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Pelican Products Inc.

Job Classification & Description

TITLE: Customer Service Representative

DEPARTMENT : Customer Service

REPORTS TO: Customer Service Manager


Primary responsibility is to provide excellent customer service and build customer relations through courteous and prompt resolution to customers' questions and problems. Additional responsibilities include accurate order entry, processing quotations and custom orders, expediting shipments and providing support to Sales Management team.

Duties And Responsibilities

  • Provides service and information to customers by processing and inputting sales orders via fax, telephone, e-mail, or mail.
  • Answer in-coming telephone calls and emails in a prompt and courteous manner.
  • Replies to inquiries from customers regarding products specification and availability, and refers sales leads to appropriate outside Sales Representative, Territory Manager or Distributor.
  • Provides information to customers with respect to our Warranty and assists customer with returning product for repair or replacement by our Warranty Department.
  • Able to solve routine and non-routine inquiries and complaints. Takes appropriate action to resolve problems and investigates pricing and shipping discrepancies, and other errors.
  • Ensures customer information is up to date in customer database including all relevant information with respect to pricing and shipping instructions, correct address, contact information, and ensure that this information is carried over to database.
  • Process custom orders, 30 Day memos and Sales Quotations and assists with expediting of orders.
  • Prints shipping documents to ensure timely receipt of shipping documents in Warehouse.
  • Acts as backup for Receptionist.
  • Assists walk-in customers with qualifying their product needs.
  • Track all leads by utilizing system
  • Perform special projects and additional duties as assigned by the Customer Service Manager.
  • Actively supports Pelican's commitment to Quality and all quality objectives, with an emphasis on continued improvement.

Qualification Guidelines

  • High School Diploma or equivalency and minimum of 1 year customer service experience.
  • Must speak both English and French.
  • Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
  • Must have exceptional written and verbal communication skills
  • Strong computer skills, including experience with Microsoft Word, Excel and Power Point.
  • Must be available to work overtime and weekends as needed, with or without advanced notice.
  • Must be able to operate in a fast-paced organization and handle multiple projects simultaneous.
  • Must be detail-oriented and have excellent customer service, organizational and follow-up skills.
  • Must be able to interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within time frame specified by Customer Service Manager.

Pelican Products, Inc. is an equal opportunity employer and employs personnel without regard to age, ancestry, color, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status (including single status), gender identity, gender expression, record of offences, sex (including pregnancy and breastfeeding), or sexual orientation. While remaining alert and sensitive to the issues of fair and equitable treatment for all, Pelican has a special concern with the participation and advancement of members of four designated groups that have traditionally been disadvantaged in employment: women, visible minorities, Indigenous peoples and persons with disabilities. Pelican will take steps to eliminate the different and negative treatment of individuals or groups, protected under the Alberta Human Rights Act. The employer has a responsibility to accommodate to the point of undue hardship.

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