Customer Service Rep II Hours: 8:00am-5:00pm ET Pay: $43k-$60k CAD Annual The Customer Service Rep II delivers high‑quality B2B customer support in a fast‑paced, high‑volume environment. This role is primarily focused on email case management, SLA compliance, and accurate RMA processing while ensuring a consistent, professional customer experience and strong operational compliance. What You’ll Do: Manage high‑volume email casework, handling approximately 1,800 customer emails per month (~70 per day) across shared inboxes Deliver timely, accurate, and professional customer responses to meet or exceed SLA requirements Process an average of 375 RMA lines per month, consistently exceeding standard team productivity benchmarks Ensure high accuracy and strict adherence to established RMA, approval, and compliance processes Apply strong critical‑thinking and problem‑solving skills to resolve complex customer issues Provide coverage support during peak volumes, team absences, and overflow situations Minimize errors and customer escalations through attention to detail and disciplined process execution Contribute to a consistent, high‑quality customer experience across all interactions What We’re Looking For: 5–7 years of experience in a B2B customer service, customer care, or related support role Proven ability to manage high‑volume workloads with speed and accuracy Strong written and verbal English communication skills Hands‑on experience with email case management systems, SLA‑driven environments, and RMA/order processing Strong analytical, critical‑thinking, and problem‑solving skills High attention to detail with consistent adherence to defined processes Ability to work independently while collaborating effectively in a team environment Représentant(e) du service à la clientèle II Heures : 8 h à 17 h HE Salaire : 43 000 $ à 60 000 $ CA par année Le ou la représentant(e) du service à la clientèle II offre un soutien client B2B de haute qualité dans un environnement dynamique à volume élevé. Ce rôle est principalement axé sur la gestion des demandes par courriel, le respect des SLA et le traitement précis des RMA, tout en assurant une expérience client cohérente et professionnelle ainsi qu’une conformité opérationnelle rigoureuse. Tes responsabilités : Gérer un volume élevé de courriels clients, soit environ 1 800 courriels par mois (~70 par jour) via des boîtes de réception partagées Fournir des réponses rapides, précises et professionnelles afin de respecter ou dépasser les exigences des SLA Traiter en moyenne 375 lignes de RMA par mois, en dépassant constamment les normes de productivité de l’équipe Assurer une grande précision et un respect rigoureux des processus de RMA, d’approbation et de conformité Utiliser de solides compétences en pensée critique et résolution de problèmes pour résoudre des enjeux clients complexes Offrir un soutien lors des périodes de pointe, des absences et des surplus de travail Réduire les erreurs et les escalades clients grâce à une grande attention aux détails et une exécution disciplinée des processus Contribuer à une expérience client uniforme et de haute qualité dans toutes les interactions Profil recherché : 5 à 7 ans d’expérience en service à la clientèle B2B, soutien client ou rôle connexe Capacité démontrée à gérer un volume de travail élevé avec rapidité et précision Excellentes compétences en communication écrite et verbale en anglais Expérience concrète avec des systèmes de gestion de demandes par courriel, des environnements axés sur les SLA et le traitement des RMA/commandes Solides compétences en analyse, pensée critique et résolution de problèmes Grande attention aux détails et respect constant des processus établis Capacité à travailler de façon autonome tout en collaborant efficacement au sein d’une équipe At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. What’s In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don’t meet every single requirement? Apply anyway. At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for! At TD SYNNEX (NYSE: SNX), we’re proud to share an unwavering passion for bringing compelling technology products, services and solutions to the world. We’re an innovative partner that helps our customers maximize the value of IT investments, demonstrate business outcomes and unlock growth opportunities. With diverse backgrounds, expertise and experiences, our co-workers make us who we are. When we seek to understand one another and recognize the power of the individual, we demonstrate respect and dignity; we learn, evolve and unlock potential to achieve outstanding results for our customers and win together. This broad perspective is integral to our commitment to diversity, equity and inclusion. To learn more, visit www.TDSYNNEX.com or follow us on Twitter, LinkedIn, and Facebook