Senior Customer Service Representative – Global Organization

About Our Client:
Our client is well-known in the consumer goods market.

Position Scope:
Our client is looking for a Senior Customer Service Specialist to join their Customer Service team. This position will report to the Customer Service & Order Desk Supervisor.


  • Provide extraordinary service to customers and consumers as the front-line service representative for all e-commerce enquiries about products, services, backorders, and procedures;
  • Apply a full-cycle customer service approach by clarifying concerns, identifying the source of the challenge, providing the best solution, and following up to ensure resolution;
  • Share & suggest relevant product knowledge as needed to create exceptional customer experience;
  • Maintain accurate customer and consumer records in database with costumer focus in mind through precise data entry of orders, credits, and replacements;
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs;
  • Interact with internal departments on a daily basis to ensure all orders have been received & entered and to confirm product information is current & up-to-date;
  • Investigate any delay in orders while updating customers and consumers with the order status;
  • Receive and analyze incoming documents to identify & pull pertinent information including order numbers, pricing, product names, delivery & pick-up information;
  • Receive purchase orders from different accounts and create orders in AS400 system with daily use of Excel;
  • Manage incoming e-commerce orders and consumer emails/phone calls;
  • Process e-comm orders; 
  • Other duties as assigned;

Education and Experience:

  • Minimum 3-5 years of experience in a fast-paced contact center environment;
  • College diploma or high school diploma with equivalent work experience;
  • Experience to improve the department and implement efficiencies (phone & emails).
  • An exceptional track record in customer service;
  • Bilingual (English/French) would be an asset;
  • Bilingual (English/Mandarin) would be an asset;
  • Ability to multi-task;
  • Ability to deescalate conflicts and smoothly transition escalated calls to supervisor level;
  • An affinity for detail in all duties & responsibilities;
  • High level of comfort in Excel and databases;
  • Is a team player and comfortable working in a dynamic team environment and independently as needed;
  • Previous experience working in AS400 a strong asset;
  • Previous experience in the culinary industry a strong asset;

Core Competencies:

  • Time management
  • Problem solving
  • Accountability and dependability
  • Research and analysis
  • Ethics and integrity
  • Planning and organizing
  • Communication
  • Team work

Application Instructions: 
To apply, please send a resume to Jessica Alcock at [email protected]
Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

Job ID



Markham, ON


Competitive compensation package + benefits


Categories:    Sales    Other   

Apply Online

If your qualifications are a match for this position please apply online for immediate consideration. Thank you for your application.

Position Applying For:

Senior Customer Service Representative – Global Organization

Please attach resumes in Word, PDF or .txt format.