Customer Service Representative

WATSON GLOVES: Who We Are:

With 108 years of experience, Watson Gloves is North America’s single source for hand protection offering over 2,000 different styles to cover glove-use: at work, at home, at play. We are a Family-owned company that is committed to providing Authentic and Fun experiences for our people and our customers that deliver above and beyond customer and employee experiences based in Integrity and Continuous Improvement. 

Our drive for being industry leaders in glove innovation and focus on the four pillars of corporate social responsibility play a large part in our success as we live out our Just Cause by elevating industry for the greater good through sustainability and innovation protecting people and our planet.

If you like to work in a cool, collaborative workplace where we like to have fun but get the job done, look no further than Watson Gloves. “We’re glovers, not fighters” – Watson Marketing Team.

Role: Customer Service Representative

Location: Calgary, AB (on-site)

Hours: Full-time, Mon-Fri 7:30-4pm

The Role:

We’re seeking a full-time Customer Service Representative to join our Calgary branch. As a member of our customer service team, you will be responsible for delivering top-tier service while building strong relationships with our clients. To help you succeed, we’ll provide training and mentorship in effective communication, problem solving, produce knowledge and relationship building. This is a great opportunity to be a part of an engaging and supportive team.

YOUR core responsibilities:

General Duties:

• Develop and maintain a high level of product knowledge along with an understanding of industrial safety protection
• Develop strong relationships with Watson Gloves customers and in time, should be able to greet customers by name
• Assist customers in person, over the phone, email, or online chat, with inquiries relating to pricing, stock availability, cross-over products, orders, and shipments, forwarding leads to Sales Reps as needed
• Utilize critical thinking skills to effectively solve customer complaints
• Order entry and management of regular, booking orders and/or EDI orders
• Active follow up and management of shipping, backorders, open orders, and missing shipments
• Review and vet RA’s and forward to Sales Reps
• Monitor customer balances and communicate with Credit Department
• Process credit card charges through Bambora
• Assist Sales staff with product availability and other information as requested
• Attend and lead product knowledge sessions in daily huddles
• Recommend substitutions on out-of-stock products to customers as required
• Utilize product and customer knowledge to suggest Add On sales to customer orders
• On a weekly basis, ensure all territory open orders are actioned
• Manager transfer orders and expedite territory back orders on a weekly basis
• Alert Sales Managers of any pricing discrepancies
• Track missing shipments and backorders
• Attend Trade Shows as required
• Enter and manage booking orders
• Provide support and management to EDI customers
• Ensure the Live chat for Calgary is managed at the designated time slot (1:30 – 4:00pm daily)
• Stay active on social media to promote Watson Gloves (LinkedIn, Twitter, Facebook)

Sales Support:

• Provide support to Hand Protection Specialists (sales representatives)

What YOU BRING to Watson Gloves:

• 2+ years of customer service experience
• Minimum high school diploma
• Excellent written and verbal communication skills
• Strong customer service, organizational, time management and critical thinking skills
• Strong computer skills including proficiency in Microsoft Outlook, Word, and Excel
• Ability to work well under pressure and multitask
• Team player attitude

Our VALUES:

• Family Spirit: we support each other and we work as a team
• Integrity: we deliver on our promises every single day
• Fun: we work hard and play hard
• Authentic: we are true to who we are and what we do
• Continuous Improvement: We continually invest in our people and improving our processes

What we OFFER:

• Competitive compensation package including bonus opportunities
• Comprehensive benefits package and time off policies
• RRSP matching program
• Company laptop
• Opportunities for professional development through our Talent Investment Program
• On-site gym and fitness equipment
• On-site parking available
• Great work environment & culture - we're recognized as one of Canada's Best Managed Companies!
• Lots of fun events & company SWAG

Thank you for your interest in Watson Gloves #WG! Only those applicants selected for an interview will be contacted. We wish you the best in your job search.

Remember to follow us online for future opportunities: https://www.linkedin.com/company/watson-gloves/, https://www.watsongloves.com/

Watson Gloves is an equal opportunity employer, that fosters a diverse & inclusive workplace; one in which we are all working towards the same Just Cause of elevating our industry for the greater good, through sustainability and innovation, protecting people and our planet. Watson Gloves abides by Federal laws and does not discrimination on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information. For more information on our Diversity & Inclusion statement & practices visit: Watson Gloves Careers - Watson Gloves