Customer Service Agent - Retail

Who we are

Richelieu Hardware is a North American leader in specialty hardware: we import, distribute and manufacture products for more than 120,000 customers across North America -- cabinet and furniture manufacturers, cabinetmakers and hardware retailers.

Our team has 3,200 people, more than half of whom are shareholders of the company.

Your role

Richelieu Hardware is looking for a Retailink-Storelink Agent to join the Retail Division at our Head Office in Ville Saint-Laurent.

This role reports to the Retail Project Director and works alongside the other agents on the Retailink team, which is the central point of contact for the Retail Division for merchandising and maintaining our products and displays at Canadian, American and international retailers.

You coordinate orders for products and displays with marketing and other departments, then follow each step of the project: internal coordination, shipping, in-store assembly, quality control and return follow-up, using Excel schedules and the Wrike project management software. You act as the point of contact between retailers, representatives, installation agencies and internal teams.

We are looking for a team player who is comfortable communicating, organized and detail-oriented, who enjoys setting priorities and organizing tasks to meet deadlines.

Responsibilities

This role touches all or part of the tasks below; how they are divided varies depending on projects and current priorities.

1. Retail project coordination

• Coordinate orders for products, displays and returns with internal teams (marketing, product specialists, supply chain and purchasing).

• Update tracking files to ensure good internal visibility of projects.

2. Shipment and assembly follow-up

• Confirm delivery of furniture and stock orders with customers before assembly.

• Send tracking numbers to representatives (assemblies without an agency) and confirm component availability with assigned agencies.

• Ensure that documents required by merchandising agencies are sent (planograms, buyback/return documents).

• Follow up on returns with agents and customers after assembly, through to the issuance of credits.

3. Quality control

• Analyze weekly reports from our merchandising agents on the Yoobic platform and send our feedback to the agency by email.

4. Follow-up on buyback and post-installation repair requests

• Manage requests received in the Storelink email inbox (the mailbox stores and agencies use to communicate with us), open tracking tickets for parts to be replaced, and keep the tracking table up to date.

5. Support for product sheet management

• Update retailers' product sheets in Excel based on product additions or removals.

Requirements

• Experience in retail stores; experience in hardware (RONA, Home Depot, BMR, CANAC) will be considered an asset.

• Team spirit and good communication skills, in French and English.

• Strong organizational skills, attention to detail and rigour.

• Customer service mindset.

• Resourceful and autonomous.

• Ability to manage several files simultaneously and meet tight deadlines.

• Good command of computer tools and openness to new technologies.

• Comfortable with the Microsoft Office suite (especially Excel) and open to learning new tools (Wrike, Yoobic).

• If you don't have experience but have the right personality and willingness to learn, don't hesitate to apply!

What we offer

• A stable Quebec company, present in Canada and the United States for more than 50 years.

• A competitive base salary based on the market.

• The opportunity to become a shareholder of the company.

• A flexible work environment that promotes work-life balance.

• Ongoing training and career development opportunities.