Sr. Customer Service Representative

Fuze HR Solutions; Cavan-Monaghan; On-site; CAD 42,000 - 56,000; Full time

Job summary

Fuze HR Solutions is seeking a Senior Customer Service Representative to support customers through the full order cycle and act as a key liaison with suppliers, sales, warehouse, logistics, and internal support teams.

The role involves processing orders, handling inquiries, preparing quotes, coordinating shipments, solving issues, and nurturing customer relationships to drive growth.

Qualifications

• Post-secondary education is preferred.
• Previous experience in customer service, inside sales, order management, distribution, industrial supply, or a related environment.

Responsibilities

• Serve as a primary point of contact for customers through phone, email, and in-person interactions.
• Process customer orders accurately, including order entry, freight arrangements, invoicing, and related documentation.
• Prepare product quotations, source materials, follow up on outstanding quotes, place orders, and coordinate expediting activities.
• Respond to customer questions and concerns promptly, identifying practical solutions and escalating complex matters when necessary.
• Maintain accurate records and ensure required documentation, including invoices, receipts, shipping records, and proof of delivery, is completed.
• Develop strong working relationships with customers, suppliers, and internal departments to maintain a high level of service.

Skills

Customer service

Order management

Inside sales

Communication

Time management

Problem solving

Data entry

French language

Education

Post-secondary education preferred

Tools

CRM systems

MS Excel

Job description

Senior Customer Service Representative

Employment Type: Full-Time, Permanent

About the Role

We are seeking a customer-focused and detail-oriented Senior Customer Service Representative to support customers throughout the full order cycle. This role serves as a key connection point between customers, suppliers, sales, warehouse, logistics, and internal support teams.

The successful candidate will be responsible for processing orders, responding to customer inquiries, preparing quotes, coordinating shipments, resolving issues, and identifying opportunities to strengthen customer relationships and support business growth.

Key Responsibilities

• Serve as a primary point of contact for customers through phone, email, and in-person interactions.
• Process customer orders accurately, including order entry, freight arrangements, invoicing, and related documentation.
• Prepare product quotations, source materials, follow up on outstanding quotes, place orders, and coordinate expediting activities.
• Respond to customer questions and concerns promptly, identifying practical solutions and escalating complex matters when necessary.
• Maintain accurate records and ensure required documentation, including invoices, receipts, shipping records, and proof of delivery, is completed.
• Develop strong working relationships with customers, suppliers, and internal departments to maintain a high level of service.
• Coordinate with shipping, receiving, warehouse, and transportation teams to ensure orders are processed and delivered accurately and on schedule.
• Monitor incoming and outgoing shipments, verify order details, and address delivery discrepancies or delays.
• Coordinate carrier pickups and deliveries as required.
• Monitor inventory availability and work with warehouse and supply chain teams to support appropriate replenishment.
• Conduct proactive outbound calls to assigned customers, strengthen existing relationships, and identify opportunities to increase sales.
• Support counter sales and other branch operations as needed.
• Participate in after-hours customer support on a rotating or assigned basis, when required.
• Continue developing product, industry, and process knowledge to provide increasingly effective customer support.
• Contribute to process improvements and a positive, collaborative team environment.

Qualifications & Skills

• Post-secondary education is preferred.
• Previous experience in customer service, inside sales, order management, distribution, industrial supply, or a related environment.
• Strong mathematical and analytical abilities.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making capabilities.
• Comfortable working with computers and business systems.
• High level of accuracy and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Professional and confident communication style.
• Knowledge of industrial products, distribution, supply chain, or vendor management is an asset.
• French-language proficiency is considered an asset.

Ideal Candidate

The ideal candidate is proactive, dependable, and genuinely committed to delivering an excellent customer experience. You are comfortable taking ownership of issues, finding solutions, and working collaboratively with a variety of stakeholders.

You demonstrate professionalism under pressure, communicate effectively with different audiences, and build trust through consistent follow-through. You are also motivated to learn, develop your product knowledge, and contribute to the success of the broader team.

Key Performance Indicators

Success in this position will be measured through areas such as:

• Order accuracy and fulfillment
• Timely and effective customer service
• Quote follow-up and conversion
• Customer relationship management
• Accuracy of shipping and documentation processes
• Achievement of assigned service and business objectives

If you are an experienced customer service professional who enjoys solving problems, building customer relationships, and working in a fast-paced operational environment, we would like to hear from you.

This posting reflects an active vacancy.

We use applicant tracking software and technology-assisted tools to support the screening and management of applications; all hiring decisions are made by our recruitment team.

We thank all applicants for their interest; however, due to application volume, only those selected for further consideration will be contacted.

Contract Info / Information sur le contrat

• Job ID / No. du Poste: 60454515
• Open Positions / Postes Ouverts: 1