Customer Service Representative

Spicers Canada; Kitchener; On-site; CAD 42,000 - 54,000; Full time

Job summary

Spicers Canada is seeking a full-time Customer Service Representative in Kitchener, with potential locations in Ottawa or Vaughan, reporting to the Customer Service Manager. You will handle telephone, fax and email orders, input orders into the system, and ensure timely invoicing and delivery coordination.

You will provide product information, suggest substitutions for pricing efficiency, maintain product knowledge, build strong customer relationships, and collaborate with Outside Sales.

Qualifications

• Post-secondary degree or diploma or the equivalent combination of education and experience.
• Minimum two (2) years’ experience in sales and customer service.
• Fluency in both English and French is considered an asset.
• Strong communication skills (both oral and written).
• Proficient in using MS Office.

Responsibilities

• 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 and delivery of product.
• Providing the highest level of service to customers including product information and suggestions of product substitutions.
• Delivery coordination and scheduling.
• Maintaining knowledge of the Company’s line of products and establishing positive relationships with customers and the Outside Sales team.
• Monitoring inventory and performing other administrative duties as required.

Skills

MS Office

Communication skills

Attention to detail

Customer service

Time management

Teamwork

Self-motivation

Multitasking

Bilingual EN/FR

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.

Your Challenge

• 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;
• Excellent customer service skills;
• 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.