Senior Commercial Customer Service SpecialistLocation: Brampton, OntarioPosition Type: Permanent, Full-TimeReports To: Customer Service ManagerAbout GESCOGESCO is one of Canada's leading national flooring distributors, providing industry-leading products and service to retailers, commercial contractors, builders, and flooring professionals across Canada.As a national B2B organization, our success is built on exceptional customer relationships, operational excellence, and continuous improvement. We are committed to delivering outstanding customer experiences while investing in technology, process development, and our people.We are seeking an experienced Senior Commercial Customer Service Specialist to join our Customer Service team and support our largest national customer accounts.Position SummaryAt GESCO, Commercial refers to the management and support of our largest national customer accounts. These strategic customers require exceptional service, proactive communication, strong commercial judgment, and seamless coordination across multiple business functions.The Senior Commercial Customer Service Specialist serves as the primary customer contact for assigned national accounts and acts as the internal quarterback to ensure customer commitments are executed successfully from order placement through final delivery.This position works closely with Sales, Operations, Logistics, Inventory, Purchasing, Credit, and Branch Operations to proactively manage complex customer requirements while delivering an exceptional customer experience.The successful candidate is a highly organized professional who thrives in a fast-paced national distribution environment, demonstrates excellent problem-solving skills, and takes ownership of delivering results.Our Customer Service PhilosophyAt GESCO, we believe exceptional customer service is achieved through strong relationships, disciplined processes, and operational excellence. Our Senior Commercial Customer Service Specialists are empowered to solve problems, influence outcomes across departments, and continuously improve how we serve our customers.Key ResponsibilitiesNational Account Management
- Manage and support GESCO's largest national customer accounts.
- Develop strong, professional relationships with key customer contacts.
- Serve as the primary point of contact throughout the customer order lifecycle.
- Understand customer business requirements and proactively anticipate potential challenges.
- Build trust by providing timely, accurate, and solutions-oriented communication.
Commercial Order Management
- Manage complex commercial orders from quotation through delivery.
- Coordinate customer projects involving multiple shipments, branches, and delivery locations.
- Monitor order status to ensure customer expectations are consistently achieved.
- Coordinate inventory availability, product substitutions, special orders, and allocations.
- Ensure customer commitments are communicated clearly across all internal departments.
Cross-Functional LeadershipPartner closely with:
- Sales
- Operations
- Logistics
- Inventory
- Purchasing
- Credit
- Branch Operations
to ensure customer commitments are successfully executed while balancing operational efficiency and business priorities.Act as the internal quarterback for assigned national accounts, ensuring all departments remain aligned while proactively identifying and resolving risks before they impact the customer experience.Customer Issue Resolution
- Resolve complex customer inquiries and service issues.
- Investigate order discrepancies and shipment exceptions.
- Coordinate expedited solutions when required.
- Manage pricing concerns, freight issues, inventory shortages, and delivery challenges.
- Escalate issues appropriately while maintaining customer confidence and professionalism.
Process Improvement & Governance
- Identify opportunities to improve customer service processes.
- Support process standardization across the Customer Service department.
- Promote adherence to established procedures and operational governance.
- Assist in documenting and implementing best practices.
- Contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance.
ERP & Systems
- Utilize Infor M3 and related business systems to:
- Manage customer orders
- Monitor inventory availability
- Investigate customer inquiries
- Coordinate shipments
- Resolve transactional issues.
- Become a subject matter expert in customer service processes within the ERP environment.
- Support system adoption by sharing best practices with colleagues.
Team Leadership
- Serve as a senior resource within the Customer Service department.
- Mentor and support Customer Service Specialists.
- Share knowledge and best practices.
- Assist with onboarding and training of new employees.
- Support departmental initiatives during periods of high operational demand.
Qualifications
- Minimum five (5) years of Customer Service, Commercial Customer Service, or Account Management experience in a B2B distribution, wholesale, manufacturing, or building materials environment.
- Demonstrated experience supporting large national accounts, strategic customers, or key commercial customers.
- Experience managing complex customer orders and multiple priorities simultaneously.
- Strong understanding of distribution, supply chain, and order management processes.
- Experience working within an ERP system; Infor M3 experience is considered a strong asset.
- Excellent organizational, analytical, and problem-solving skills.
- Exceptional verbal and written communication skills.
- Proficiency in Microsoft Office, particularly Excel and Outlook.
Preferred ExperienceExperience in one or more of the following industries is considered an asset:
- Flooring Distribution
- Building Materials
- Industrial Distribution
- Construction Supply
- Manufacturing
- Wholesale Distribution
Experience supporting customers across multiple branches or national distribution networks is highly desirable.Core CompetenciesThe successful candidate will demonstrate:
- Customer-first mindset
- Commercial awareness
- Strong business judgment
- Professional communication
- Ownership and accountability
- Attention to detail
- Sense of urgency
- Collaboration across departments
- Process discipline
- Continuous improvement mindset
- Ability to influence without direct authority
- Adaptability in a fast-paced environment
Why Join GESCO? At GESCO, you'll join a national organization committed to operational excellence, innovation, and customer success. We believe our people are our greatest asset and are dedicated to providing an environment where employees can grow professionally while making a meaningful impact on our customers and our business.This role offers the opportunity to work with some of GESCO's most important national customers while partnering with leaders across Sales, Operations, Supply Chain, and Customer Service to deliver industry-leading service across Canada.
Pay: $27.00-$30.00 per hour
Work Location: In person
