Customer Service Representative

HERE WE GROW AGAIN - WE ARE HIRING! Customer Service Representative (Hybrid – St. Thomas, ON Office) Build your future with Masco Canada! At Masco Canada, we’re passionate about delivering innovative solutions and exceptional customer experiences. We’re looking for a Customer Service Representative to join our Customer Success team. If you thrive in a dynamic, collaborative environment and are excited to make a meaningful impact, we want to hear from you. WHAT WILL YOU DO? 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. WHAT WILL YOU BRING? 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 Demonstrated ability to work independently, prioritize competing demands and resolve problems with sound judgement. 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. Problem solving — works through complex, multi-step issues to a clean resolution. Ownership and accountability — sees a customer issue through to close rather than handing it off. Adaptability — comfortable taking on different tasks and queues and adjusting to changing priorities. Collaboration — partners effectively with internal teams to serve the customer. Attention to detail — maintains accuracy in orders, records and communication. Customer focus — anticipates needs and communicates proactively WHAT'S IN IT FOR YOU? Competitive Rewards and Compensation Defined Contribution Registered Pension Plan with employer matching Deferred Profit-Sharing Plan (DPSP) 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 Employee Store, Employee Purchase Program, Fitness Discounts,