Customer Service Agent // Préposé(e) au service à la clientèle
Top Benefits
About the role
Hagen Group5 days ago
Hybrid
Baie-d'urfe, QC
Mid Level
Top Benefits
Deferred Profit Sharing Plan (DPSP)
Medical, dental, and vision coverage
Hybrid work: 2 days in office
About the role
Customer Service Agent - Montreal, West Island - HYBRID:
Are you passionate about Pets?
Join the world’s largest privately-owned pet product company as our newest Customer Service Agent. Get to know our products inside and out while assisting our loyal customers with any challenges they may face, via email and phone calls. Join a team of empathetic, animal-loving customer experience experts.
Why Join Hagen Group:
Hagen Group is a trusted, Canadian, family-run business for 70 years, founded in 1955 with a commitment to innovation and quality that continues today. Headquartered in Montreal and with a worldwide presence, our iconic brands cover every popular pet category, with a reputation for nutritional excellence and strong trade relationships. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
Discover Some of Our Brands:
Catit: catit.ca (https://)
Exo-Terra: exo-terra.com (https://)
Nutrience: nutrience.com (https://)
How You’ll Be Contributing:
- Provide courteous, accurate, and efficient customer service by phone and email.
- Manage customer cases and priorities in OMNI; ensure all required fields are completed.
- Process and follow up on orders from start to finish, confirming receipt, discontinued items and confirming POs, delivery dates, and shortages
- Verify order accuracy (pricing, discounts, carriers) and review orders on hold or below minimum value.
- Maintain order and product data in company systems (OMNI, Salesforce, Elite, KAO, Amazon).
- Create claims, reports (Order Register, Turnover, NIL), and maintain training materials.
- Manage B2B customer setup, activations, and communications.
- Support Sales with inquiries and assist consumers when needed.
- Perform additional duties to support company operations and growth.
We'd Love to Hear from You if You:
- Be a good listener, inquire about and use proposed tools to enhance work quality.
- Demonstrate strong motivation and strong teamwork ethic.
- Excellent knowledge of customer service best practices for quality results.
- Proficiency with the Microsoft Office suite.
- Propose innovative ideas to promote continuous improvement.
- Excellent communication skills in French, as well as English as most customers are located in other parts of the globe.
- Comfortable in accepting changes in systems and processes.
- Attendance as well as punctuality are of the utmost importance in this position to maintain the level of service expected.
- Above all, be an outstanding team player.
Work With Us, And Benefit From:
- Generous DPSP (Deferred Profit Sharing Plan)
- Employee discount program
- Medical coverage (dental and medical)
- EAP, Wellness and Mental Health Support
- Hybrid work model (2 days in office)
- Employee Referral Program
- Great work-life balance with flexible work and core hours
- On-site Gym (head office)
- Monthly lunch and daily coffee & snacks at the office
- Learning and development reimbursement
- Pet (mostly dogs) friendly office
- On-site, free parking
- Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives
//
Agent(e) de service à la clientèle
Avez-vous une passion pour les animaux de compagnie?
Joignez-vous à la plus importante entreprise privée de produits pour animaux de compagnie en tant que agent ou agente de service à la clientèle. Apprenez à connaître nos produits de fond en comble tout en aidant, par courriel et par téléphone, nos fidèles clients avec tout problème rencontré. Joignez-vous à une équipe empathique de spécialistes en expérience client qui adorent les animaux de compagnie.
Pourquoi joindre le Groupe Hagen :
Fondé en 1955, le Groupe Hagen est une compagnie familiale canadienne de confiance depuis 70 ans. Les marques iconiques de l’entreprise, dont le siège social est à Montréal, englobent toutes les catégories d’animaux de compagnie populaires et jouissent d’une réputation d’excellence en nutrition et de solides relations d’affaires dans l’industrie. Notre objectif est simplement d’améliorer la vie des animaux de compagnie, qui en retour améliorent la nôtre.
