About Calibre
Calibre is a leading North American supplier of food packaging solutions, tailored to the foodservice, retail, processor, jan/san, healthcare and institutional markets. We offer a broad range of products specializing in eco-friendly and sustainable materials. We are committed to delivering innovative solutions that help our customers operate more efficiently with smart, cost-effective products. With over 5,000 products from 300+ manufacturers, we are a trusted single-source partner for packaging across Canada and the United States.
Founded in 1985, we are a family-owned and operated business with a strong reputation for reliability, service, and long-term partnerships. Headquartered outside of Toronto, Calibre operates multiple distribution centres in both Canada and the US, and we use our own fleet of trucks and extensive logistics network to deliver products where our customers need them—on time, every time.
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Why Join Us
At Calibre, you’ll be part of a company that values growth, collaboration, and long-term success—both for our business and our people.
What Sets Us Apart:
- Growth: Opportunity to grow within a stable and respected organization
- Culture: A supportive, team-driven environment with hands-on learning and direct exposure to complex international procurement processes
- Stability: Competitive compensation with clear pathways for career advancement
- Earnings: Performance-linked bonus opportunities that reward results
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Benefits & Perks
- Health & Wellness: Extended health care, comprehensive dental, and vision coverage
- Time Off: Paid vacation plus additional personal days
- Culture & Perks: Casual dress code, on-site parking, and regular company events
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Position Overview
We are seeking a customer-focused and highly organized Customer Service Representative to provide exceptional support to our customers and internal sales team. As the primary point of contact for assigned accounts, you will manage the complete order lifecycle—from order entry through delivery—ensuring accuracy, responsiveness, and a positive customer experience.
Working closely with Sales, Purchasing, Warehouse, Logistics, and Finance, the Customer Service Representative plays an integral role in maintaining customer satisfaction, resolving issues, and supporting the efficient flow of products throughout the supply chain.
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Key Responsibilities
Customer Relationship Management
- Serve as the primary point of contact for assigned customer accounts.
- Build and maintain positive, professional relationships through timely and effective communication.
- Respond promptly to customer inquiries regarding products, pricing, inventory availability, order status, and delivery schedules.
- Manage customer expectations by providing accurate information and proactive updates.
- Maintain a high level of customer satisfaction through responsive service and issue resolution.
Order Management
- Accurately process customer orders in the ERP system.
- Review orders for pricing, product availability, shipping instructions, and special customer requirements.
- Coordinate order changes, cancellations, and amendments.
- Monitor orders through to completion, ensuring timely and accurate delivery.
- Maintain complete and accurate customer records
Inventory & Order Coordination
- Verify inventory availability and communicate expected delivery dates.
- Coordinate with Purchasing regarding backorders and incoming inventory.
- Work closely with Warehouse and Logistics to prioritize shipments and resolve delivery issues.
- Proactively communicate delays and revised ETAs to customers. .
Issue Resolution
- Investigate and resolve customer concerns relating to:
o Order discrepancies
o Damaged shipments
o Delivery delays
o Product shortages
o Pricing inquiries
o Returns and credits
- Coordinate with Sales, Purchasing, Warehouse, and Finance to ensure timely resolution.
- Escalate complex issues when appropriate.
Sales Support
- Support Account Managers by preparing quotations, product information, and order documentation.
- Assist with product sourcing inquiries and alternative product recommendations.
- Communicate new product introductions, discontinued items, and product changes.
- Identify opportunities for upselling and cross-selling and refer them to the appropriate Account Manager.
- Support promotional initiatives and customer programs.
Administrative Responsibilities
- Maintain accurate customer, pricing, and product information in the ERP system.
- Process customer credits, returns, and replacement orders.
- Prepare shipping documents and customer correspondence.
- Organize customer documentation and correspondence.
- Assist with special projects as assigned.
Cross-Functional Collaboration
- Collaborate with Sales, Purchasing, Warehouse, Logistics, and Finance to ensure exceptional customer service.
- Participate in resolving operational issues affecting customer orders.
- Communicate customer feedback and market information to internal departments.
- Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
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Qualifications
- A diploma or degree in Business Administration or a related field is preferred.
- Minimum 2–3 years of customer service experience, preferably in a B2B distribution, wholesale, manufacturing, or packaging environment.
- Experience processing high-volume customer orders.
- Experience using ERP systems.
- Proficiency in Microsoft Office, particularly Outlook and Excel.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Experience in packaging, foodservice, distribution, or wholesale industries.
- Familiarity with inventory management and supply chain processes.
- Ability to communicate in multiple languages is considered an asset.
Job Types: Full-time, Permanent
Pay: $45,000.00-$55,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Work Location: In person
