A Well-Cut Key
At SECCAN, every key matters.
Not just the ones we sell, but the ones we forge, day after day, through our relationships, our actions, and our way of working together.
Our culture isn’t a rigid lock or a complicated mechanism. It’s a living system built on respect, collaboration, boldness, and a constant drive to do things right. Together, we unlock the doors to the future through shared ideas, challenges met, and a collective commitment to deliver excellence.
Here, every employee leaves a unique imprint, and it’s the combination of all these pieces that makes SECCAN much more than just a supplier, it makes us a close knit team, grounded in real, tangible values. Because when you work in access mechanisms, it only makes sense to value openness.
Welcome to a culture where your contribution truly matters and where we believe that great hardware means nothing… without a solid team behind it.
We have an immediate opening for a Customer Service Representative to provide superior service to new and existing customers. If you are a motivated self-starter who is organized, detail oriented and thrives on challenge, then this may be the opportunity you have been looking for.
MAIN TASKS & RESPONSIBILITIES
The main responsibility of a CSR is to provide exceptional customer service, promptly addressing inquiries and concerns, maximizing opportunities for upselling and cross-selling, and ensuring overall customer satisfaction.
Customer Care
· Provide outstanding customer care and support to all Customers.
· Answer Customer Care telephone calls and emails & provide a seamless Customer experience.
· Provide exemplary service for walk-in Customers.
· Communicate product benefits and pricing to potential customers to generate sales.
· Collaborate with sales team and marketing on different programs and for potential closure strategies.
· Gather feedback on customers about our service and support and relay the information to the appropriate team.
· Maintain and update the records of customers interactions and sales activities.
Market and Product Knowledge
· Stay up to date on the industry trends, markets, and competitors.
· Expand knowledge by participating in training sessions and vendors programs.
Administrative Tasks
· Accurately enter and process customer orders into the system
· Verify order details, pricing, and product availability.
· Perform administrative tasks as requested.
· Generate and process invoices accurately.
· Manage online orders, process payments, and confirm order status.
· Handle Return Goods Authorizations (RGAs) by reviewing and approving return requests.
· Process credits and refunds in accordance with company policies and procedures.
· Collaborate with the finance team when required.
Special Projects and Cross-Departmental Support
· Collaborate with cross-functional teams on special projects and initiatives aimed at improving customer experiences, operational efficiency, and revenue growth.
· Provide expertise and resources to support different departments, fostering a culture of teamwork and shared goals.
· Participate in ad-hoc assignments and projects as directed by senior management to address evolving business needs and challenges.
What You Bring
Experience
- 5+ years background in customer service, inside sales, or operations
- Comfortable working in a small team or SME environment
- Exposure to sales support or business development is a strong asset
Skills
- Strong organizational and prioritization abilities
- Ability to act quickly and manage multiple tasks at once
- Good business sense and ability to spot opportunities
- Comfortable with ERP systems and order management tools
Mindset
- Team-oriented and collaborative
- Proactive and action-driven
- Versatile and hands-on
- Comfortable contributing to both service and sales
- You are close to the action and the decision-making
- You directly impact both customer experience and sales results
- You help the team operate more smoothly and efficiently
Your role is simple, keep things moving and don’t let opportunities slip through.
· You are the link between the customer, sales, and operations.
· You make sure things get done and you help grow the business along the way.
Job Types: Full-time, Permanent
Pay: $48,000.00-$63,000.00 per year
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Experience:
- Customer service: 2 years (required)
- Counter Sales: 2 years (preferred)
- Door Hardware: 1 year (preferred)
Work Location: In person
