Customer Service Representative

We are looking for a detail-oriented and customer-focused Returns, Customer Service Representative to join our team. In this role, you will manage the end-to-end customer returns process, including credits, investigations, and issue resolution. You will work closely with customers and cross-functional teams to ensure returns are handled accurately, efficiently, and in compliance with company policies.

This is an excellent opportunity for someone who enjoys problem-solving, collaborating with multiple stakeholders, and delivering a positive customer experience while helping drive continuous improvement.

As a Customer Returns Representative:

• Manage customer returns from request through final resolution.
• Review return requests to ensure they meet company policies and agreements.
• Process customer credits, replacements, and account adjustments accurately.
• Investigate return-related issues and help identify root causes.
• Partner with Warehouse, Quality, Purchasing, Accounting, and suppliers to resolve return concerns.
• Process customer quote requests and sales orders in a timely manner.
• Provide customers with product and service information and support.
• Maintain accurate customer records and documentation.
• Monitor order status reports and follow up on outstanding items.
• Work with internal teams to resolve customer issues and ensure a positive customer experience.

Qualifications:

• 3-5 years experience in a return, customer service role
• Post-secondary education in Business Administration or a related field is considered, an asset.
• Strong written and verbal communication skills.
• Excellent attention to detail and commitment to accuracy.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Effective problem-solving and investigative skills.
• Ability to work collaboratively across multiple departments and functions.
• Proficiency with MS Office, Excel and ERP Systems.
• Bilingual (French and English*), spoken and written. (*) This qualification is required as you will be interacting with partners, vendors, internal/external clients and/or staff across Canada on a regular basis.

We are an equal opportunity employer. While we appreciate all expressed interest in joining our team, only candidates selected for interviews will be contacted.

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