Senior Customer Service Representative

Randstad View all jobs

  • Mississauga, ON
  • $60,000-65,000 per year
  • Permanent
  • Full-time
  • 1 day ago
Are you a seasoned professional in customer care looking to illuminate your career with an international leader in premium outdoor lighting? At Randstad, our recruiters are experts in connecting top-tier talent with world-class organizations. We are currently seeking a Senior Customer Service Representative to join a growing team in Mississauga. This is a pivotal role within the Randstad Professional specialization, specifically focusing on the customer care sector.As a global leader in talent solutions, Randstad is your partner in navigating the professional landscape. Our client, a high-end international scale-up in the lighting industry, is looking for a leader who can deliver a premium brand experience while driving process improvements. This is a permanent, full-time position located in the heart of Mississauga, ideal for someone who thrives in a "go-getter" culture and values professional fulfillment.The Senior Customer Service Representative is a critical member of the customer care department, responsible for delivering high-quality support to both B2B and B2C clients. In this Randstad Professional role, you will act as a primary point of expertise, handling complex inquiries and escalations while mentoring junior team members. Your mission is to ensure that every interaction reflects the premium quality of our client's modern, highly-tested lighting products.As the organization expands its North American footprint, you will play a key role in scaling customer care operations. This involves overseeing order management, monitoring webshop performance, and proactively resolving bottlenecks in the administrative workflow. You will be a bridge between various departments-including sales and logistics-to ensure a seamless and efficient service organization.Culture is at the heart of this organization. We are looking for a Senior Customer Service Representative who brings a team-player mindset and strong work ethic to the Mississauga office. Because you will be supporting a diverse North American market, including clients across Canada and the United States, clear and professional communication is essential.Bilingualism Requirements
Our client values linguistic diversity to better serve their expanding market. While the primary language of operation is English, proficiency in French or Spanish is considered a significant asset for this role, as approximately 20% of the volume may require support in these languagesAdvantages
  • Competitive annual salary of $60,000 - $65,000
  • Performance-based monthly bonus structure
  • Comprehensive benefits package including dental and a healthcare spending account
  • Global learning and development budget of €2,000 every two years for coaching and training
  • 3 weeks of vacation
  • Modern, high-end work environment with a focus on a supportive and social culture
  • Opportunities for professional growth into team lead or sales roles as the company grows
Responsibilities
  • Act as the primary point of contact for complex customer care inquiries and escalations
  • Provide expert guidance on product installations, pricing, and high-impact service recovery cases
  • Oversee the accurate processing of orders, invoices, and customer data within SAP and HubSpot systems
  • Monitor order flow proactively to identify and resolve operational bottlenecks
  • Manage complex return and warranty processes across logistics, sales, and product departments
  • Identify recurring service issues and initiate structural process improvements
  • Oversee online reviews and customer feedback to improve digital service quality
  • Act as a mentor and sparring partner for junior team members and the Team Lead
  • Drive the adoption of AI and automation tools to optimize customer care workflows
Qualifications
  • Bachelor's degree or equivalent professional experience level
  • Minimum of 4-6 years of experience in customer care or similar roles
  • Previous experience in a senior, specialist, or mentoring capacity
  • Strong experience working in a B2B environment
  • Advanced proficiency in English; French or Spanish is a major asset
  • Proven experience with CRM and ERP systems
  • Availability to work 9:00 AM to 6:00 PM onsite at the Mississauga office
  • Affinity for technical products or high-end design is preferred
Summary
We are your partner for talent, helping you build a successful career that offers both professional fulfillment and growth. Our expert recruiters are ready to help you take this next step in the customer care industry with a global leader that truly values your contribution.If this Senior Customer Service Representative role isn't the perfect fit, reach out to us today to explore other exciting career opportunities.Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.This posting is for existing and upcoming vacancies.

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