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Customer Service Representative (CSR)


Job Description


The Customer Service Representative carries out all customer service activities such as responding to inquiries, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include phone duties, scheduling, and other clerical duties as directed by the immediate supervisor.


  • Front line customer service support to our clients across Canada.
  • Furnish shipping and tracing information to customer as required.
  • Handle returned product documents in an efficient manner, including assisting carriers with inquiries regarding these returns.
  • Trace orders as required and notify customers of any activity concerning their merchandise.
  • Maintain good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc, in a courteous and efficient manner.
  • Report customer feedback to management, including any signs of customer dissatisfaction.
  • Oversee all paperwork associated with orders and maintain the corresponding files.
  • Answer phone calls and operate various types of office machines and computers necessary to perform duties.
  • Effectively correspond with customers as required.
  • Prepare any reports concerning customer service activities as required by supervisors.
  • Assist other team members with daily functions as required
  • Enter customer information in to software for tracking purposes.
  • Promote a clean, safe and positive work environment

Skills Required


  • Two-year College or one year related experience and/or training; or equivalent combination of education and experience.


  • 2 years general office experience, including telephone techniques and computer skills, in a customer service environment is required


  • Proven communication skills both verbal and written in English
  • Thorough knowledge of office equipment, including MS Word/Excel.
  • Knowledge of Clear D is an asset.
  • Service oriented with strong customer interaction skills and commitment
  • Ability to make sound decisions independently to obtain desired results
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

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