Customer Service & Order Management Representative Location: Etobicoke, ON

We are currently looking for a detail-oriented and customer-focused Customer Service & Order Management Representative to join our team. This role is essential in ensuring our clients receive outstanding service and support throughout their purchasing journey.

Primary Responsibilities: Customer Service & Order Entry:

- Deliver exceptional customer service over the phone, via email, fax, and in-person at our showroom.
- Accurately enter sales orders into the ERP system, ensuring confirmations are shared with customers.
- Respond promptly to customer inquiries, ensuring timely resolution of questions and requests.
- Ensure sales orders are entered with correct customer pricing or per quoted project terms.
- Address and resolve all technical support inquiries with efficiency and professionalism.
- Process return claims by collecting and verifying required documentation.
- Relay keying requests to the appropriate internal department.
- Coordinate with Accounts Receivable to monitor customer credit limits.
- Notify Account Managers when orders are returned or refused upon delivery.

Pick-Up Counter Management:
- Prepare and organize customer orders for pick-up.
- Group same-customer orders and file them correctly in designated pick-up slots.




- Ensure the pick-up area is current and organized; follow up with customers for orders not picked up within two weeks.

Back Order Management:
- Generate and review back order reports to identify which orders are ready to ship.
- Allocate inventory and print Sales Orders for shipping.
- Monitor and manage orders that are to be shipped complete.

Return Merchandise Authorization (RMA):
- Assess customer return requests and validate the provided information to issue RMA numbers when appropriate.
- Determine and communicate any applicable restocking fees.
- Input RMAs into the ERP system and attach supporting documentation.
- Communicate clearly with customers regarding any issues with authorized returns, and coordinate next steps including returns, repairs, replacements, or credit issuance.

Qualifications:
- 2+ years of experience in customer service, order management, or a related field
- Solid attention to detail and organizational skills
- Proficiency in ERP systems and MS Office Suite
- Excellent communication skills in both verbal and written formats
- Ability to manage multiple tasks and prioritize effectively
- Bilingualism (French/English) is an asset

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📌 Customer Service Representative – Toronto
🏢 Fuze HR Solutions
📍 Toronto