Customer Service Representative (12-Month Maternity Leave Coverage)

Mauser Corp.; Edmonton; Hybrid; CAD 42,000 - 60,000; Full time

Job summary

Mauser Corp. in Edmonton is seeking a dedicated Customer Service Associate to support key accounts during a maternity leave. You will manage inquiries, process orders, coordinate shipping, and maintain accurate account information across teams.

The role requires 3–5 years of customer service experience, strong communication, and ERP experience (SAP/Sage). A degree is preferred but not required, and you’ll work in a fast-paced environment.

Qualifications

• 3–5 years of customer service experience.
• Strong verbal and written communication skills.
• ERP experience (SAP or Sage) required.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Associate or bachelor’s degree preferred but not required.
• Proficient in Microsoft Office.

Responsibilities

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Handle order entry and maintenance for assigned accounts.
• Manage inbound calls from customers.
• Communicate order confirmations, changes and cancellations to customers and internal teams.
• Provide exceptional customer service by understanding needs.
• Coordinate shipping methods and track orders to ensure on-time delivery.
• Review delivery schedules and resolve conflicts with customers.
• Inform sales/operations of issues and recommend corrective actions.
• Resolve customer complaints with supervisor guidance when needed.
• Collaborate with Sales, Purchasing and Management.
• Process credits, returns and damage/shortage claims.
• Enter new account information and maintain current data.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Time management

Multi-tasking

Microsoft Office

ERP experience

Education

Associate or Bachelor's degree preferred

Tools

SAP

Sage

Job description

Responsibilities:

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Effectively handle inbound phone calls from current and potential customers
• Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
• Understand customer needs and requirements by providing exceptional customer service
• Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
• Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicate with Sales Representatives, Purchasing, and Management as needed.
• Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
• Initiate the issuing of credits, return authorizations and pallet returns.
• New account information entry as well as maintaining accurate information on current accounts.
• Performs other duties as assigned.

Requirements:

• Minimum 3-5 years customer service experience preferred required.
• Strong verbal and written communication skills.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Problem solving skills and the ability to work in a fast-paced environment.
• High attention to detail and accuracy within work.
• Associate or bachelor’s degree preferred but not required.
• Strong time management and multi-tasking skills.
• ERP experience required (ex. SAP, Sage).
• Ability to work with all areas of the business including plant and sales personnel.

This is a temporary full-time position covering a maternity leave, with an anticipated duration of 12 months. The successful candidate will play a key role in supporting the team during this period.