Customer Service Representative Lead

About the role

Watson Gloves is seeking a Customer Service Representative Lead to join its Burnaby office. In this position you will deliver top‑tier service, build strong client relationships, and support the CSR Manager in daily operations and team performance.

Key responsibilities

• Develop and maintain deep product knowledge of industrial safety gloves.
• Provide online chat assistance, phone and email support for pricing, stock, orders and shipments.
• Enter orders in GP, process credit‑card transactions through Bambora, and manage EDI orders.
• Track and resolve backorders, missing shipments, and customer balances.
• Mentor team members, assist the CSR Manager, and generate add‑on sales.
• Coordinate with sales staff, forward leads, and handle return authorizations.
• Maintain weekly action on open orders, back‑order transfers, and territory management.
• Assist walk‑in customers, attend trade shows, and stay active on social media.

Required profile

• Experience leading a customer service team or similar supervisory role.
• Strong product knowledge and ability to advise customers on suitable glove solutions.
• Excellent communication skills for phone, email, chat, and in‑person interactions.
• Detail‑oriented with the ability to monitor balances and resolve pricing discrepancies.

Required skills

• GP (order entry system)
• Bambora (credit‑card processing)
• EDI (electronic data interchange)
• Online chat platforms

What we offer

• Competitive salary range $62,000‑$68,000 CAD per year.
• Full‑time permanent position with regular daytime hours.
• Collaborative, fun workplace focused on innovation and sustainability.