Pay: Starting at CA$56,000.00 per year
Job description:
Department: Customer Experience
Reports to: Customer Experience Manager
Location: 150 Superior Blvd, Mississauga, Ontario L5T 2L2. www.steelfire.com
New Vacancy
Starting Pay: $56,000 per annum
Application Process: Please include a cover letter that clearly explains how you would approach and deliver on the key responsibilities outlined in this job description.
We will start reviewing application starting June 3, 2026.
About Us
Have you heard of us? Have you seen our brand anywhere? No, and we like it that way. Unless we are required to, we do not splash our logo all over our products. We work behind the scenes to supply our network of service providers and OEMS with products and solutions that protect lives and property.
Let’s assume you have been to a restaurant, condo, mall or office tower before. We supply emergency lights, fire alarm components, fire extinguishers, fire hose, signage, chemicals, detectors and more to the service companies that install and maintain these systems and devices. We supply critical components to the major manufacturers in our industry like Johnson Controls, Carrier, Honeywell and Amerex to name a few.
Be prepared to make new friends around the world as we have a few thousand customers around the world, with more joining every day.
- Family is important. We respect and are flexible to the needs of our staff, many of whom have been with us for over 20 years.
- We view our customers and vendors as partners with hundreds of relationships that go back over 40 years.
- We are personal with our customers. When you call you get a person and not a machine.
- For many of our customers we are their largest or key supplier. We never, ever want anyone to feel like we take advantage of that position. Any negative feedback is immediately shared with the team and the customer contacted to acknowledge the concern and the outcome. From people to systems and process design, we are focused on delivering Wow.
- We play the long game where decisions are made to maximize the customer experience and not the transaction. If you like stability, we have it in spades. This mindset has meant we have been profitable every year since 1956 while operating with no debt.
Core Values & how they translate into Customer Experience
· Deliver WOW comes to life in the way you treat every customer interaction and every order with care. It is in catching small details before they become problems, communicating proactively, and consistently exceeding expectations through accuracy, responsiveness, and service that feels personal.
· Driven by WHY shows up in your sense of ownership and purpose. You understand that behind every shipment is a customer relying on us and a safety solution that protects lives. This deeper meaning fuels your commitment to Ship in 24, quality, and doing things right even when the day gets busy.
· Show Your Personality (Be Personal) is reflected in how you build genuine relationships with customers, drivers, and teammates. You bring warmth, approachability, and real human connection to every interaction, making people feel supported, respected, and heard.
· Do More with Less comes through in your ability to streamline workflows, spot inefficiencies, and find smarter ways of working without compromising service or safety. You are always thinking about how to improve processes while keeping quality high.
· Relentless Determination is how you show up on high volume days, during challenges, and when problems arise. You stay calm, focused, and solutions driven, pushing through obstacles to ensure customers are taken care of and the team succeeds.
Why This Role Exists
At Steel Fire, customers rely on us to make clear commitments and keep them. We operate as if we are an extension of our customer’s team with the same level of urgency, communication and organization they expect from each other. Contractors, and electricians plan their work around the orders they place with us. When we say something will ship, arrive, or be ready for pickup, their day depends on it. Our job is simple to describe but demanding to execute remove uncertainty so customers can plan their day with confidence. That is why we focus ourselves on Ship in 24. Orders ship within 24 hours with clear ownership, proactive communication, and reliable follow-through. This role helps make that possible.
The Role
This is a hands-on working role. The CX Lead Hand actively performs the day-to-day work while helping keep the team aligned and the operation moving.
A large portion of the day will be spent picking, packing, and shipping customer orders. During busy periods, this can represent up to 40 percent or more of the role. You work alongside the warehouse and customer service teams to ensure orders move accurately and on time.
You will move between the warehouse floor, packing stations, pickup counter, and team workstations, stepping in wherever the work needs attention.
Throughout the day you will:
· Pick, pack, and ship customer orders to meet daily commitments
· Support the pickup counter and customer inquiries when needed
· Assist with order entry, shipment questions, and delivery updates
· Investigate order discrepancies or shipment issues
· Help keep work flowing when volumes increase or priorities shift
You keep the day running. You sit in the middle of operations where customer service, order management, and warehouse activity meet. You help the team decide what needs attention first, resolve issues before they grow, and keep work flowing so customers receive clear answers and dependable results.
