Customer Service Representative

Title: Customer Service Representative.

Department: Customer Service

Reports To: Customer Service Manager

Location : North York, ON (Keele St and Finch Ave)

Status : Full-Time (Mon-Fri 9AM to 5PM – 35 hours a week)

Job Summary

The Customer Service Representative – Edit Analyst is responsible for providing excellent customer support to Canadian dealers and sales representatives. This role handles customer inquiries, reviews orders for accuracy before production, resolves issues, and works closely with internal departments to ensure smooth order processing and customer satisfaction.

Key Responsibilities

• Provide professional customer service through phone and email.
• Answer customer questions and resolve complaints in a timely manner.
• Review and verify customer orders/edits before releasing them to production.
• Identify and report order discrepancies for correction.
• Work with internal teams and customer service representatives to solve issues.
• Use resources such as price lists, websites, installation manuals, and internal systems to verify information.
• Maintain accurate customer and order records.
• Support and assist teammates when required.
• Provide backup coverage during team absences.
• Keep work organized to maintain smooth workflow.
• Follow company policies, procedures, and customer service standards.
• Promote company products and services when interacting with customers.

Qualifications & Skills

• Post-secondary education preferred.
• Minimum 3 years of customer service experience.
• Strong verbal and written communication skills.
• Excellent interpersonal and organizational skills.
• Detail-oriented with strong multitasking abilities.
• Able to work independently and in a team environment.
• Comfortable working in a fast-paced, deadline-driven setting.
• Good computer skills, including:
• Microsoft Word
• Excel
• Google applications
• AS400 system
• Experience in the office furniture manufacturing industry is considered an asset.

Work Volume

• Review and verify approximately 200 orders per week.