McCabe Promotional Advertising is one of Canada’s largest (and many say the country’s funnest) branded merchandise agencies. With offices in London and Ottawa, we source, design, and deliver merchandise ideas for some of the country’s coolest brands. We tailor solutions for our clients to help them drive awareness, engagement, and loyalty for their brands.
Founded in 1881, we've got the wisdom of a company with a rich history but a pulse on what's fresh and exciting. We know what gets people talking, what earns a positive reaction, and what delivers real results. We proudly became officially B Corp Certified in 2019 and truly believe that little by little, we can create meaningful connections using branded merchandise. We are passionate about how to BE AWESOME and we want our people, our vendor partners, and our clients to feel that same passion.
Want to be a part of the fun? We’re looking for a new team member to join us as our next Bilingual Customer Service Representative. We’d love to find someone with experience in customer service and order coordination, but what we really care about is your passion for making great things happen. This is your opportunity to ensure an excellent standard of service and a high level of client satisfaction.
What You'll Do
- Deliver Stakeholder Excellence: Provide a high level of daily collaboration, accountability, and responsive service to both internal team members and external partners to ensure seamless operations.
- Master the Order Lifecycle: Play an integral role in the workflow process by accurately receiving, entering, and processing branded merchandise orders using our internal system from initial receipt through to final delivery.
- Own Branding Precision & Brand Protection: Share accountability with the Sales Team to ensure that all client graphics and branding perfectly match production specifications; act as the final line of deference in protecting the client’s brand integrity, guaranteeing that what is ordered is exactly what is received.
- Manage Shipping & Freight Logistics: Coordinate with suppliers and freight carriers to track shipments, manage delivery timelines, and proactively troubleshoot any logistical or supply chain delays.
- Proactive Client Communication: Keep internal and external stakeholders informed of their order status by phone and email, providing seamless updates and handling inquiries with a high level of care.
- Supplier & Vendor Coordination: Maintain regular communication with suppliers to ensure production stays on schedule and meets strict quality and order expectations.
- Resolve Order Discrepancies: Initiate and implement swift corrective actions for any order changes or disruptions, ensuring a top-tier customer experience is maintained.
- Maintain Flawless Data Integrity: Execute order modifications, update customer information files, and clearly communicate these changes to all appropriate internal personnel.
- Team Collaboration & Support: Act as a dependable partner within the Operations Team, providing reliable back-up support to team members and contributing insights to increase the overall accuracy and efficiency of the department.
Things You’re Great At
- Strategic Communication: Can communicate clearly and proactively with internal and external stakeholders in English and French, ensuring alignment and clarity on order details and customer inquiries. Essentially, you have a knack for cutting through the noise to make sure everyone is perfectly aligned and on the exact same page, no matter the language.
- Relationship Management: Skilled at building and nurturing strong relationships with customers and cross-functional teams to ensure smooth collaboration and operational effectiveness. You’re the one who builds such great rapport that even our busiest suppliers gladly move our orders to the top of their list.
- Problem-Solving: Quickly and effectively identify and resolve customer challenges, acting as a reliable escalation point for complex or unusual situations, able to identify opportunities for increasing efficiency. When an order hits a roadblock, you’re already three steps ahead with Plan B, C, and D.
- Attention to Detail: Meticulous in your work, ensuring all orders, documentation, and records are completed with precision and acuracy. You're the person who instantly spots a double space in a paragraph or a slightly off-center logo on a digital proof.
- Team Engagement: Track record for fostering a positive and productive environment, ensuring high standards of work and providing support to team members as required. You’re the ultimate collaborator—the kind of teammate who elevates the energy of the whole group just by jumping in to help.
- Adaptability: Comfortable working in a dynamic environment, effectively managing competing priorities while maintaining a consistently high standard of service. You don't break a sweat when a sudden curveball changes the day's entire game plan; you just adjust your sails and keep moving.
While a background in the promotional products industry is a plus, it is not required. We are more interested in a candidate with a passion for helping our team and clients succeed.
At McCabe, we pride ourselves on a supportive and collaborative culture where working hard and having fun go hand in hand. We believe that delivering superior client experiences is best achieved when our team feels supported, respected, and balanced. That’s why we foster an environment where creativity and teamwork thrive, ensuring everyone feels valued and empowered.
Perks for Being Awesome
- Competitive salary with variable compensation opportunities;
- Extended health benefits plan;
- RRSP matching option;
- Flexible time-away to support work-life balance;
- A direct path for internal professional development and career progression.
McCabe is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where all employees feel valued and respected. We recognize that talent comes in many forms. If you meet most of the requirements, but not all, we still encourage you to apply!
The Fine Print! We are actively hiring for one bilingual Customer Service Representative to join our team right now. However, we are also always looking to connect with future superstars to build our talent pipeline. So, whether you are the perfect fit for this immediate opening or want to be first in line for our next opportunity, we want to hear from you!
If you have what it takes to BE AWESOME, apply today to join our talent community and let’s start the conversation.