Découvrez quelques-unes de nos marques :
Catit: catit.ca
Exo-Terra: exo-terra.com
Nutrience: nutrience.com
Votre contribution :
- Offrir un service courtois, précis et efficace par téléphone et par courriel.
- Gérer les dossiers clients et les priorités dans OMNI; s’assurer que tous les champs requis sont remplis.
- Traiter les commandes de A à Z : confirmation de réception, ruptures de stock, articles discontinués et confirmant les bons de commande, les dates de livraison et les manquements
- Vérifier l’exactitude des commandes (prix, rabais, transporteurs) et réviser celles en attente ou sous le montant minimum.
- Maintenir à jour les données de commandes et de produits dans les systèmes internes (OMNI, Salesforce, Elite, KAO, Amazon).
- Créer des réclamations, rapports (Order Register, Turnover, NIL), et maintenir les documents de formation.
- Gérer la mise en place et la communication avec les clients B2B.
- Soutenir l’équipe des ventes dans leurs demandes et assister les consommateurs au besoin.
- Effectuer d’autres tâches pour soutenir les opérations et la croissance de l’entreprise.
Exigences :
- Une bonne capacité d’écoute, un esprit curieux et l’envie d’utiliser les bons outils pour améliorer la qualité du travail.
- Une grande motivation et un fort esprit d’équipe.
- Une excellente connaissance des bonnes pratiques en service à la clientèle pour assurer des résultats de qualité.
- Maîtrise de la suite Microsoft Office.
- Des idées innovantes pour contribuer à l’amélioration continue.
- Une excellente communication en français et en anglais, puisque plusieurs clients sont situés à l’international.
- Être à l’aise avec les changements de systèmes et de processus.
- La ponctualité et l’assiduité sont essentielles afin de maintenir le niveau de service attendu.
- Et surtout, un excellent esprit d’équipe!
Travailler avec nous, c’est profiter des avantages suivants :
- RPDB généreux (Régime de participation différée aux bénéfices)
- Programme de rabais du personnel
- Couverture médicale (frais dentaires et médicaux)
- PAE (Soutien en bien-être et santé mentale)
- Modèle de travail hybride (2 jours/semaine en présentiel)
- Programme de recommandations par des employés
- Excellente conciliation travail/famille avec heures de travail flexibles
- Salle d’exercice sur place (siège social)
- Dîner mensuel et café et collations quotidiennes au bureau
- Remboursement de cours de formation et de développement
- Bureaux acceptant les animaux de compagnie (principalement les chiens)
- Stationnement gratuit sur place
- Faire partie d’une compagnie qui contribue à ses communautés depuis presque 70 ans grâce à une variété d’initiatives philanthropiques
About Hagen Group
Manufacturing
201-500
Trusted, Canadian family-run business for 70 years
It’s in our DNA Hagen Group’s story began in 1955, when Rolf C. Hagen founded the company that bore his name, built on his reputation of integrity and excellence. Shortly after arriving in Canada, he began exporting bird seeds back to his native Germany. The arrival of his brothers, Dieter and Horst, helped the Hagen Company grow into one of the world’s most respected manufacturers and distributors of pet supplies. The Hagen Company has remained a thriving family-owned business known for its innovation. The family tradition continues with the next generation of Hagen leadership, with Rolf Hagen Jr at the helm, together with his brothers Tom and Mark, forging a global reputation for pet product excellence.
The deep love of animals that inspired Rolf C. Hagen to start a pet supply business in 1955 is the same passion driving the company today.
Worldwide presence
Hagen Group, a global leader in pet products is the largest, privately owned, pet specialty company in the world. Today, the iconic portfolio of brands under the Hagen Group umbrella covers every popular pet category from dog and cat to small animal, aquatic, reptile, bird, and more. The Hagen name symbolizes quality products, strong trade relationships and a world-renowned reputation for excellence.
