Lawson Products Customer Service Representative - Int in Mississauga, Ontario

Customer Service Representative - Int

Location ON - Mississauga

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Bilingual Customer Service Rep - Int 10:30am - 7pm

Under general supervision, provides specialized customer service and administrative support to Lawson Products’ sales agents and customers.

Duties and Responsibilities:

  • Receives, investigates, documents, and responds accurately to all inquiries (via phone, fax, email and other internal systems) including orders, returns, shipment status, products, and invoices in accordance with established procedures.​

  • Interacts with sales representatives and agents, customers and other internal departments on daily basis.​

  • Performs order entry. Enters orders into Manual Order Entry system (MOE).​

  • Inputs orders, modify existing orders and communicates as necessary to ensure internal data remains accurate. Verifies account balances as needed.​

  • Answers product questions as the first line of response. Provides part numbers from the description of a product. Translates new part numbers from old part numbers. Suggests product based on customer requirements.​

  • Facilitates resolution of transaction discrepancies and customer complaints to ensure both immediate and long-term resolution.​

  • Expedites delivery per customer requests, and verifies orders are fulfilled on-time and per customer specifications. Research and provide proof of delivery upon request.​

  • Identifies variances including delivery dates, price, and order quantities, and initiates communication to the respective customer to ensure resolution.​

  • Advises customers of the status of open items including but not limited to: order processing, product audits, routing, and quotes.​

  • Ensures compliance with all federal and provincial/territorial laws as well as company policies with regards to restricted product availability. (e.g. hazardous materials)​

  • Obtains, documents, and shares customer feedback proactively.​

  • Attends and participates in departmental training and communication meetings.

Required Skills and Abilities:

  • Must be bilingual in both English and French.

  • Must possess strong analytical skills and have the ability to make sound decisions.

  • Previous customer service experience. Formal customer service soft skills training a plus.

  • Previous manufacturing/distribution and sales experience a plus.

  • Strong PC skills and proficiency in Microsoft Word & Excel. Lotus Notes preferred.

  • Ability to write correspondence to customers and sales agents in a professional manner.

  • Ability to maintain customer orientation and multi-task in a fast-paced environment.

  • Aptitude for product knowledge - must become proficient with the online catalog.


  • High School Diploma or GED with 3+ years experience in an inbound call-center environment, or an equivalent combination of education and experience. Previous sales experience helpful.

  • Attendance and punctuality are important for performance.

  • Bright, friendly and energetic person committed to delivering exceptional customer service, Excellent written and verbal communication skills are a must.

  • Results oriented team player with the ability and willingness to produce accurate work, follow through and make informed decisions.

  • Must have good problem-solving skills and a strong sense of urgency.

  • Participative by nature, offering creative ideas for process improvement.

  • Available for a10:30am-7:00pmwork schedule.