Senior Customer Service Representative

SC Johnson Professional; Brantford; On-site; CAD 43,000 - 56,000; Full time

Benefits offered by this job

Profit sharing

Short-term incentives

Long-term incentives

Benefits program

Job summary

SC Johnson Professional in Brantford, Ontario, is seeking an experienced administrative support or customer service professional to serve as the trusted voice for customers, processing orders and resolving issues with a solution-focused approach.

You will enter sales orders and credit notes into SAP, handle pricing and shipping questions, manage returns, and maintain CRM records while collaborating with the Sales Office Manager and broader teams.

Qualifications

• Grade 12 or equivalency gained through alternate education.
• 3+ years of Administrative Support OR Customer Service experience.
• Experience with SAP S4/HANA and CRM systems is preferred.
• Strong English writing and verbal communication skills.

Responsibilities

• Enter sales orders and credit note requests for designated accounts into SAP.
• Answer or refer queries regarding pricing and shipping details.
• Issue return orders and manage follow-ups.
• Complete Sample orders for sales staff stock.
• Manage back-orders and rectify errors per policy.
• Maintain CRM records (Sales Logix) as requested by Sales Office Manager.
• Respond to general website inquiries and assist with pricing updates.

Skills

Customer service

Conflict resolution

Negotiation

Attention to detail

Written communication

Verbal communication

Multi-tasking

Flexibility

Education

Grade 12 or equivalent

Tools

SAP S4/HANA

Sales Logix CRM

Microsoft Office

Job description

Joining the team at SC Johnson Professional makes you part of a family company with a deep history in the professional market as a leading manufacturer of skincare, cleaning and hygiene products, and smart technologies. We provide solutions to Healthcare, Clean Industrial, Industrial, Office & Institutional, Hospitality & Travel, and Retail & Entertainment markets.SC Johnson Professional is a business unit within SC Johnson, a family-owned and led company and leading manufacturer of quality, trusted products since 1886.ABOUT THE ROLEFrom our Brantford, Canada office, this role serves as the trusted voice for our customers by delivering responsive, professional, and solution‑focused support. Working closely with teams across SC Johnson Professional, the position ensures clear communication, efficient issue resolution, and a customer‑first experience in every interaction.KEY RESPONSIBILITIESEnter sales orders and credit note requests for designated accounts into SAP network computer systemEnter customer / distributor orders and answer or refer queries regarding pricing and shipping details for designated accounts.Issuing return orders and managing follow-upsComplete Sample orders for sales staff stock.Ensure all back-orders and errors are rectified to the satisfaction of customers/distributors and company policy for designated accounts.Some customer maintenance in CRM program, Sales Logix as requested by Sales Office ManagerRespond to general website inquiriesAssist with pricing updates and associated communication.Must become familiar with the rules and safety programs applicable, follow prescribed health and safety policies and procedures and participate in the process of identifying, reporting and assisting in eliminating risks to health and safety in the workplace.REQUIRED EXPERIENCE YOU’LL BRINGGrade 12 or equivalency gained through alternate education3+ years of Administrative Support OR Customer Service experiencePREFERRED EXPERIENCES AND SKILLSSAP S4 Hanna ExperienceKnowledge of SC Johnson Professional products and product codes, delivery and pricing terms. Knowledge of competition's products helpful. (Gained through experience.)Computer skills in company-personalized computer software programs, acquired through on-site trainingOrganizational skills to ensure filing is completed accuratelyInterpersonal skills to screen calls and deal with or refer queries/complaints/orders from distributors/customers in person and/or telephoneListening and verbal communication skillsWritten communication skills for responding to customer inquiriesGood knowledge of spelling, punctuation and grammar to proofread and edit work (own and others)Exceptional conflict resolution, negotiation and objection handling skillsHighly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environmentAble to effectively communicate both verbally and in writingCan remain calm and solution-focused when managing urgent or complex issuesAbility to deal with customers sensitively, tactfully, diplomatically and professionally at all timesJOB REQUIREMENTSFull-time position, hours are 8:30 a.m. to 4:30 p.m.Office work environment, Brantford, ON office; 1 day remote assigned by SupervisorThis position is not eligible for relocationThe Company's Total Rewards package is at or above industry levels. The expected base salary range for this position is between 42,921.00 CAD - 56,334.00 CAD. Job related skills, experience, education, and location will be considered in setting actual starting base salary. In addition to your base salary and depending on job level, eligibility, and performance, a total package may include profit sharing, a short-term incentive and/or long-term incentives. As a family company, benefits are a key piece of our Total Rewards package as well and we’re proud to provide a comprehensive, competitive, and differentiated benefits program that our people and their families value.Inclusion & DiversityWe believe Inclusion and Diversity is more than a program. We embed inclusive practices in our day-to-day work, the way we relate to our colleagues, collaborate, and make decisions.We value the collective richness of the differences people bring to the organization, including style, personality, thoughts, race, ethnicity, culture, religion, gender, gender identity, sexual orientation, age, and disability – that enables all to bring their full contributions to the organization.SC Johnson & Son Inc., SC Johnson Professional, and SC Johnson Lifestyle Brands is committed to accessibility in its workplace and recruitment processes for persons with disabilities. If you require accommodation in order to participate in this recruitment process, please contact Human Resources.