The Opportunity: Customer Service & Order Management Representative

Language: Bi-lingual (French) considered a huge asset

Tony Curtis & Associates Inc. is actively interviewing for the role of Customer Service & Order Management Representative, in Toronto, Ontario. Our client is a leading Canadian supplier of workplace apparel and commercial textile products throughout Canada and the United States. Apparel includes work shirts, work pants, coveralls, safety apparel, towels, linens, flat goods and customized uniform and textile programs. The successful candidate will manage an assigned portfolio of customers and serve as their primary day-to-day contact. You will be responsible for understanding each customer’s business, managing orders, responding to inquiries, monitoring account activity, and identifying appropriate opportunities to introduce additional products and services. This position requires strong computer skills and an ability to learn new systems quickly. Our client continues to introduce new technology and will be launching an e-commerce platform shortly. The successful candidate must be comfortable adapting to changing tools, processes and customer-ordering methods. This is not a traditional call-center position. It is a business-to-business account-management and order-management role requiring accuracy, ownership, commercial awareness, relationship-building, and professional communication. If this sounds like you, please reach out to us quickly to discuss further.

Tony Curtis & Associates Inc. thanks all candidates, however, only those legally authorized to work in Canada will be considered.

Key Responsibilities

Customer Service and Communication:

· Respond promptly and professionally to customer inquiries by telephone and email

· Provide information regarding products, pricing, inventory availability, lead times, order status, shipping, and company policies

· Communicate proactively regarding back-orders, delays, substitutions, and other matters affecting customer orders

· Maintain a calm and professional approach when handling complaints or difficult situations

Order Entry and Management:

· Receive, enter, and process customer orders accurately and promptly

· Accurately review purchase orders and verify the following:

Style numbers

Colours & sizes

Quantities & case packs

Customer pricing and discounts

Requested delivery dates

Stock and custom-product requirements

Identify missing, inconsistent, or unusual information before an order is released.

Monitor open orders, back orders, and outstanding customer requirements.

Ensure customer-specific instructions are recorded accurately in the appropriate system.

Internal Coordination

• Communicate effectively with sales, purchasing, production, warehouse, shipping and accounting

• Take ownership of customer matters even when assistance is required from another department

• Participate in departmental meetings, training, and process-improvement  initiatives

Technology and Systems

• Demonstrate strong general computer skills and confidence in working with business software

• Adapt to changing technology, processes and customer-ordering methods

• Use the company’s ERP, order-entry and customer-management systems accurately

• Use Microsoft Outlook, Excel and other Microsoft Office applications effectively

• Support the implementation and ongoing operation of the e-commerce platform

Required Qualifications

• Previous related experience in customer service, order management, inside sales support, wholesale distribution, or a related business-to-business environment

• Strong attention to detail and demonstrated ability to process information accurately.

• Excellent written and verbal English and French communication skills

• Ability to prioritize multiple customer requests and deadlines

• Ability to take ownership of an issue and follow it through to completion

• Comfortable learning and using ERP, order-entry and customer-management systems

• Proficiency with Microsoft Outlook, Excel and other Office applications

• Ability to work collaboratively across departments

Key Competencies

• Exceptional  accuracy and attention to detail

• Ownership and accountability

• Strong follow-through

• Professional written communication

• Organization and prioritization

• Customer-focused judgment

• Teamwork and internal communication

• Comfort with technology

• Reliability and professionalism

Working Environment

• Frequent coordination with warehouse, production and administrative departments

• The role requires the ability to manage interruptions and competing priorities while maintaining accuracy

Tony Curtis & Associate Inc. values human connection, we do not use AI tools or automation during the screening, interviewing or selection processes.