About Our ClientThey're a dynamic Canadian specialty chemical distributor that blends scientific expertise with strong global supplier partnerships to serve industries such as food and beverage, personal care, pharmaceuticals, and industrial manufacturing. Known for their entrepreneurial spirit and steady growth, the organization operates with the agility of a close knit team while supporting a broad international network.Role OverviewAs a Customer Service Representative (CSR), you'll be at the heart of delivering an outstanding customer experience, acting as the vital link between customers, suppliers, and the company. In this fast‐paced, dynamic role, you'll provide expert product guidance, respond to inquiries with speed and precision, and turn challenges into solutions. You'll take ownership of the full order lifecycle from entry and tracking to updates, cancellations, and issue resolution while keeping communication clear, proactive, and engaging. Partnering closely with Sales, Quality, and Logistics, you'll help drive seamless operations, anticipate needs, and build strong relationships that ensure every customer interaction is efficient, responsive, and exceptional.What you will be doing:Customer ServiceCommunicate with customers via phone and e‐mail regarding product and/or service inquiries, order issues, stock availability, and deliveriesSupport the Sales Team in building sustainable relationships with customers through open communicationFollow up with customers on delivery requirements, dates, and required additional documentationRespond to customer complaints by providing appropriate solutions and alternatives in a timely manner and follow up to ensure satisfactory resolutionPresent a positive and professional image of the Company to all visitors,



suppliers, and customersPerform in accordance with all Company and Customer Service procedures, guidelines, and policiesOrder ProcessingProcess customer orders and purchase orders to suppliers within the set Company standardPrepare shipping documents for the logistics team and documentation as requested/required (e.G., Bill of Lading, Trucking Instructions, Certificates of Analysis, and Weight Tickets)Prepare Canadian and US customs clearance documentationPerform high‐level investigation and resolution of order errors and/or missing or delayed shipmentsAdministrationMaintain databases with documentation supporting all purchase orders and shipments made to customersUpdate notes in required systems on communications and actions taken with customers and internally in a timely mannerComplete administrative tasks and special projects as assigned by the Customer Service ManagerWrite up Non‐Conformances as requiredTranscribe supplier Certificate of Analysis to the client's Certificate of Analysis formatFollow up with suppliers with respect to availability of product and supporting information such as Certificates of Analysis and Weight TicketsEvaluate and identify opportunities to drive process improvements that impact the customer experienceRequirementsPost‐Secondary education in Business Administration or equivalent is preferred5–7 years experienced in Customer Service1–3 years experienced in Chemical Distribution support is preferred1–3 years experienced with CHEMPAX or Datacor ERP is an assetProficiency with Microsoft Office (Word, Outlook, and Excel)SkillsExceptionally strong interpersonal and customer service skillsSolid problem‐solving skills and ability to work within deadlinesExcellent communication skills both written and verbalStrong presentation skills with the ability to think on the spotHighly organizedCompetenciesProficiency with handling multiple inbound / outbound telephone callsDemonstrated customer support experience leading to strong strategic relationshipsAbility to respond and adapt to different types of personalitiesAbility to work effectively in a team environmentAble to deal with multiple priorities and competing demands in a quick‐paced environmentHigh ability to problem‐solve, apply creative solutions, and provide meaningful feedbackAbility to think and strategize quicklyHigh sense of urgencyStrong attention to detailAbility to grasp product knowledge quicklyAs part of our commitment to inclusivity, diversity, equity and accessibility, our goal is a workforce that reflects the communities we serve. We welcome all qualified applicants to apply including individuals with disabilities, those who identify as Black, Indigenous or persons of color, members of the LGBTQ2S+ community and others.We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. We are happy to honor accommodations at any part of the recruitment process and invite you to let us know how we can help.

📌 Customer Service Rep/Order Management (Burlington)
🏢 MaxPeople HR
📍 Burlington