Customer Service Representative (Hybrid – St. Thomas, ON Office) At Masco Canada, we’re passionate about delivering creative solutions and exceptional customer experiences. We’re looking for a Customer Service Representative to join our Customer Success team.

Customer Service

Representatives (CSR) are responsible for managing customer orders throughout the full order cycle while delivering accurate, timely and professional support to Masco Canada’s channel partners. The CSR resolves complex customer inquiries, coordinates with internal teams to address issues efficiently, maintains accurate customer and order information, and proactively identifies opportunities to improve processes, reduce escalations and strengthen the overall customer experience. Manage customer orders end-to-end – order entry, changes, expedites, cancellations, holds and follow-up – with accuracy and attention to detail.

Resolve complex and escalated customer inquiries independently, including delivery discrepancies, short shipments, pricing and stock questions, and order status. Support a variety of customer inquiries and queues as assigned, adapting to changing workload and scheduling needs. Coordinate across internal teams — planning, purchasing, warehouse and technical support — to close customer issues on first contact wherever possible and reduce repeat contacts.

Own the customer relationship through the full order cycle, communicating proactively on status, timelines and resolution. Identify recurring issues and recommend process or communication improvements that reduce escalations and rework. Maintain accurate records in the customer relationship management and order systems, and keep customer information current.

Support and coach less-experienced representatives informally, sharing product and process knowledge as the team grows. Contribute to a positive, professional customer experience that reflects the company’s service standards. Three or more years of customer service, order management or contact center experience, including handling complex or escalated inquiries.

Post-secondary education in business, supply chain or a related field, is preferred Bilingual (English and French)



is preferred Proficiency with order-entry or ERP (SAP, JD Edwards) systems and CRM (Salesforce), and comfort learning new platforms quickly. Strong written and verbal communication, with a professional, customer-first manner.

Experience in a distribution, manufacturing, building-products or wholesale environment.

Experience supporting trade, dealer, retail or channel customers in addition to direct order management. Ownership and accountability — sees a customer issue through to close rather than handing it off. Collaboration — partners effectively with internal teams to serve the customer.

Customer focus — anticipates needs and communicates proactively Defined Contribution Registered Pension Plan with employer matching ~ Benefit insurance coverage from Day 1, including health, dental, and travel insurance ~ Employee Assistance Program (Dialogue) – access to health and wellness resources ~2 paid volunteer days to support the communities we live and work in ~ Opportunities for development and growth, including Buddy and Mentoring programs, LinkedIn Learning, and other virtual and in-class learning opportunities ~ Participation in employee-led committees such as the Wellness Committee, Masco United (Inclusion & Belonging Committee), Philanthropy Committee, Organizational Pulse Committee, or employee impact groups Over a Century of Excellence – With more than 120+ years of experience , Masco Canada has established itself as a leader in the building and home improvement industry .

Diverse Brand

Portfolio – We proudly offer 12+ brands delivering 20,000+ innovative water solutions , shaping the future of plumbing and home improvement.

Innovative

Solutions – Our commitment to cutting-edge plumbing and water technologies keeps us at the forefront of the industry.



Opportunities for Growth – We support continuous learning, career development, and professional growth , helping you achieve your full potential. Making an Impact in Our Communities – We believe in giving back and actively supporting initiatives that make a difference in the communities where we live and work .

Masco

Canada delivers innovative water solutions to the building and home improvement markets in Canada. We have been inspiring Canadian homes, communities, and lives for more than 100 years. Throughout this journey, our business has remained steadfast in its commitment to strong values and dedicated individuals, striving to enhance the well-being of our team members, customers, and communities alike.

Masco

Canada has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact Human Resources at [email protected] Range: $43,600.00 - $68,420.00 CAD The salary range shown reflects the expected annual base salary for this open position, plus other wage amounts such as annual bonus, profit sharing, and commissions. This posting represents an active vacancy for which the company is currently recruiting.

It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company. #

📌 Client Service Representative (Temporary Full-Time) (St. Thomas)
🏢 Masco Canada
📍 St. Thomas