About Us

Wakefield Canada Inc. is an industry leading Canadian company that manufactures, distributes and markets category-leading products for the automotive, commercial heavy-duty, and industrial markets including Castrol, the #1 brand of passenger car motor oil in Canada, and the “Super Clean” cleaner-degreaser brand.

Why Join Us?

• Platinum Member, Canada’s Best Managed Companies
• Entrepreneurial spirit with a focus on Innovation and Collaboration
• Competitive Base Pay and Incentive programs
• Company paid Comprehensive Extended Health and Dental Coverage
• Company Contributed Pension Plan
• Health and Wellness Programs
• Education and Training support
• Diverse and Inclusive Culture
• Employee Focused and Flexible Work Environment
• Active contributor to charities including Canadian Tire Jump Start, Sick Kids Hospital, Daily Bread Food Bank and Women’s Habitat.
• We work hard but we also like to have fun; Summer BBQs, food and ice cream trucks, social activities, contests, ticket giveaways for major sporting events and more!

The Opportunity

The Customer Experience Representative is responsible for providing courteous, efficient, and prompt service to Wakefield customers. Accountabilities include managing incoming calls and requests as well as making outbound calls to customers. The incumbent will also develop and maintain strong relationships with both external customers and internal business partners including the sales team in order to grow the business and ensure commitments to our customers are met. This is a bilingual (English and French) role and the shift is 12:00 noon - 8:00pm.

What You Will Do

• Deliver outstanding service and sales support to assigned customers in order to nurture and grow sales performance.
• Provide customers with the best solutions to resolve questions professionally and in a timely manner.
• Provide excellent customer service across every aspect of the job, including proactively guiding them on a suite of products that could further meet their needs.
• Develop and maintain solid relationships with both customers and internal business partners.
• Process customer orders through incoming calls, email and other channels using the Enterprise Resource Planning (ERP) system.
• Oversee order management accuracy with a focus on enhancing order size.
• Log Cases in the Customer Relationship Management (CRM) system to track all customer events and inquiries.
• Perform administrative tasks including customer activations, credits & rebills.
• Engage in revenue generating outbound calls, including retention and lead qualification.

What We Need
   
 Competencies

• Customer focused and dedicated to exceeding the expectations of internal and external customers.
• Excellent written and verbal communication skills.
• Proven ability to multi-task, prioritize, and manage varied, time sensitive workloads.
• Strong organizational skills to allow for the successful completion of multiple tasks.
• Self-starter with a strong desire to see results.
• Team player.
• Must be flexible and able to adapt to new challenges and procedures.
• Must be bilingual (English and French).
• Ability to work from 12:00 noon to 8:00pm

    Education/Experience

• High school graduate.
• A minimum of 2 years Customer Service experience.
• Experience working in a consumer-packaged goods or automotive lubricants environment is an asset.
• Superior PC and Microsoft Office Suite skills.
• Experience or familiarity with Microsoft Dynamics AX and Salesforce would be an asset.

Wakefield Canada strives to provide equal opportunity to qualified individuals with disabilities and, as such, we are committed to offering reasonable accommodation during the hiring process. If you require special assistance or accommodation, please contact Human Resources at 416.252.5511.