Customer Service Representative (12 month Fixed-Term Contract) | Markham, Ontario Canada
About The Position
The Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team. This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.
Requirements
- Minimum of a high school degree or higher is required.
- Minimum of 2 years customer service experience is required.
- Strong working knowledge of SAP and Microsoft Office (Excel) is required.
- Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
- Keen attention to detail; conscientious and professional work approach with focus on precise data entry.
- Ability to build rapport across teams and maintain productive working relationships.
- Self-motivated, organized, detail-oriented; able to meet tight deadlines, solve problems efficiently, multitask, and manage time effectively.
Nice To Haves
- Strong analytical, organizational, and communication skills; adept at cross-functional collaboration with a customer-first mindset and sense of urgency.
- Works with minimal supervision; exercises good judgment and consistent work habits.
- Comfortable in fast-paced, high-pressure environments; capable of urgent problem resolution.
- Telecommunications experience.
- Ability to prioritize tasks and perform under pressure.
Responsibilities
- Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
- Resolving all customer queries and complaints on orders and invoices with a problem-solving mindset.
- Support providing alternative recommendations and solutions to improve organizational processes.
- Advise customers on product availability and inventory status.
- Partner with multiple internal departments with an adaptable mindside to enable process improvement.
- Lead investigations to determine root cause of issues and implement systemic corrective actions.
- Analyze order trends, claims, and service metrics to identify opportunities for process, system, or service improvements.
- Partner closely with Sales, Supply Chain, Quality, and Finance to resolve systemic issues impacting customer experience or order fulfilment.
- Maintaining customer account information and related billing paperwork to ensure efficient billing.
- Providing outstanding customer support in your day-to-day interactions.
- Adhere to compliance standards including, compliance, quality assurance/control, by following Standard Operating Procedures (SOPs).
- Assisting with team initiatives as required.
Benefits
- Inclusive work environment
- Respect for diversity and dignity
- Recognition of merit
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