Along with offices across Europe and North America, the company’s global headquarters in Montreal is among the few LEED Gold Level private commercial buildings in Canada. It has won numerous green awards for energy conservation and use of recycled materials, and features state-of-the art geothermal heating & cooling and utilizes ambient lighting.
Our commitment Our founder’s mindset drives Hagen Group’s success today and into the future, as the pursuit of innovation and quality continues to guide all our actions. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
About Hagen Group
Trusted, Canadian family-run business for 70 years
It’s in our DNA Hagen Group’s story began in 1955, when Rolf C. Hagen founded the company that bore his name, built on his reputation of integrity and excellence. Shortly after arriving in Canada, he began exporting bird seeds back to his native Germany. The arrival of his brothers, Dieter and Horst, helped the Hagen Company grow into one of the world’s most respected manufacturers and distributors of pet supplies. The Hagen Company has remained a thriving family-owned business known for its innovation. The family tradition continues with the next generation of Hagen leadership, with Rolf Hagen Jr at the helm, together with his brothers Tom and Mark, forging a global reputation for pet product excellence.
The deep love of animals that inspired Rolf C. Hagen to start a pet supply business in 1955 is the same passion driving the company today.
Worldwide presence
Hagen Group, a global leader in pet products is the largest, privately owned, pet specialty company in the world. Today, the iconic portfolio of brands under the Hagen Group umbrella covers every popular pet category from dog and cat to small animal, aquatic, reptile, bird, and more. The Hagen name symbolizes quality products, strong trade relationships and a world-renowned reputation for excellence.
Along with offices across Europe and North America, the company’s global headquarters in Montreal is among the few LEED Gold Level private commercial buildings in Canada. It has won numerous green awards for energy conservation and use of recycled materials, and features state-of-the art geothermal heating & cooling and utilizes ambient lighting.
Our commitment Our founder’s mindset drives Hagen Group’s success today and into the future, as the pursuit of innovation and quality continues to guide all our actions. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
Customer Service Agent // Préposé(e) au service à la clientèle
Top Benefits
About the role
Hagen Group5 days ago
Hybrid
Baie-d'urfe, QC
Mid Level
Top Benefits
Deferred Profit Sharing Plan (DPSP)
Medical, dental, and vision coverage
Hybrid work: 2 days in office
About the role
Customer Service Agent - Montreal, West Island - HYBRID:
Are you passionate about Pets?
Join the world’s largest privately-owned pet product company as our newest Customer Service Agent. Get to know our products inside and out while assisting our loyal customers with any challenges they may face, via email and phone calls. Join a team of empathetic, animal-loving customer experience experts.
Why Join Hagen Group:
Hagen Group is a trusted, Canadian, family-run business for 70 years, founded in 1955 with a commitment to innovation and quality that continues today. Headquartered in Montreal and with a worldwide presence, our iconic brands cover every popular pet category, with a reputation for nutritional excellence and strong trade relationships. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
Discover Some of Our Brands:
Catit: catit.ca (https://)
Exo-Terra: exo-terra.com (https://)
Nutrience: nutrience.com (https://)
How You’ll Be Contributing:
- Provide courteous, accurate, and efficient customer service by phone and email.
- Manage customer cases and priorities in OMNI; ensure all required fields are completed.
- Process and follow up on orders from start to finish, confirming receipt, discontinued items and confirming POs, delivery dates, and shortages
- Verify order accuracy (pricing, discounts, carriers) and review orders on hold or below minimum value.
- Maintain order and product data in company systems (OMNI, Salesforce, Elite, KAO, Amazon).
- Create claims, reports (Order Register, Turnover, NIL), and maintain training materials.
- Manage B2B customer setup, activations, and communications.
- Support Sales with inquiries and assist consumers when needed.
- Perform additional duties to support company operations and growth.
We'd Love to Hear from You if You:
- Be a good listener, inquire about and use proposed tools to enhance work quality.
