Customer Service Representative – Architectural Hardware / …, Burnaby

A Well-Cut Key At SECCAN, every key matters. Not just the ones we sell, but the ones we forge, day after day, through our relationships, our actions, and our way of working together. Our culture isn’t a rigid lock or a complicated mechanism. It’s a living system built on respect, collaboration, boldness, and a constant drive to do things right. Together, we unlock the doors to the future through shared ideas, challenges met, and a collective commitment to deliver excellence. Here, every employee leaves a unique imprint, and it’s the combination of all these pieces that makes SECCAN much more than just a supplier, it makes us a close knit team, grounded in real, tangible values. Because when you work in access mechanisms, it only makes sense to value openness. Welcome to a culture where your contribution truly matters and where we believe that great hardware means nothing… without a solid team behind it. We have an immediate opening for a Customer Service Representative to provide superior service to new and existing customers. If you are a motivated self-starter who is organized, detail oriented and thrives on challenge, then this may be the opportunity you have been looking for. MAIN TASKS & RESPONSIBILITIES The main responsibility of a CSR is to provide exceptional customer service, promptly addressing inquiries and concerns, maximizing opportunities for upselling and cross-selling, and ensuring overall customer satisfaction. Customer Care · Provide outstanding customer care and support to all Customers. · Answer Customer Care telephone calls and emails & provide a seamless Customer experience. · Provide exemplary service for walk-in Customers. · Communicate product benefits and pricing to potential customers to generate sales. · Collaborate with sales team and marketing on different programs and for potential closure strategies. · Gather feedback on customers about our service and support and relay the information to the appropriate team. · Maintain and update the records of customers interactions and sales activities. Market and Product Knowledge · Stay up to date on the industry trends, markets, and competitors. · Expand knowledge by participating in training sessions and vendors programs. Administrative Tasks · Accurately enter and process customer orders into the system · Verify order details, pricing, and product availability. · Perform administrative tasks as requested. · Generate and process invoices accurately. · Manage online orders, process payments, and confirm order status. · Handle Return Goods Authorizations (RGAs) by reviewing and approving return requests. · Process credits and refunds in accordance with company policies and procedures. · Collaborate with the finance team when required. Special Projects and Cross-Departmental Support · Collaborate with cross-functional teams on special projects and initiatives aimed at improving customer experiences, operational efficiency, and revenue growth. · Provide expertise and resources to support different departments, fostering a culture of teamwork and shared goals. · Participate in ad-hoc assignments and projects as directed by senior management to address evolving business needs and challenges. Job Types: Full-time, Permanent Pay: $47,000.00-$60,000.00 per year Benefits: - Casual dress - Dental care - Disability insurance - Extended health care - Life insurance - In office parking - Paid time off - Vision care Experience: - Customer service: 2 years (required) - Counter Sales: 2 years (preferred) - Door Hardware: 1 year (preferred) Work Location: In person Apply on Kit Job: kitjob.ca/job/2p613i