Senior Customer Service Representative - Montreal, West Island - HYBRID
Are you passionate about Pets? Join the world's largest privately-owned pet product company as our newest Senior Customer Service Representative. In this dynamic role, you'll become a trusted partner to our customers, managing relationships, solving complex challenges, and ensuring an exceptional customer experience from order to delivery. Working across multiple systems and collaborating closely with internal teams, you'll play a key role in supporting our customers' success while helping drive continuous improvement through technology and innovation. Join a team of empathetic, animal-loving customer experience professionals who are passionate about delivering outstanding service every day.

Why Join Hagen Group:
Hagen Group is a trusted, Canadian, family‑run business for over 70 years, founded in 1955 with a commitment to innovation and quality that continues today. Headquartered in Montreal and with a worldwide presence, our iconic brands cover every popular pet category, with a reputation for nutritional excellence and strong trade relationships. Our aim remains simply to improve the lives of pets, who in turn improve our lives every day.

Discover Some of Our Brands:

Catit: catit.ca

Exo‑Terra: exo-terra.com

How You’ll Be Contributing:

Deliver exceptional customer service to retailers, distributors, consumers, and internal stakeholders through phone, email, and digital communication channels.

Manage customer inquiries, cases, and competing priorities while ensuring timely follow‑up, accurate documentation, and effective resolution.





Serve as the primary point of contact for customers by managing orders from receipt through delivery, including order confirmations, product availability, shortages, delivery updates, and issue resolution.

Navigate multiple business systems while maintaining accurate customer, order, and product information and ensuring data integrity across platforms.

Review and resolve order discrepancies, including pricing, discounts, shipping information, delayed orders, and account‑related issues.

Build strong relationships with both external customers and internal teams by providing responsive, solution‑oriented support and maintaining a high level of professionalism.

Collaborate closely with Sales and other cross‑functional teams to support customer needs, drive follow‑up actions, and deliver a seamless customer experience.

Leverage technology, AI tools, and process improvements to enhance efficiency, improve service levels, and support continuous improvement initiatives.

Prepare reports, process customer claims, maintain records, and support business operations through accurate administration and documentation.

Perform additional duties as required to support customer satisfaction, operational excellence, and business growth.

We’d Love to Hear from You if You:

Have experience working with multiple software platforms and can quickly learn new systems and technologies.





Excel at managing competing priorities in a fast‑paced setting while maintaining strong attention to detail and excellent organizational skills.

Demonstrate outstanding customer service skills and a genuine commitment to building positive, lasting customer relationships.

Have experience supporting retailers, distributors, or B2B customers; experience in a customer service role within a retail or consumer goods environment is considered a strong asset.

Are highly tech‑savvy, resourceful, and enjoy troubleshooting issues and finding practical solutions.

Possess excellent verbal and written communication skills in both French and English, as many customers are located inside of Quebec and across global markets.

Take initiative, embrace challenges, and are known as a proactive go‑getter who looks for opportunities to improve processes and outcomes.

Adapt easily to changing priorities, systems, and business needs.

Value teamwork, accountability, reliability, and professionalism, and consistently contribute to a positive team culture.

Work With Us, And Benefit From:

Generous DPSP (Deferred Profit Sharing Plan)

Employee discount program

Medical coverage (dental and medical) & Telemedicine

Hybrid work model (2 days in office)

Employee Referral Program

Great work‑life balance with flexible work and core hours

On‑site Gym (head office)

Learning and development reimbursement

Pet (mostly dogs) friendly office

On‑site, free parking

Being a part of a company that contributes to its communities for nearly 70 years through a variety of philanthropic initiatives

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📌 Senior Customer Service Representative | Représentant(e) senior au service à la clientèle (Quebec City)
🏢 Hagen Group
📍 Quebec City