- Demonstrate strong motivation and strong teamwork ethic.
- Excellent knowledge of customer service best practices for quality results.
- Proficiency with the Microsoft Office suite.
- Propose innovative ideas to promote continuous improvement.
- Excellent communication skills in French, as well as English as most customers are located in other parts of the globe.
- Comfortable in accepting changes in systems and processes.
- Attendance as well as punctuality are of the utmost importance in this position to maintain the level of service expected.
- Above all, be an outstanding team player.
Work With Us, And Benefit From:
- Generous DPSP (Deferred Profit Sharing Plan)
- Employee discount program
- Medical coverage (dental and medical)
- EAP, Wellness and Mental Health Support
- Hybrid work model (2 days in office)
- Employee Referral Program
- Great work-life balance with flexible work and core hours
- On-site Gym (head office)
- Monthly lunch and daily coffee & snacks at the office
- Learning and development reimbursement
- Pet (mostly dogs) friendly office
- On-site, free parking
- Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives
//
Agent(e) de service à la clientèle
Avez-vous une passion pour les animaux de compagnie?
Joignez-vous à la plus importante entreprise privée de produits pour animaux de compagnie en tant que agent ou agente de service à la clientèle. Apprenez à connaître nos produits de fond en comble tout en aidant, par courriel et par téléphone, nos fidèles clients avec tout problème rencontré. Joignez-vous à une équipe empathique de spécialistes en expérience client qui adorent les animaux de compagnie.
Pourquoi joindre le Groupe Hagen :
Fondé en 1955, le Groupe Hagen est une compagnie familiale canadienne de confiance depuis 70 ans. Les marques iconiques de l’entreprise, dont le siège social est à Montréal, englobent toutes les catégories d’animaux de compagnie populaires et jouissent d’une réputation d’excellence en nutrition et de solides relations d’affaires dans l’industrie. Notre objectif est simplement d’améliorer la vie des animaux de compagnie, qui en retour améliorent la nôtre.
Découvrez quelques-unes de nos marques :
Catit: catit.ca
Exo-Terra: exo-terra.com
Nutrience: nutrience.com
Votre contribution :
- Offrir un service courtois, précis et efficace par téléphone et par courriel.
- Gérer les dossiers clients et les priorités dans OMNI; s’assurer que tous les champs requis sont remplis.
- Traiter les commandes de A à Z : confirmation de réception, ruptures de stock, articles discontinués et confirmant les bons de commande, les dates de livraison et les manquements
- Vérifier l’exactitude des commandes (prix, rabais, transporteurs) et réviser celles en attente ou sous le montant minimum.
- Maintenir à jour les données de commandes et de produits dans les systèmes internes (OMNI, Salesforce, Elite, KAO, Amazon).
- Créer des réclamations, rapports (Order Register, Turnover, NIL), et maintenir les documents de formation.
- Gérer la mise en place et la communication avec les clients B2B.
- Soutenir l’équipe des ventes dans leurs demandes et assister les consommateurs au besoin.
- Effectuer d’autres tâches pour soutenir les opérations et la croissance de l’entreprise.
Exigences :
- Une bonne capacité d’écoute, un esprit curieux et l’envie d’utiliser les bons outils pour améliorer la qualité du travail.
- Une grande motivation et un fort esprit d’équipe.
- Une excellente connaissance des bonnes pratiques en service à la clientèle pour assurer des résultats de qualité.
- Maîtrise de la suite Microsoft Office.
- Des idées innovantes pour contribuer à l’amélioration continue.
- Une excellente communication en français et en anglais, puisque plusieurs clients sont situés à l’international.
- Être à l’aise avec les changements de systèmes et de processus.
- La ponctualité et l’assiduité sont essentielles afin de maintenir le niveau de service attendu.
- Et surtout, un excellent esprit d’équipe!
