Customer Service Representative

A. Job Identification

Branch Location: Estevan, Saskatchewan

Area of Responsibility: Sales Department

Reports To: Branch Manager

Job Title: Customer Service Representative

B. Job Summary The Customer Service Representative is responsible for providing high-quality customer service through in-person, phone, and email inquiries. This position works closely with customers and fellow employees to source products, prepare quotations, process orders, maintain accurate inventory records, and support the overall day-to-day operations of the branch.

C. Essential Tasks and Responsibilities

Including but not limited to:

- Provide prompt, professional, and helpful service to customers in person, by phone, and by email.
- Identify customer needs and source the appropriate parts, products, and solutions.
- Prepare customer quotations and provide accurate product and pricing information.
- Process and record customer orders accurately.
- Develop and maintain positive working relationships with customers.
- Follow up on customer inquiries, quotations, orders, and outstanding requests as required.
- Assist with resolving customer concerns by investigating issues and working with the appropriate employees or departments to find solutions.
- Maintain knowledge of Wil-Tech products, services, suppliers, and industry developments.
- Share product and technical knowledge with customers and fellow employees while maintaining professionalism and confidentiality.
- Work collaboratively with Sales, Service, Hose, Shipping/Receiving, and other departments to meet customer needs.
- Assist with inventory accuracy and communicate inventory concerns or product needs.
- Identify opportunities to improve customer service, internal processes, inventory,



or day-to-day operations and communicate suggestions to management.
- Participate in training, educational opportunities, and product knowledge sessions as required.
- Maintain a clean, organized, and professional work area.
- Assist fellow employees and departments when required to support overall branch operations.
- Perform other related duties as assigned.

D. Education and Experience A comparable combination of training, education, and experience may be considered.

- Two years of sales and/or customer service experience is preferred.
- Previous experience in an industrial, mechanical, hydraulic, or parts environment is considered an asset.

E. Knowledge, Skills, and Abilities
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Robust organizational skills with the ability to prioritize and manage multiple tasks.
- Critical-thinking, decision-making, and problem-solving skills.
- Ability to work independently while contributing effectively as part of a team.
- Willingness to assist others and share knowledge.
- Ability to develop and maintain positive customer and coworker relationships.
- Ability to align with and contribute to Wil-Tech's values, vision, and mission.
- Basic knowledge of hydraulic fundamentals or a willingness to learn.
- Basic knowledge of Microsoft Office, including Word, Excel, and Outlook.
- Basic knowledge of accounting, sales, and inventory software systems.
- Willingness to participate in ongoing product and technical training.
- Flexibility to work additional hours when reasonably required to meet operational or customer needs.

F. Certificates, Licences, and/or Registrations
- Valid Class 5 Driver's Licence.

Job Type: Full-time Pay: $50,000.00-$60,000.00 per year

Benefits

- Dental care
- Extended health care
- RRSP match
- Wellness program

Work Location: In person

📌 Customer Service Representative (Estevan)
🏢 Wil-Tech Industries
📍 Estevan