Customer Service Representative / Inside Sales

SB Simpson is hiring!

SB Simpson is a family-owned industrial distributor that has been serving customers for over 60 years. We're looking for a Customer Service Representative / Inside Sales team member to join our Burlington branch.

First, a little about this role—because it's not a traditional CSR position.

Our CSRs do much more than answer phones and enter orders.

When a customer comes to you with a request, you own it. That can mean identifying or sourcing the product, checking pricing and availability, preparing the quote, entering the order, coordinating with suppliers and our internal teams, following up on delays or issues, and keeping the customer informed along the way.

In industrial distribution, our customers often “needed it yesterday.” They rely on us to figure things out quickly and accurately so they can keep their own businesses moving.

That makes this a busy, hands-on role with a broad range of responsibilities. Some of those responsibilities may feel like purchasing, sales, expediting or order management—and that's intentional. Our CSR team is at the centre of the customer experience and is responsible for helping move a request from “I need this” to “it's handled.”

If you prefer a role where every task fits neatly into one box, this probably isn't the right position for you.

If you like being the person who figures things out, finds answers, solves problems and gets things done, keep reading.

What You'll Do

On any given day, you may:

- Respond to customer requests by phone, email and in person at our walk-in counter
- Identify and source products based on customer requirements
- Contact suppliers and use online resources to confirm current pricing and availability
- Prepare quotes and enter customer orders accurately
- Follow up on quotes,



orders, backorders and outstanding customer requests
- Troubleshoot product, pricing, availability and delivery issues
- Coordinate with suppliers, warehouse, purchasing, sales and other branches to keep customer orders moving
- Communicate proactively with customers when circumstances change
- Participate in occasional strategic outbound sales initiatives
- Learn our products, suppliers and systems so you can increasingly find answers independently
- Take ownership of customer requests and follow them through to resolution

You'll Probably Enjoy This Role If You...
- Like having a lot going on and are good at deciding what needs your attention first
- Naturally take ownership rather than assuming someone else will handle it
- Are comfortable looking for an answer when you don't already know it
- Can move quickly without sacrificing accuracy
- Enjoy solving problems and finding alternatives when the obvious answer isn't available
- Follow things through instead of considering your part finished once you've sent an email or entered an order
- Communicate well with customers even when the answer isn't what they wanted to hear
- Can stay organized and professional when priorities change throughout the day
- Want to learn and become genuinely knowledgeable about the products and customers you support
- Work well independently but understand that customer service here is very much a team effort

What You'll Need




- Excellent written and verbal communication skills
- Strong attention to detail
- Strong organizational and time-management skills
- Confidence using computers and learning ERP/business systems
- Working knowledge of Microsoft Outlook, Excel and Word
- Strong listening, problem-solving and adaptability skills
- The ability to work effectively in a busy, fast-paced environment
- A genuine commitment to providing excellent customer service

Previous experience with industrial supplies, fasteners, tools or equipment is an asset, but not required. Product knowledge can be taught. Initiative, ownership, curiosity and a willingness to learn are much harder to teach. Compensation & Benefits

- $45,000 annual salary
- 15 paid vacation days annually
- Comprehensive health and dental benefits following successful completion of the probationary period, with 80% coverage
- Coverage includes medical, dental, vision/eyewear and paramedical services such as massage therapy, chiropractic care and mental health services
- Company pension plan eligibility after one year of employment
- Full-time, Monday-to-Friday schedule
- No evenings or weekends

Hours & Location Monday to Friday, 9:00 a.m. – 5:00 p.m.

37.5 hours per week

Full-time, in-person position in Burlington, Ontario

This isn't a sit-and-wait-for-the-phone-to-ring customer service job. You'll be busy, you'll learn constantly, and you'll be trusted to take ownership of the work in front of you.

If that sounds energizing rather than intimidating, we'd like to hear from you.

Job Types: Full time, Permanent

Pay: $45,000.00 per year

Benefits

- Casual dress
- Company pension
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Work Location: In person

📌 Inside Sales Representative (Burlington)
🏢 S.B. SIMPSON
📍 Burlington