B2B Customer Service Representative

Job Responsibility:

B2B Customer Service Representative

Location: Markham, ON Shift: Monday to Friday, 9:30 am - 5:30 pm Type: Permanent Full-time

About Pacific Smoke International

Pacific Smoke International is Canada's leading distributor of electronic vaporizers and manufacturer of award-winning e-liquids. Our mission is to empower individuals across the country to quit smoking and transition to safer, smoke-free alternatives. As a rapidly growing, passionate, and energetic company located in Markham, ON, we're proud to offer exciting careers in a dynamic industry poised for continued growth.

We seek professionals who align with these values and are committed to helping eliminate combustible cigarettes by offering better lifestyle choices to Canadians.

About The Role:

As a B2B Customer Service Representative, you will be the primary point of contact for our retail partners and distributors across Canada. You'll be responsible for ensuring a high-quality customer experience by responding to inquiries, resolving product or order issues, and providing support throughout the customer journey — from order placement to post-sales support. This role is essential to strengthening our business partnerships and contributing to client satisfaction and retention.

Key Responsibilities:

• Deliver exceptional service via email and inbound/outbound calls to retail and distribution clients in English.
• Build and maintain strong, long-term relationships with B2B customers to foster loyalty and repeat business.
• Manage a portfolio of B2B accounts with professionalism, efficiency, and attention to detail.
• Process and monitor orders, credits, returns, and replacements through the company ERP system (SAP/NetSuite or similar).
• Collaborate closely with Sales, Logistics, Finance, and Product teams to ensure order accuracy and timely delivery.
• Investigate and resolve issues related to product defects, shipping delays, and account discrepancies.
• Coordinate and process warranty claims with detailed validation and follow-up procedures.
• Identify trends in client concerns and provide feedback to the leadership team to support continuous improvement.
• Maintain accurate records of all customer interactions, issues, and resolutions.
• Support internal initiatives and projects to enhance the B2B client experience.
• Take ownership of our customer base and proactively look for ways to enhance their experience.

• Stay ahead of industry regulations, product updates, and compliance requirements to provide expert guidance to clients.
• Other responsibilities assigned by Manager

Required Skills & Qualifications:

• 1-2 years of experience in a B2B customer service, sales support, or account management role preferred.
• Strong verbal and written communication skills in English (French is an asset) .
• Proficiency in using ERP systems (e.g., SAP, NetSuite) is a strong asset.
• Post-secondary education in business, marketing, or a related field is an asset.
• Detail-oriented with strong problem-solving, critical thinking, and decision-making abilities.
• Empathy, patience, and professionalism in handling complex customer concerns.
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Customer Focused: able to meet and exceed the needs of customers by delivering high-quality service. Able to establish and maintain an effective relationship with customers and gain their trust and respect
• High proficiency with Microsoft Office Suite (especially Excel and Outlook).
• Experience working in distribution, wholesale, or industrial environments is an asset.

Join the Movement

If you are a results-driven, self-motivated individual who thrives in a collaborative and fast-paced environment, we invite you to join our team at PSI. You will have the opportunity to make a meaningful difference in the lives of people nationwide while working in an inclusive and supportive environment.

Take your next step in a booming industry that makes a positive impact on people's lives. Join Pacific Smoke International and help us empower Canadians to live smoke-free.

We thank all applicants for their interest; only those selected for an interview will be contacted. Pacific Smoke international is an equal opportunity employer and encourages all qualified candidates to apply. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process.