Hybrid Customer Success Specialist (St. Thomas)

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

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.