This is a hands-on working leadership role that includes daily warehouse fulfillment responsibilities. One moment you may be helping investigate an order discrepancy, the next you may be guiding a team member through a shipment issue or helping pack an urgent order. You lead through presence and action. Your work creates calm and clarity in a fast-moving environment. When you do this job well, the team feels supported, customers receive consistent service, and managers only step in when a true exception occurs.
What Your Day Might Look Like
Starting the Day
You begin the morning by reviewing the order board and shipment queue.
· Which orders must move today to meet Ship in 24?
· Are there any holds or missing information preventing shipment?
· Are there urgent pickups expected?
You run a quick team huddle. Everyone leaves knowing what matters most today.
Keeping the Floor Moving
As the day unfolds, priorities shift. Orders come in. A customer arrives for pickup. A shipment has a discrepancy. Someone calls asking about delivery timing.
· You help the team navigate these moments.
· You redirect work when volumes spike.
· You step in when someone needs help solving a problem.
· You ensure orders move forward instead of getting stuck.
You act as the first point of decision making, helping the team resolve most issues before they escalate
Supporting Customers
Customers reach out throughout the day with practical questions.
Has my order shipped?
Can this order go out today?
Can I substitute a product if something is backordered?
You help the team answer these questions clearly and confidently.
Sometimes you will speak directly with customers at the pickup counter or on the phone. Other times you will support the team behind the scenes by confirming details and ensuring the information being shared is accurate.
Customers should feel that the answer they receive from Steel Fire is dependable regardless of who they speak with.
Solving Operational Issues
No operation runs perfectly every day.
A shipment may have the wrong item.Inventory may not match the system.A customer may report a damaged product.
You lead the investigation.
You check stock locations, review order history, speak with warehouse staff, and determine what happened. Then you coordinate the next step whether that means a replacement shipment, a credit, or correcting inventory records.
More importantly, you view this as an opportunity to problem solve and implement a solution that addresses the problem and not the symptom resulting in happier customers and staff.
Coaching the Team
You help people get better at the work.
Instead of simply giving answers, you show team members how to find the information themselves.
· You sit beside someone and walk through a tracking screen.
· You explain how to confirm a shipment method.
· You guide someone through resolving a customer issue.
These real time moments shorten learning curves and build confidence across the team.
Improving How Work Happens
Because you are constantly in the flow of work, you see where friction exists.
Maybe a system field creates confusion.Maybe an order step slows down packing.Maybe pickup orders sit too long without follow up.
You track these patterns and work with the Customer Experience Manager to improve them.
Small improvements every week make the operation stronger over time.
Impact of the role:
· Process and oversee customer orders from entry through shipment — confirming pricing, product details, and delivery expectations so customers can plan their work with confidence
- Respond to questions, prepare quotes, and support the pickup counter while maintaining clear communication with customers, drivers, and dispatch
· Lead resolution of returns, credits, and shipment issues by investigating root causes and coordinating a clear, professional response
· Act as the team’s daily go-to resource, guiding priorities, balancing workloads, and helping others make consistent decisions in real time
· Step into the work during peak demand to keep orders moving and commitments intact
· Coordinate closely with warehouse and dispatch to ensure orders are prioritized, picked, packed, and shipped accurately and on time
· Confirm commitments before release, reducing surprises and preventing avoidable escalations
· Reinforce procedures and perform quality checks so standards are applied consistently across the day
· Coach team members through real situations to build confidence and shorten learning curves
· Identify recurring friction and partner with the Customer Experience Manager to improve processes and strengthen reliability
Who Thrives Here
People who succeed in this role tend to behave in a few consistent ways.
· Step into the action. Enjoy working where decisions are made and problems are solved in real time.
· Take ownership naturally. Notice when something is off and move it forward without waiting to be asked.
· Stay steady under pressure. Bring calm and clarity when the day gets busy or priorities shift.
· Solve problems in the moment. Investigate issues quickly and work toward practical solutions.
· Support and guide others. Help coworkers learn by walking them through problems rather than simply fixing them.
· Pay attention to details. Double-check information, shipments, and commitments before they reach the customer.
· Communicate clearly and respectfully. Explain information in a way that customers and coworkers can trust.
· Notice patterns. Identify recurring issues and help improve processes so problems don’t repeat.
· Work comfortably across teams. Move between customer service, warehouse operations, and dispatch without hesitation.
