Job Title: Customer Service Representative
Status: Permanent Full-Time
Department: Operations
Reports to: Director of Operations
Location: Etobicoke, ON
Helmitin has been a leader in the research, development, and manufacturing of industrial adhesives for over 100 years. The corporate head office is in Toronto, Ontario with manufacturing sites in Canada and the US. We are experiencing exciting growth and are expanding our knowledge base to support and continue with our strategic plan.
Our mission is to create an inspiring, positive and safe workplace, and practices meant to reinforce Helmitin’s long-held belief in conducting business with both integrity and concern for the environment.
We are seeking a highly organized, detail-oriented, and positive Customer Service Representative to manage customer orders, inquiries, and overall client interactions. In this role, you will follow established order processing workflows, make necessary adjustments, and escalate concerns across multiple communication channels.
Success in this position requires the ability to remain calm under pressure, focus on accuracy, and proactively identify the best solutions for customers. You will also develop a strong understanding of our products and services to recommend options that best meet customer needs. The ideal candidate builds strong relationships both internally and externally and contributes ideas to improve customer service processes within our growing organization.
KEY ACCOUNTABILITIES:
- Receive and process customer orders via email, phone, and fax
- Review and verify order details for completeness and accuracy
- Acknowledge orders and route information to appropriate departments
- Maintain and update customer records, including order details and profiles
- Communicate pricing, shipping timelines, and potential delays to customers
- Address and resolve customer concerns in a professional and composed manner
- Collaborate with production, sales, shipping, and warehouse teams to arrange, track and expedite orders
- Arrange customer returns, file and follow up on customer claims
- Prepare export documentation (e.g., Commercial Invoices, TSCA forms, Hazardous Goods Declarations)
- Provide feedback to improve customer service processes
- Support additional administrative tasks and projects as assigned
POSITION REQUIRMENTS:
- High school diploma or equivalent
- 1-3 years of relevant experience in customer support, client services, sales, or logistics (preferred)
- Proficiency in Microsoft Office (Word, Excel, Outlook) and SharePoint
- Experience with ERP systems is an asset
- Willingness to learn and adapt through on-the-job training
- Strong ability to prioritize tasks and manage a high-volume workload
- Excellent attention to detail, organization, and analytical skills
- Ability to remain composed under pressure
- Strong interpersonal skills with the ability to build rapport
- Excellent written and verbal communication skills
Competitive salary with comprehensive benefits, company paid RRSP, bonus eligibility, company events, and more.
Helmitin is an equal opportunity employer and values diversity in our workplace. Reasonable accommodations are available upon request throughout our recruitment and selection process. Our employment practices and decisions adhere to the principles of non-discrimination and equal employment opportunity. All personnel involved in hiring, promotion, transfers, etc. are made aware of their responsibilities in support of these corporate goals.
Pay: From $45,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
Ability to commute/relocate:
- Etobicoke, ON M8Z 5K7: reliably commute or plan to relocate before starting work (preferred)
Education:
- Secondary School (required)
Experience:
- Customer service: 1 year (required)
Work Location: In person
