansgrohe | AXOR | Master Plumber | Peerless | Plumbshop | FranklinBrass | Waltec | Liberty Hardware | Product categories represented by our brands include: Kitchen & Lavatory Faucets | Tub Showers | Hand Showers | Flush Valves | Commercial Grade Faucets | Plumbing & Repair Parts Programs | Valves | Plumbing Fittings | Bath Accessories

At Masco Canada, integrity is at the core of everything we do. Our commitment to excellence, the integration of diversity and inclusion into who we are and how we work, and our ability to work as a collaborative team drive our passion to win. We win by providing the best customer experience possible in all of our business dealings. Masco Canada is the Canadian division of Masco Corporation, one of the world’s largest manufacturers of brand-name products for the home improvement and new home construction markets. Masco Canada is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression. Masco Canada is committed to ensuring that each individual will have genuine, open and unhindered access to employment opportunities. Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources at [e-mail].

For more information: visit www.mascocanada.com