Customer Service Representative
ICC The Compliance Center - Montréal, QC

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Job Summary

This position will be responsible for handling all incoming and outgoing requests from clients regarding orders, invoices, complaints, credit notes, promotions and related tasks.

Duties and Responsibilities

Level 1

  • Receive inbound calls, e-mails and faxes regarding orders, shipments, and requests for quotations;
  • Provide quotations and follow-up on requests for orders and quotations;
  • Accurately process quotes and orders to ensure the sales order process is optimal; * Work closely with shipping to ensure complete client satisfaction;
  • Develop positive, consultative relationships with clients and positively take control in all client interaction;
  • Input customer information into ACCPAC and CIS, maintaining accurate records;
  • Make outbound calls to communicate promotions and proactively up-sell;
  • Project a professional, enthusiastic and friendly manner;
  • Participate in projects (e.g. kit assembly) when required;
  • Take responsibility for data clean-up;
  • Maintain full and accurate customer information files in CIS;
  • Read, understand and apply all procedures relating to your role and all communications from your managers / supervisor;

Level 2

  • Accurately process invoices, credit notes/returns, corrective action forms, complaints and other client requests;
  • Probe clients for relevant information where necessary;
  • Take every opportunity to cross-sell;
  • Identify and communicate sales leads and request for quotations to sales representatives and support the sales team;
  • Participate in and at times lead meetings and provide training sessions and coaching to other staff.

Level 3

  • Develop a detailed understanding of company products and services;
  • Monitor accounts and make calls or communicate lack of performance of accounts to management;
  • Investigate and create preventative actions for complaints;
  • Suggest new and better ways to improve systems, procedures, and customer relations;
  • Develop knowledge of other departments to enable you to provide cover as needed;
  • Other duties as assigned.

Qualifications - Bilingual English & French - Oral and written

  • Working knowledge of Microsoft Windows, Microsoft Office, ACCPAC;
  • Strong interpersonal skills;
  • Must be able to work with a team;
  • Well organized and have the ability to work under pressure;
  • Strong communication skills ;
  • Good problem solving skills.


  • None required.

Please submit resume and cover letter complete with salary expectation

About this company
ICC Compliance Center was founded in 1987 with one principal in mind – to help our clients comply with hazardous materials/dangerous goods...