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.

Wakefield Canada Inc. has an opportunity for a CUSTOMER SERVICE REPRESENTATIVE. Monday to Friday. 8:30am to 4:30pm or 10am to 6pm. We believe this role plays a very important part in our company’s success. Our Mission is to create exceptional customer experiences and innovative lubricant solutions every day. The Customer Service Representative is the key to making this Mission achievable.

In this role, you will:

• Provide excellent customer service across every aspect of the job.
• Manage Incoming calls and emails:
  • Take customer orders
  • Provide status updates
  • Manage customer issues
  • Answer inquiries and re-direct to the appropriate department as necessary
• Enter customer orders live into the ERP system with Customer on the phone and validate pricing.
• Execute auto fill orders.
• Enter SmartTank orders (with analysis on secondary grades)
• Verify that sales orders match submitted purchase orders and to obtain the appropriate level of approval for any variances.
• Build relationships and manage regular liaison with Wakefield customers and TSMs.
• Manage Outgoing calls and e-mails for orders:
  • Build remote delivery runs
  • Communicate on missed orders, cancelled routes, out of stock, etc.
  • Proactive customer calls – for service calls, promotions, new product launch, etc.
• Log cases in CRM system to track all customer incidents and inquiries.
• Assist Marketing in gathering promo ballots for Promotions.
• Provide information or order updates as needed to other departments.
• Perform general administrative duties and filing.
• Assist and provide back-up to other team members and to the Supervisor as required.
• Assist the Credit Department in resolving disputed invoices.
• Participate in special projects and other duties as required.

We are looking for someone who:

• Is 100% customer focused and dedicated to exceeding the expectations of internal and external customers.
• Demonstrates courteous, kind, and friendly communication and conversational skills.
• Is not afraid to raise the bar for results.
• Has a contagious positive, driven, and motivating vibe.

We would love it if:

• You have logistics experience specifically in organizing and managing shipments and inventory.
• You have experience processing claims, credits and rebills.
• You are an expert CSR with 5+ years in the customer service industry.
• You have experience with Microsoft Dynamics AX.
• You worked in a consumer-packaged goods or automotive lubricants environment.
• You plan to build a long-lasting career in Customer Service.

Now the real important stuff… What’s in it for you?

• A full-time, permanent position with a very competitive total compensation package, commensurate with experience.
• Amazing group benefit coverage available to you on the first day on the job, with an additional $1000/year for mental wellness.
• 6% bi-weekly employer contribution to company pension plan.
• $400 annual fitness/wellness reimbursement for things like gym memberships, a personal trainer, weight loss programs, running clinics, golf lessons etc.
• Educational assistance in support of continued personal development.
• Vacation, floater and community days.
• FREE Castrol Oil and an annual oil change.
• Working for a company that is an active contributor to charities including Canadian Tire Jump Start, Sick Kids Hospital, Daily Bread Food Bank and Women’s Habitat.
• A fun, exciting work environment that loves to celebrate our amazing team. We have BBQs, ticket giveaways for sporting events, Holiday parties and other celebrations, food and ice cream trucks, lunch and learns and much, much more.

IMPORTANT NOTICE: Wakefield Canada will be relocating our office to Mississauga by the end of 2025. Successful candidates should be open to the upcoming relocation and the opportunities it will bring.

At Wakefield Canada Inc., we are dedicated to inclusion and collaborative work. It’s important to us that we have a diverse team with a variety of skills and abilities from the top down. Everyone’s diversity inspires creativity and drives innovation in our organization. We are committed to building a team that is representative of different backgrounds and perspectives, and we encourage applications from all candidates who represent the full diversity of communities across Canada.

Reasonable accommodations are available during the hiring process. If you require special assistance or accommodation, please contact Human Resources at 416.252.5511.