Customer Service Representative

Montréal, QC
On-site
Posted Oct 28, 2026
1 position

Opens an external site

Employment type: Full-time
Experience level: Mid-level · 2+ years
Minimum education: College diploma
Posting language: English
Working hours: 40 hours per week

Job summary

Manage customer orders, delivery scheduling, inquiries, and complaints while coordinating with carriers and internal sales, planning, production, logistics, and finance teams. Monitor product availability and delivery performance, communicate operational issues, and identify ways to improve customer service workflows.

Job details

The Customer Service Representative acts as a key point of contact between customers and internal teams. They ensure efficient order management, delivery coordination, and follow-up on operational issues, while contributing to customer satisfaction and overall performance service level. RESPONSIBILITIES Key Responsibilities * Enter customer orders * Process orders based on customer priorities and operational constraints, including inventory, production, and transportation * Schedule deliveries with our carriers * Manage appointment scheduling for our customers’ transportation needs through customer portals * Answer phone calls and manage the email inbox for order follow-up * Maintain proactive communication with key customers such as Costco, Loblaw, Walmart, and others to anticipate issues and manage priorities * Collaborate with the sales, planning, production, and logistics teams to ensure efficient service * Collaborate with the Finance department to follow up on unbilled orders at month-end * Manage issues and handle customer complaints effectively * Validate product availability and communicate delays or supply and production issues affecting customers through reporting and analysis * Monitor delivery performance, including OTIF, and contribute to resolving gaps * Identify opportunities to improve customer service processes and optimize workflows QUALIFICATIONS Desired Profile * Excellent communication skills, both spoken and written * Ability to analyze and solve problems * Strong customer service orientation * Autonomy, attention to detail, and strong organizational skills * Good proficiency in Microsoft Office * Knowledge of the JDE system is an asset * Bilingualism in French and English, written and spoken * College diploma (DEC) in administration or a related field, or an equivalent combination of 2 to 3 years of customer service experience

What you’ll do

Requirements

The role seeks strong spoken and written communication, analytical problem-solving, customer service orientation, autonomy, attention to detail, and organizational skills, along with Microsoft Office proficiency; JDE knowledge is an asset. A college diploma in administration or a related field, or an equivalent combination of two to three years of customer service experience, is desired, as is spoken and written French-English bilingualism.