Customer Service Representative

Job summary

Reporting to the Supervisor, the incumbent will be responsible for delivering high-quality customer service by ensuring the intake and processing of orders, as well as all related follow-ups.

Main responsibilities

• Process customer orders by phone and email;
• Perform product research on supplier websites as needed;
• Prepare and send quotations to clients;
• Conduct proactive follow-ups with clients regarding the status of their orders and deliveries;
• Enter, update, and ensure the accuracy of customer, order, and follow-up information in Dynamics SL and HubSpot;
• Respond to incoming calls and assist in managing the department’s shared inbox.

Qualifications and skills required

• Minimum of one (1) year of customer service experience in a B2B environment;
• Excellent command of both French and English, spoken and written;
• Experience with an ERP and/or CRM system (Dynamics SL is an asset);
• Proactive, customer- and solution-oriented approach with the ability to manage multiple requests simultaneously in a high-volume environment;
• Strong ability to work both independently and as part of a team;
• Knowledge of the fire protection and/or plumbing industry (an asset).

* Proficiency in spoken and written English is required, as the person in this role will be in regular contact with our offices in other Canadian provinces or with clients located outside Quebec.