Travailler avec nous, c’est profiter des avantages suivants :
- RPDB généreux (Régime de participation différée aux bénéfices)
- Programme de rabais du personnel
- Couverture médicale (frais dentaires et médicaux)
- PAE (Soutien en bien-être et santé mentale)
- Modèle de travail hybride (2 jours/semaine en présentiel)
- Programme de recommandations par des employés
- Excellente conciliation travail/famille avec heures de travail flexibles
- Salle d’exercice sur place (siège social)
- Dîner mensuel et café et collations quotidiennes au bureau
- Remboursement de cours de formation et de développement
- Bureaux acceptant les animaux de compagnie (principalement les chiens)
- Stationnement gratuit sur place
- Faire partie d’une compagnie qui contribue à ses communautés depuis presque 70 ans grâce à une variété d’initiatives philanthropiques
About Hagen Group
Manufacturing
201-500
Trusted, Canadian family-run business for 70 years
It’s in our DNA Hagen Group’s story began in 1955, when Rolf C. Hagen founded the company that bore his name, built on his reputation of integrity and excellence. Shortly after arriving in Canada, he began exporting bird seeds back to his native Germany. The arrival of his brothers, Dieter and Horst, helped the Hagen Company grow into one of the world’s most respected manufacturers and distributors of pet supplies. The Hagen Company has remained a thriving family-owned business known for its innovation. The family tradition continues with the next generation of Hagen leadership, with Rolf Hagen Jr at the helm, together with his brothers Tom and Mark, forging a global reputation for pet product excellence.
The deep love of animals that inspired Rolf C. Hagen to start a pet supply business in 1955 is the same passion driving the company today.
Worldwide presence
Hagen Group, a global leader in pet products is the largest, privately owned, pet specialty company in the world. Today, the iconic portfolio of brands under the Hagen Group umbrella covers every popular pet category from dog and cat to small animal, aquatic, reptile, bird, and more. The Hagen name symbolizes quality products, strong trade relationships and a world-renowned reputation for excellence.
Along with offices across Europe and North America, the company’s global headquarters in Montreal is among the few LEED Gold Level private commercial buildings in Canada. It has won numerous green awards for energy conservation and use of recycled materials, and features state-of-the art geothermal heating & cooling and utilizes ambient lighting.
Our commitment Our founder’s mindset drives Hagen Group’s success today and into the future, as the pursuit of innovation and quality continues to guide all our actions. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.
About Hagen Group
Trusted, Canadian family-run business for 70 years
It’s in our DNA Hagen Group’s story began in 1955, when Rolf C. Hagen founded the company that bore his name, built on his reputation of integrity and excellence. Shortly after arriving in Canada, he began exporting bird seeds back to his native Germany. The arrival of his brothers, Dieter and Horst, helped the Hagen Company grow into one of the world’s most respected manufacturers and distributors of pet supplies. The Hagen Company has remained a thriving family-owned business known for its innovation. The family tradition continues with the next generation of Hagen leadership, with Rolf Hagen Jr at the helm, together with his brothers Tom and Mark, forging a global reputation for pet product excellence.
The deep love of animals that inspired Rolf C. Hagen to start a pet supply business in 1955 is the same passion driving the company today.
Worldwide presence
Hagen Group, a global leader in pet products is the largest, privately owned, pet specialty company in the world. Today, the iconic portfolio of brands under the Hagen Group umbrella covers every popular pet category from dog and cat to small animal, aquatic, reptile, bird, and more. The Hagen name symbolizes quality products, strong trade relationships and a world-renowned reputation for excellence.
Along with offices across Europe and North America, the company’s global headquarters in Montreal is among the few LEED Gold Level private commercial buildings in Canada. It has won numerous green awards for energy conservation and use of recycled materials, and features state-of-the art geothermal heating & cooling and utilizes ambient lighting.
Our commitment Our founder’s mindset drives Hagen Group’s success today and into the future, as the pursuit of innovation and quality continues to guide all our actions. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.