Customer Service Representative

Tree Island Steel•Richmond, BC

11d•CA$57,268 - CA$60,922

About The Position

We are seeking a Customer Service Representative (CSR) responsible for coordinating and processing customer orders and handling inquiries, complaints, and invoicing issues to meet both customer and company requirements. The CSR will leverage advanced ERP and business software systems to ensure efficient order management, data accuracy, and seamless communication between internal departments and customers. This position requires strong communication, organizational, and technical skills to deliver exceptional service and maintain a professional company image. This role requires membership in the MoveUP Union, Local 378.

Requirements

Minimum of 2–3 years of customer service experience working within an ERP-driven environment (e.g. QAD, SAP, Oracle, JD Edwards, or similar).
Strong technical aptitude with Microsoft Office Suite, Microsoft 365 — especially Outlook, Excel (formulas, pivot tables, macros).
Proven ability to work with software integrations and data management tools.
Exceptional written and verbal communication skills in English; ability to compose professional correspondence and convey information clearly.
Demonstrated ability to manage competing priorities in a fast-paced environment.
Strong data entry accuracy
Self-motivated, dependable, and eager to learn new concepts, systems, and technologies.
Team-oriented, adaptable, and committed to excellence in customer service.

Nice To Haves

Completion of post-secondary education in Business, Sales, or Marketing is desirable.
Experience with Esker Order Management or comparable automated order processing software preferred.
Bilingual fluency in French and/or Spanish is considered an asset.

Responsibilities

Process customer inquiries and orders accurately and efficiently using the company’s ERP and order management systems.
Provide timely information to internal and external customers regarding product specifications, lead-times, pricing, inventory availability, and delivery details.
Utilize strong communication and interpersonal skills to support customer relationships and ensure customer satisfaction.
Collaborate across departments to support order accuracy, fulfilment, and invoicing resolution.
Process, expedite/de-expedite and co-ordinate customer orders and inquiries to customer order required dates, while exceeding our customers' expectations.
Handle customer complaints, credits & debits, and invoicing problems with professionalism and attention to detail.
Support software integrations and data transfers between ERP, CRM, and order management systems (e.g., Esker or similar platforms).
Perform daily invoicing and maintain up-to-date pricing and customer files.
Provide inside sales support to the Sales and Marketing team.
Work closely with the Scheduling and Operations teams to monitor work in process, follow up proactively on order or production issues, and participate in the daily shortage meeting.
Contribute to continuous improvement by identifying process and system enhancement opportunities.
Other duties as assigned.