Overview

Founded in 1959, Alliance Mercantile Inc., is a large multinational manufacturer of waterproof outerwear, hi visibility safety garments, industrial safety footwear, FR clothing, work gloves, and consumer packaged goods serving the industrial, retail, ad specialty markets, as well as the drug, grocery and mass retailers.

Viking is looking for a full time experienced Customer Service Representative based out of our Head Office in Burnaby, BC.

Key Responsibilities

Order Management

- Answer and direct all incoming phone calls
- Receive and process customer orders via email, phone, and EDI systems
- Enter and validate orders in the ERP system with a high degree of accuracy
- Coordinate order releases and ensure timely transmission to warehouse for picking and shipping
- Monitor order status and proactively resolve issues related to inventory, pricing, or delivery

Customer Service

- Respond promptly to customer inquiries regarding orders, product availability, pricing, and shipping status
- Provide shipment tracking information and follow up on delivery issues
- Ensure customer inquiries are handled within established service timelines and standards
- Maintain professional and courteous communication with customers across regions

Inside Sales & Account Support

- Identify upselling and cross-selling opportunities by reviewing customer orders, buying patterns, and product gaps
- Proactively contact existing customers regarding new products, promotions, and inventory availability
- Support the sales team by generating quotes, following up on opportunities, and helping convert leads into orders




- Maintain and grow assigned customer accounts through regular communication and relationship building
- Assist in pricing, promotions, and margin optimization in coordination with sales management
- Capture and update customer interactions, opportunities, and sales activities in CRM/ERP systems
- Provide market and customer feedback to sales and management teams

Coordination & Communication

- Liaise with sales, credit, and operations teams to resolve order and account issues
- Coordinate with warehouse teams to ensure order accuracy and priority handling
- Support cross-regional order processing and customer service coverage as required

Credit & Payment Support

- Assist with credit card processing and order holds
- Work with the credit department to resolve account or release issues
- Ensure orders are processed in accordance with company credit policies

Process Improvement & Compliance

- Follow established order desk procedures and contribute to continuous improvement initiatives
- Maintain accurate customer records and documentation
- Identify recurring issues and recommend process enhancements to improve service levels

Qualifications & Skills

- 2–5 years of experience in customer service or order desk environment
- Experience with ERP and CRM (e.g., SYSPRO, Microsoft, or similar)
- Excellent attention to detail and accuracy in order entry
- Strong communication and problem-solving skills
- Ability to manage multiple priorities in a high-volume environment
- Proficient in Microsoft Office (Excel, Outlook)

Pay: $45,000.00-$50,000.00 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Customer Service Representative (Burnaby)
🏢 Alliance Mercantile
📍 Burnaby