· Build structure and consistency over time. Create an environment with predictable customer experience
· Take pride in reliability. Feel satisfied when the team delivers consistent, dependable results for customers.
Who May Struggle Here
This role may feel challenging if you prefer a different type of work environment.
· Prefers a desk management role. A meaningful portion of the day will involve picking, packing, and shipping orders alongside the team. The Lead Hand works in the operation, not above it. If someone prefers primarily desk-based work or feels that fulfillment work is not part of the role they want to play, this position will likely not be the right fit.
· Prefer constant direction. Expect clear step-by-step instructions rather than helping shape the day.
· Prefer narrow responsibilities. Feel uncomfortable moving between different types of work throughout the day.
· Avoid difficult conversations. Hesitate to redirect priorities or address mistakes when needed.
· Prefer working independently. Find frequent collaboration and communication draining.
· Focus more on speed than accuracy. Rush through tasks without verifying details.
· Avoid operational problem solving. Feel uncomfortable investigating issues or resolving unexpected situations.
· Prefer routine and predictability. Feel unsettled when priorities shift quickly during the day
Qualification and Experience
· A diploma or degree is helpful, but your experience and approach matter most.
· You bring 3 to 5+ years of experience in customer service, order management, logistics, or distribution, ideally within a manufacturing or warehouse environment. You are comfortable working across front office and warehouse operations, using ERP systems for order processing and inventory management, and managing multiple priorities with accuracy and care.
· Most importantly, you care deeply about delivering great service and helping a team succeed.
Role conditions
Must be able to lift upto 60 lbs. Constant standing, moving, twisting, bending, lifting may be required.
Why we think you will love working with us and enjoy this role:
At Steel Fire, you’ll find:
· Work that actually matters. The products we ship support life safety systems that protect buildings and people. Knowing the impact of your work brings a strong sense of purpose to the day.
· A role where you stay close to the action. You won’t be managing from a distance. You’ll be in the work, solving problems, supporting the team, and helping customers every day.
· Real ownership and trust. We value people who step up, think critically, and make good decisions. Your judgment and initiative will be respected.
· A team that helps each other succeed. When things get busy, people lean in and support each other so the work keeps moving.
· A place where your ideas matter. Because you are close to the work, you will see opportunities to improve how things run. Your observations help us get better every week.
· Variety in your day. One moment you might be helping a customer plan a shipment, the next you may be coaching a teammate, investigating a discrepancy, or jumping in to move an urgent order forward.
· A chance to grow your leadership skills. This role develops problem solving, operational awareness, and people leadership while staying hands-on in the work.
· A workplace with personality. We believe great workplaces include warmth, humor, and genuine conversations. People are encouraged to be themselves while delivering excellent work.
· Competitive compensation and benefits. We offer a competitive remuneration and benefits package that reflects the value this role brings to the team.
· A stable and growing company. Steel Fire is a Canadian family-owned and operated business. We are growing, and the work we do supports industries that remain essential even during economic downturns.
· An environment without unnecessary bureaucracy. Decisions are made close to the work. We focus on solving problems rather than adding layers of complexity.
· A financially stable business. Our industry has proven to be resilient through recessions and even through COVID. Combined with strong operations and disciplined management, this provides long-term stability for our team.
· Values that guide how we work. Our core values are not just statements on a wall. They reflect how we think, how we treat people, and how we approach our work every day.
If you enjoy meaningful work, solving problems, and being part of a team that takes pride in what it does, you’ll feel at home here.
Interview Process
The interview process starts with a video interview. Successful candidates from the video interview will be invited to head office for a facility tour, meet the team, and interview(s). In addition, you may be asked to complete a skills assessment which is a fit assessment tool that we use. We are very excited to meet exceptional people.
We value diversity and are an equal opportunity employer. We are committed to providing reasonable employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation to apply for or if selected for an interview, please contact Human Resources. Your application and any related materials you provide may be processed, stored, reviewed or otherwise used by systems in our recruitment selection process that may interact with AI tools. This includes any AI integrated functions that may be utilized by the job board through which you applied to our position.
Pay: From $56,000.00 per year
Benefits:
- Dental care
- On-site parking
- Paid time off
- Vision care
Application question(s):
- How do you see your role in making ‘Ship in 24’ actually happen day to day?
- Which comes more naturally to you, doing the work or leading others? How do you make sure neither gets dropped?
- If you notice a team settling into ‘good enough,’ how do you respond?
Work Location: In person
