Customer Service Representative

Toolway Industries Ltd. is a leading Canadian-owned and operated distributor of lawn and garden accessories, plumbing accessories, paint supplies, flooring installation accessories, hand tools, power tools, and a diverse assortment of other products.

We are committed to being the best supply partner in the industry by providing quality products and unsurpassed service to our dealer and industrial partners.

Reports To: Customer Service Supervisor

Position Summary

The Customer Service Representative is responsible for providing exceptional customer service by assisting customers with product and service inquiries, processing orders and account adjustments, resolving concerns, and ensuring a positive customer experience. This position works closely with customers and internal departments to ensure inquiries and issues are handled efficiently and professionally.

Key Responsibilities

• Serve customers by providing accurate product and service information and resolving product or service concerns.
• Respond to customer inquiries by phone, email, and other communication channels in a timely and professional manner.
• Answer questions regarding products, pricing, availability, orders, shipments, and services.
• Identify customer needs and recommend appropriate products, services, or alternatives.
• Open new customer accounts by accurately recording and maintaining required account information.
• Maintain and update customer records to ensure information is accurate and current.
• Resolve product or service issues by:
• • Understanding and clarifying the customer's concern.
  • Determining the cause of the problem.
  • Identifying and explaining the appropriate solution.
  • Coordinating and expediting corrections, replacements, credits, or adjustments as required.
  • Following up with customers to ensure the issue has been resolved satisfactorily.
• Process customer adjustments, credits, and other account-related transactions accurately.
• Work closely with internal departments, including Sales, Purchasing, Warehouse, Shipping, and Accounting, to resolve customer inquiries and issues.
• Identify customer needs and provide product recommendations and information that may support additional sales opportunities.
• Gather and analyze customer feedback and information to identify trends, recurring issues, and opportunities for improvement.
• Prepare customer service, product, or service reports as required.
• Maintain a high level of product knowledge and stay informed of new products, changes, and company procedures.
• Contribute to a positive and collaborative team environment.
• Perform other related duties and responsibilities as assigned by management.

Qualifications and Skills

• Previous customer service experience, preferably within a distribution, wholesale, or retail environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Strong attention to detail and accuracy.
• Ability to multitask and prioritize work in a fast-paced environment.
• Professional and courteous manner when dealing with customers and coworkers.
• Strong organizational and follow-up skills.
• Ability to work independently as well as part of a team.
• Proficiency with Microsoft Office and general computer applications.
• Previous experience with SAP Business 1
• Previous experience with ERP or customer management systems is considered an asset.

What We Offer

Toolway Industries Ltd. is committed to providing a professional, team-oriented workplace where employees are supported in developing their skills and contributing to the continued success of the company.

Company Description

We have successfully developed strong brands in hardware, hand tools, power tools and home & garden accessories. Whether offering our own products, or those from leading global suppliers, our goal is to deliver great value and unmatched service. We are a one-stop shop for our retail and wholesale Partners.

Our emphasis on close relationships with our Partners ensures we understand their challenges. Monitoring current market trends and conditions provides Toolway with relevant insights and knowledge, thus reinforcing our commitment to service excellence.

As we evolve and adapt to an ever-changing landscape, we continue to invest in our operations and infrastructure to provide excellent, personalized and flexible service and to be better positioned to assist our Partners.

Company DescriptionWe have successfully developed strong brands in hardware, hand tools, power tools and home & garden accessories. Whether offering our own products, or those from leading global suppliers, our goal is to deliver great value and unmatched service. We are a one-stop shop for our retail and wholesale Partners.Our emphasis on close relationships with our Partners ensures we understand their challenges. Monitoring current market trends and conditions provides Toolway with relevant insights and knowledge, thus reinforcing our commitment to service excellence.As we evolve and adapt to an ever-changing landscape, we continue to invest in our operations and infrastructure to provide excellent, personalized and flexible service and to be better positioned to assist our Partners.