Senior Customer Service Representative

Company Overview

Trend Marketing is a leading fashion footwear company that distributes brand-name shoes B2B and B2C to retailers and consumers across Canada. With more than 650 active accounts, the company serves major department stores as well as boutique footwear retailers nationwide. Established in 1996, Trend Marketing is committed to superior product quality and customer service and currently represents over 40 footwear brands in the Canadian market. The company continues to experience strong annual growth and attributes much of its success to its dedicated and collaborative employees.

Role Description This is a full-time remote role for a Senior Customer Service Representative. The person in this position will handle incoming inquiries from retail partners, resolve order and product issues, and provide timely, accurate information on inventory, shipping, and returns. The Senior Customer Service Representative will also support training and mentoring of junior team members while maintaining high standards of professionalism and service quality.

Responsibilities:

• Manage order entry, tracking and fulfillment updates
• Manage escalated cases, coordinate with sales, logistics and accounting teams to ensure smooth account operations
• Handle escalated customer complaints with a calm, solutions-focused approach
• Monitor customer feedback, identify trends in service issues and recommend improvements to enhance overall customer experience
• Process returns, exchanges, and credit memos accurately and in a timely manner
• Collaborate with warehouse, logistics, and sales teams to resolve fulfillment issues
• Monitor open orders and proactively communicate delays or backorders to customers

Qualifications

• 5+ years of customer service experience, ideally in footwear, apparel, or distribution/wholesale
• Hands-on experience with NetSuite (order management, customer records, reporting) required
• Proven ability to stay composed and effective under pressure and tight deadlines
• Strong written and verbal communication skills
• Excellent problem-solving and conflict-resolution abilities
• High attention to detail, especially with order accuracy and data entry
• Ability to multitask across multiple accounts and priorities simultaneously
• Comfortable working in a fast-paced, deadline-driven environment
• Experience with Excel, wholesale/B2B order processes a plus
• experience in customer-focused roles, including Customer Service Representatives and Customer Service positions.
• Skills in Customer Support and Customer Satisfaction, with a track record of resolving complex issues efficiently.
• Ability to enhance Customer Experience through clear communication, empathy, and proactive problem-solving.
• Excellent verbal and written communication skills, with strong attention to detail and organization.
• Comfort with remote work, including proficiency with CRM systems, email, and virtual collaboration tools.
• Previous experience in wholesale, retail, or footwear/fashion industries is an asset.
• Demonstrated ability to manage multiple priorities, work independently, and make sound decisions.
• Relevant post-secondary education or equivalent professional experience in customer service or business.