Customer Service Representative Lead

WATSON GLOVES: Who We Are

With 108 years of experience, Watson Gloves is North America’s single source for hand protection offering over 2,000 different styles to cover glove-use: at work, at home, at play. We are a Family -owned company that is committed to providing Authentic and Fun experiences for our people and our customers that deliver above and beyond customer and employee experiences based in Integrity and Continuous Improvement .

Our drive for being industry leaders in glove innovation and focus on the four pillars of corporate social responsibility play a large part in our success as we live out our Just Cause by elevating industry for the greater good through sustainability and innovation protecting people and our planet.

If you like to work in a cool, collaborative workplace where we like to have fun but get the job done, look no further than Watson Gloves. “We’re glovers, not fighters” – Watson Marketing Team.

Role: Customer Service Representative Lead

Location: Burnaby, BC

Salary Range: $62,000 - $68,000

The Role

As a lead member of our customer service team, you will be responsible for delivering top-tier service while building strong relationships with our clients. In this Lead role you will also support the CSR Manager by helping resolve challenges, mentoring to team members, and assisting with daily operational priorities to help drive team performance and ensure an exceptional customer experience.

YOUR core responsibilities

General Duties

• Develop and maintain a high level of product knowledge along with an understanding of industrial safety protection.

• Develop relationships with the customers and in time, should be able to greet customers by name

• Online Chat assistance

• Order entry in GP

• Processing credit card charges through Bambora

• EDI orders & their follow up management

• Booking Order entry & management

• Order management pertaining to shipping, backorders, open orders & best practices

• Utilize product knowledge and advise customers on products applicable for their needs and substitutions for desired products.

• Assist customers over the phone, email, or online chat, with inquiries relating to pricing, stock availability, cross-over products, orders, and shipments, forwarding leads to HPS as needed.

• Vet return authorization information and forward to Sales Reps

• Track missing shipments and backorders

• Monitor customer balances and communicate to Finance

• Assisting Sales Staff with product availability and other information as requested

• Recommend substitute items to customers as required

• Generate Add on sales

• Alert Manager on pricing discrepancies

• Ensure all territory Open Orders are actioned weekly

• Manage transfer & expedite territory back orders weekly

• Assist walk-in customers

• Attend Trade Shows when needed

• Stay active on Social Media (LinkedIn, Twitter, Facebook)

• Partake in any training offered that contributes to your overall development

• Work within our Core Values

CSR Lead Duties

• Support CSR Manager with morning huddles & PK sessions with team and lead in their absence

• Assist CSR Manager with work flow on the CSR team and problem solve bottlenecks when needed

• Support CSR Manager and communicate order entry errors or performance issues

• Provide CSR backup to the CSR team when needed.

• Provide support for Grainger and the National Accounts as needed

Sales Support

• Provide support to Hand Protection Specialists (sales representatives)

What YOU BRING to Watson Gloves

• Minimum high school diploma

• 4+ years of customer service experience

• Excellent time management, written and verbal communication skills

• Advanced knowledge of Microsoft Excel, Word, Outlook and GP

• Team player with strong interpersonal skills

• Ability to identify sales opportunities with customers

Our VALUES

• Family Spirit: we support each other and we work as a team

• Integrity: we deliver on our promises every single day

• Fun: we work hard and play hard

• Authentic: we are true to who we are and what we do

• Continuous Improvement: We continually invest in our people and improving our processes

What we OFFER

• Competitive compensation package including bonus opportunities

• Comprehensive benefits package and time off policies

• RRSP matching program

• Company laptop

• Opportunities for professional development through our Talent Investment Program

• On-site gym and fitness equipment

• On-site parking available

• Great work environment & culture - we're recognized as one of Canada's Best Managed Companies 2026!

• Lots of fun events & company SWAG

Thank you for your interest in Watson Gloves #WG! Only those applicants selected for an interview will be contacted. We wish you the best in your job search.

Watson Gloves is an equal opportunity employer, that fosters a diverse & inclusive workplace; one in which we are all working towards the same Just Cause of elevating our industry for the greater good, through sustainability and innovation, protecting people and our planet. Watson Gloves abides by Federal laws and does not discrimination on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information. For more information on our Diversity & Inclusion statement & practices visit: Watson Gloves Careers - Watson Gloves