Senior Customer Service Representative

Joining the team at SC Johnson Professional® makes you part of a family company with a deep history in the professional market as a leading manufacturer of skincare, cleaning and hygiene products, and smart technologies. We provide solutions to Healthcare, Clean Industrial, Industrial, Office & Institutional, Hospitality & Travel, and Retail & Entertainment markets.

SC Johnson Professional® is a business unit within SC Johnson, a family-owned and led company and leading manufacturer of quality, trusted products since 1886.

ABOUT THE ROLE

From our Brantford, Canada office, this role serves as the trusted voice for our customers by delivering responsive, professional, and solution‑focused support. Working closely with teams across SC Johnson Professional, the position ensures clear communication, efficient issue resolution, and a customer‑first experience in every interaction.

KEY RESPONSIBILITIES

• Enter sales orders and credit note requests for designated accounts into SAP network computer system

• Enter customer / distributor orders and answer or refer queries regarding pricing and shipping details for designated accounts.

• Issuing return orders and managing follow-ups

• Complete Sample orders for sales staff stock.

• Ensure all back-orders and errors are rectified to the satisfaction of customers/distributors and company policy for designated accounts.

• Some customer maintenance in CRM program, Sales Logix as requested by Sales Office Manager

• Respond to general website inquiries

• Assist with pricing updates and associated communication.

• Must become familiar with the rules and safety programs applicable, follow prescribed health and safety policies and procedures and participate in the process of identifying, reporting and assisting in eliminating risks to health and safety in the workplace.

REQUIRED EXPERIENCE YOU’LL BRING

• Grade 12 or equivalency gained through alternate education

• 3+ years of Administrative Support OR Customer Service experience

PREFERRED EXPERIENCES AND SKILLS

• SAP S4 Hanna Experience

• Knowledge of SC Johnson Professional products and product codes, delivery and pricing terms. Knowledge of competition's products helpful. (Gained through experience.)

• Computer skills in company-personalized computer software programs, acquired through on-site training

• Organizational skills to ensure filing is completed accurately

• Interpersonal skills to screen calls and deal with or refer queries/complaints/orders from distributors/customers in person and/or telephone

• Listening and verbal communication skills

• Written communication skills for responding to customer inquiries

• Good knowledge of spelling, punctuation and grammar to proofread and edit work (own and others)

• Exceptional conflict resolution, negotiation and objection handling skills

• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment

• Able to effectively communicate both verbally and in writing

• Can remain calm and solution-focused when managing urgent or complex issues

• Ability to deal with customers sensitively, tactfully, diplomatically and professionally at all times

JOB REQUIREMENTS

• Full-time position, hours are 8:30 a.m. to 4:30 p.m.

• Office work environment, Brantford, ON office; 1 day remote assigned by Supervisor

• This position is not eligible for relocation

The Company's Total Rewards package is at or above industry levels. The expected base salary range for this position is between 42,921.00 CAD - 56,334.00 CAD. Job related skills, experience, education, and location will be considered in setting actual starting base salary. In addition to your base salary and depending on job level, eligibility, and performance, a total package may include profit sharing, a short-term incentive and/or long-term incentives. As a family company, benefits are a key piece of our Total Rewards package as well and we’re proud to provide a comprehensive, competitive, and differentiated benefits program that our people and their families value.

Inclusion & Diversity

We believe Inclusion and Diversity is more than a program. We embed inclusive practices in our day-to-day work, the way we relate to our colleagues, collaborate, and make decisions.

We value the collective richness of the differences people bring to the organization, including style, personality, thoughts, race, ethnicity, culture, religion, gender, gender identity, sexual orientation, age, and disability – that enables all to bring their full contributions to the organization.

SC Johnson & Son Inc., SC Johnson Professional, and SC Johnson Lifestyle Brands is committed to accessibility in its workplace and recruitment processes for persons with disabilities. If you require accommodation in order to participate in this recruitment process, please contact Human Resources.