About the Role

Trux Accessories is looking for a Customer Service Representative to join our team in Laval, Quebec. In this role, you'll be the main point of contact for an assigned group of customers, Sales Representatives, and agency partners — managing their orders from entry through processing, shipment, and delivery, and staying on top of anything that needs follow-up along the way.

This is an in-office role, not remote or hybrid — you'll work Monday through Friday from our Laval office, working closely with Sales, Warehouse, Shipping, and other internal teams to keep orders moving and keep customers informed every step of the way.

Key Responsibilities

Order Management & Customer Communication

- Manage customer orders end-to-end — from entry through processing, shipment, and delivery — verifying part numbers, pricing, and shipping details.
- Respond to customer inquiries on order status, backorders, returns, and exchanges by phone and email, and provide proactive updates when issues may affect an order.

Sales & Agency Support

- Support assigned Sales Representatives and agencies with order status, pricing, inventory availability, and customer requests, following up until each request is resolved.
- Provide continuity of customer service coverage during Sales Representative absences.

Territory & Account Management

- Manage a defined set of customers, territories, and agency accounts, building a strong understanding of each customer's ordering patterns, requirements, and shipping preferences.

Inventory & Product Support

- Check product availability and inventory using SAP, Synapse, and other company systems, and communicate lead times, backorders, and replacement options to customers.
- Investigate inventory or order discrepancies and coordinate with the appropriate internal department to resolve them.

Warehouse & Shipping Coordination





- Coordinate with Warehouse and Shipping on order fulfillment, short shipments, damaged goods, missing parts, and delivery delays.
- Obtain and relay tracking information and delivery status to customers as needed.

Issue Resolution & Ownership

- Own customer issues from first contact through resolution, coordinating with the right internal teams rather than simply transferring the request.
- Escalate urgent or unresolved issues to the Customer Service Manager.

Process & Continuous Improvement

- Follow established customer service policies and procedures, and flag recurring problems or improvement ideas to management.

Qualifications & Skills

- Previous experience in customer service, order management, or inside sales support.
- Fluency in French and English, both written and spoken, required to communicate effectively with a high volume of US-based clients in English, alongside Quebec-based customers, Sales Representatives, and colleagues in French.
- Strong attention to detail, accuracy, and organizational skills.
- Ability to manage multiple customers, orders, and deadlines in a fast-paced environment.
- Robust problem-solving and interpersonal skills.
- Proficiency with Microsoft Outlook, Excel, and other Microsoft Office applications.
- Experience with SAP, Synapse, or similar ERP/order-management systems is an asset.
- Comfortable taking ownership of an issue from first contact through resolution.
- Experience coordinating with warehouse, shipping, or logistics teams is an asset.
- Track record of building strong, long-term customer relationships.
- Available to work on-site, Monday through Friday, at our Laval, Quebec office.

What We Offer

- Competitive salary based on experience.
- A collaborative, supportive team environment in our Laval office.
- The opportunity to be a trusted point of contact for our customers and make a direct impact on their experience.

Work Location: In person Pay: $45,000.00-$50,000.00 per year

Work Location: In person

📌 Customer Service Representative (Laval)
🏢 Your Truck Shop Inc. / Trux Accessories
📍 Laval