Customer Service Representative

Axis Communications; Edmonton; On-site; CAD 42,000 - 60,000; Full time

Job summary

Canplas Industries seeks a Customer Service Representative to support multiple accounts from our Edmonton, AB location. The role is hybrid with three days on-site (Tue-Thu) and hours 8:30am–5:00pm.

You will handle inquiries on price, delivery, and technical support, manage orders, and coordinate with production and distribution. Requirements include minimum 3 years in customer service, strong communication, and ERP experience; SAP/Infoflo familiarity is a plus, bilingual English/Spanish is

Qualifications

• Professional customer service experience across multiple levels of an organization.
• Strong time management and follow-up skills.
• Excellent written and verbal communication abilities.
• Team-oriented with a positive attitude and accuracy.
• Ability to resolve issues through collaboration.
• Familiarity with SAP and ERP systems is a plus.
• Bilingual English/Spanish is a strong asset.

Responsibilities

• Respond to inquiries regarding price, delivery, or technical support.
• Respond to inquiries regarding the status of customer orders.
• Resolve delays, service problems and disputes.
• Enter, release and track customer orders via EDI, email, and phone.
• Verify customer account numbers, pricing, terms, delivery requirements.
• Track backorders and coordinate with production, purchasing and distribution.
• Prepare quotations and liaise with service teams to ensure proper service.
• Provide technical support referencing Canplas publications.
• Respond to all customer inquiries in a timely manner.

Skills

Customer service

Time management

Communication skills

Team player

Organizational skills

Telephone manners

Bilingual (English/Spanish)

Tools

SAP

Infoflo

Job description

Customer Service Representative Canplas Industries is a North American business unit located in Canada. Our team develops and produces solutions that meet our clients’ most demanding expectations. We are passionate about creating sustainable, innovative solutions for the markets we serve. We provide people around the world with innovative solutions, leading our industry in a way that anticipates the rapidly evolving needs of our customers. We are seeking a highly motivated Customer Service Representative professional to join our team in Edmonton, AB.

The incumbent will support multiple accounts and work across all levels of the organization, in addition to serving our customers externally.

Principal Responsibilities

• Respond to inquiries regarding price, delivery, or technical support.
• Respond to inquiries regarding the status of customer orders.
• Resolve delays, service problems and disputes.
• Enter, release and track customer orders via EDI, email, and phone, using our in-house ERP solution.
• Verify customer account numbers, pricing, terms, delivery requirements etc.
• Track backorders and ensure production, purchasing and distribution are reacting accordingly.
• Prepare quotations.
• Liaise with other departments from the service team to ensure proper service from all directions.
• Provide technical support by referring to various Canplas publications.
• Respond to all customer inquiries in a timely manner.

Key Performance Expectations

• Willingness to learn.
• High drive for building strong customer relationships based on customer satisfaction.
• Overall management of sales orders and customer inquiries.
• Understanding of pricing relationships, and/or ability to organize price information.
• A firm grasp of the Canplas computer system (Infoflo and/or SAP experience preferred, but not required).
• Relationship with internal colleagues and ability to resolve problems and disputes by consulting with the appropriate team members.
• Positive attitude and team focused outlook.
• High degree of organization and accuracy.
• Telephone manners and skills.

Qualifications & Experience

• A very professional manner and a demonstrated commitment to providing excellent customer service in previous roles – comfortable interacting with all levels of the organization.
• Minimum 3 years of experience as a customer service representative.
• Good time management and follow-up skills, including the ability to effectively balance quality and quantity of output.
• Excellent computer and internet skills, especially Microsoft Office and Outlook.
• Demonstrated ability to effectively resolve customer issues and complaints patiently.
• Strong written and verbal communication skills.
• Good team player including the demonstrated ability to contribute to and foster a positive team environment.
• Knowledge and experience using SAP would be considered an asset.
• Industry experience is an asset.
• English-Spanish bilingualism a strong asset.

Location and Hours

This is a hybrid role with three (3) days/week on-site, Tuesday-Thursday. The anticipated scheduled is 8:30am-5:00pm.

Canplas is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for Canplas jobs. To request an accommodation, please contact HR at [e-mail]

Canplas has been a leader in the construction plastics industry since 1966. Headquartered in Barrie, Ontario—with offices in Edmonton, Alberta and Langley, B.C. — Canplas started out as a manufacturer of ABS and PVC pipe fittings for the plumbing industry. From the very beginning, we prioritized state-of-the-art equipment, stringent quality testing, and an unrelenting commitment to customer service. This proved to be a very successful combination for our business. As our engineers pioneered new plumbing products and injection molding techniques, we saw how our expertise could serve other construction markets. Today, Canplas manufactures high-quality plumbing, ventilation, central vacuum and grease separation products for residential and commercial buildings all over the continent. We continue to improve and grow our product offering. Innovation is central to our corporate DNA. In fact, Canplas holds over seventy patents and design registrations for products. From manufacturing processes to supply chain management, we are continually looking for areas in which we can innovate in order to better serve our customers.