Customer Service Representative

HERE WE GROW AGAIN - WE ARE HIRING! Customer Service Representative (Hybrid – St. Thomas, ON Office)

Build your future with Masco Canada!

At Masco Canada, we’re passionate about delivering innovative solutions and exceptional customer experiences. We’re looking for a Customer Service Representative to join our Customer Success team. If you thrive in a dynamic, collaborative environment and are excited to make a meaningful impact, we want to hear from you.

WHAT WILL YOU DO?

Customer Service Representatives (CSR) are responsible for managing customer orders throughout the full order cycle while delivering accurate, timely and professional support to Masco Canada’s channel partners. The CSR resolves complex customer inquiries, coordinates with internal teams to address issues efficiently, maintains accurate customer and order information, and proactively identifies opportunities to improve processes, reduce escalations and strengthen the overall customer experience.

Key Responsibilities

• Manage customer orders end-to-end – order entry, changes, expedites, cancellations, holds and follow-up – with accuracy and attention to detail.

• Resolve complex and escalated customer inquiries independently, including delivery discrepancies, short shipments, pricing and stock questions, and order status.

• Support a variety of customer inquiries and queues as assigned, adapting to changing workload and scheduling needs.

• Coordinate across internal teams — planning, purchasing, warehouse and technical support — to close customer issues on first contact wherever possible and reduce repeat contacts.

• Own the customer relationship through the full order cycle, communicating proactively on status, timelines and resolution.

• Identify recurring issues and recommend process or communication improvements that reduce escalations and rework.

• Maintain accurate records in the customer relationship management and order systems, and keep customer information current.

• Support and coach less-experienced representatives informally, sharing product and process knowledge as the team grows.

• Contribute to a positive, professional customer experience that reflects the company’s service standards.

WHAT WILL YOU BRING?

• Three or more years of customer service, order management or contact center experience, including handling complex or escalated inquiries.

• Post-secondary education in business, supply chain or a related field, is preferred

• Bilingual (English and French) is preferred

• Demonstrated ability to work independently, prioritize competing demands and resolve problems with sound judgement.

• Proficiency with order-entry or ERP (SAP, JD Edwards) systems and CRM (Salesforce), and comfort learning new platforms quickly.

• Strong written and verbal communication, with a professional, customer-first manner.

• Experience in a distribution, manufacturing, building-products or wholesale environment.

• Experience supporting trade, dealer, retail or channel customers in addition to direct order management.

• Problem solving — works through complex, multi-step issues to a clean resolution.

• Ownership and accountability — sees a customer issue through to close rather than handing it off.

• Adaptability — comfortable taking on different tasks and queues and adjusting to changing priorities.

• Collaboration — partners effectively with internal teams to serve the customer.

• Attention to detail — maintains accuracy in orders, records and communication.

• Customer focus — anticipates needs and communicates proactively

WHAT'S IN IT FOR YOU?

• Competitive Rewards and Compensation

• Defined Contribution Registered Pension Plan with employer matching

• Deferred Profit-Sharing Plan (DPSP)

• Benefit insurance coverage from Day 1, including health, dental, and travel insurance

• Employee Assistance Program (Dialogue) – access to health and wellness resources

• 2 paid volunteer days to support the communities we live and work in

• Employee Store, Employee Purchase Program, Fitness Discounts, and more!

• Opportunities for development and growth, including Buddy and Mentoring programs, LinkedIn Learning, and other virtual and in-class learning opportunities

• Participation in employee-led committees such as the Wellness Committee, Masco United (Inclusion & Belonging Committee), Philanthropy Committee, Organizational Pulse Committee, or employee impact groups

WHY JOIN MASCO CANADA?

• Over a Century of Excellence – With more than 120+ years of experience, Masco Canada has established itself as a leader in the building and home improvement industry.

• Diverse Brand Portfolio – We proudly offer 12+ brands delivering 20,000+ innovative water solutions, shaping the future of plumbing and home improvement.

• Innovative Solutions – Our commitment to cutting-edge plumbing and water technologies keeps us at the forefront of the industry.

• Collaborative & Inclusive Culture – We foster an environment where all employees are valued, respected, and empowered to contribute and grow.

• Opportunities for Growth – We support continuous learning, career development, and professional growth, helping you achieve your full potential.

• Making an Impact in Our Communities – We believe in giving back and actively supporting initiatives that make a difference in the communities where we live and work.

Join us at Masco Canada, where your contributions drive innovation, excellence, and positive change!

Masco Canada delivers innovative water solutions to the building and home improvement markets in Canada. We have been inspiring Canadian homes, communities, and lives for more than 100 years. Throughout this journey, our business has remained steadfast in its commitment to strong values and dedicated individuals, striving to enhance the well-being of our team members, customers, and communities alike. With over 600 employees, our diverse and talented workforce drives our continued success and impact.

To learn more about Masco Canada, visit www.mascocanada.com

Please note: Masco Canada has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact Human Resources at [email protected] so that arrangements can be made for the appropriate accommodations to be in place before your first step of the selection process.

Hiring Range: $43,600.00 - $68,420.00 CADThe salary range shown reflects the expected annual base salary for this open position, plus other wage amounts such as annual bonus, profit sharing, and commissions.Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Masco Canada may use automated and AI-driven tools to screen, assess, and/or select applicants, and by proceeding with the application process, applicants give their express consent to such use by Masco Canada.

This posting represents an active vacancy for which the company is currently recruiting.

Company: Masco Canada

Masco Canada (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.