Customer Service Representative

Tree Island Steel; Richmond; On-site; CAD 57,000 - 61,000; Full time

Benefits offered by this job

Comprehensive Benefits (Health, Vision

Dental

RRSP Matching

Service Recognition Awards

Exciting Company Social Events

Job summary

Tree Island Steel in Richmond, Canada, seeks a Customer Service Representative to coordinate orders, handle inquiries, and resolve invoicing issues using ERP and order management systems. The role emphasises accurate data, professional communication, and cross-department collaboration to meet customer and company requirements.

Requires 2–3 years in ERP-driven customer service, proficiency with Esker or similar software, and strong MS Office skills. Bilingual FR/ES is an asset.

Qualifications

• Post-secondary education in Business, Sales, or Marketing is desirable.
• Minimum of 2–3 years of customer service experience in an ERP-driven environment.
• Experience with Esker Order Management or comparable automated order processing software preferred.
• Strong technical aptitude with MS Office Suite, especially Excel; pivot tables and macros.
• Excellent written and verbal English communication; bilingual FR and/or ES an asset.
• Ability to manage competing priorities in a fast-paced environment.
• Dedicated to accuracy in data entry and customer records.

Responsibilities

• Process customer inquiries and orders accurately using ERP/order management systems.
• Provide timely information on product specs, pricing, inventory, and delivery details.
• Support customer relationships and ensure satisfaction through clear communication.
• Collaborate across departments to ensure order accuracy and invoicing resolution.
• Handle invoicing issues, credits/debits, and data transfers between ERP/CRM systems.
• Assist inside sales and monitor work-in-process with scheduling and operations teams.
• Participate in continuous improvement by identifying system enhancements.

Skills

ERP-driven environment

Microsoft Excel

Communication

Data entry accuracy

Multilingual asset (FR/ES)

Education

Post-secondary education in Business, Sales, or Marketing desirable

Tools

Esker Order Management

QAD

SAP

Oracle

JD Edwards

Microsoft Excel (as a tool)

Job description

ROLE OVERVIEW

We are seeking a Customer Service Representative (CSR) responsible for coordinating and processing customer orders and handling inquiries, complaints, and invoicing issues to meet both customer and company requirements. The CSR will leverage advanced ERP and business software systems to ensure efficient order management, data accuracy, and seamless communication between internal departments and customers. This position requires strong communication, organizational, and technical skills to deliver exceptional service and maintain a professional company image.

This role requires membership in the MoveUP Union, Local 378.

Salary Range: $57,268 - $60,922

RESPONSIBILITIES

• Process customer inquiries and orders accurately and efficiently using the company’s ERP and order management systems.
• Provide timely information to internal and external customers regarding product specifications, lead-times, pricing, inventory availability, and delivery details.
• Utilize strong communication and interpersonal skills to support customer relationships and ensure customer satisfaction.
• Collaborate across departments to support order accuracy, fulfilment, and invoicing resolution.
• Process, expedite/de-expedite and co-ordinate customer orders and inquiries to customer order required dates, while exceeding our customers' expectations.
• Handle customer complaints, credits & debits, and invoicing problems with professionalism and attention to detail.
• Support software integrations and data transfers between ERP, CRM, and order management systems (e.g., Esker or similar platforms).
• Perform daily invoicing and maintain up-to-date pricing and customer files.
• Provide inside sales support to the Sales and Marketing team.
• Work closely with the Scheduling and Operations teams to monitor work in process, follow up proactively on order or production issues, and participate in the daily shortage meeting.
• Contribute to continuous improvement by identifying process and system enhancement opportunities.
• Other duties as assigned.

PROFESSIONAL REQUIREMENTS AND QUALIFICATIONS

• Completion of post-secondary education in Business, Sales, or Marketing is desirable.
• Minimum of 2–3 years of customer service experience working within an ERP-driven environment (e.g. QAD, SAP, Oracle, JD Edwards, or similar).
• Experience with Esker Order Management or comparable automated order processing software preferred.
• Strong technical aptitude with Microsoft Office Suite, Microsoft 365 — especially Outlook, Excel (formulas, pivot tables, macros).
• Proven ability to work with software integrations and data management tools.
• Exceptional written and verbal communication skills in English; ability to compose professional correspondence and convey information clearly.
• Bilingual fluency in French and/or Spanish is considered an asset.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Strong data entry accuracy
• Self-motivated, dependable, and eager to learn new concepts, systems, and technologies.
• Team-oriented, adaptable, and committed to excellence in customer service.

OUR PHILOSOPHY

Our brands are built on the reputation that Tree Island Steel has earned as a manufacturer of premium wire products. Quality is engrained in our culture, and it’s this dedication to quality that sets us apart. We believeTrue Craftmanship Endures.

OUR CORE VALUES

Our Culture is rooted in our core values and guiding principles:

• Safety & Efficiency: We take actions to maintain a safe and respectful workplace, always looking for ways to simplify and optimize our approach.
• Resiliency & Adaptability: We grow stronger through challenges, learn from our mistakes, embrace change, and are flexible when faced with adversity.
• Problem-Solving & Lifelong Learning: We never stop asking questions and seeking answers. We continuously expand our learning to gain new skills and expertise, sharing

WHY JOIN US

• Safety is our # 1 priority
• Comprehensive Benefits (Health, Vision, Dental)
• Retirement – Matching RRSP
• Service Recognition Awards
• Exciting Company Social Events