Customer Service Representative

Company Description

Founded in 1985, CTG is a major importer and distributor of consumer products for customers in the retail industry across North America. CTG’s mission is to supply quality branded products at competitive prices. Our innovative and high perceived value packaging has strong consumer appeal that helps generate high turnover for our retail trade customers. Our corporate name reflects our focus on developing exceptional brand identities that represent the best value to consumers.

CTG’s great instincts for value and quality have resulted in an exceptionally strong presence in the consumer products market. Our full range of categories now includes giftware, home décor, novelties, kitchenware, housewares, stationery, candles & candle holders, health & beauty, hair accessories, household products, toys, electronic accessories, seasonal products and more. We design, import, manufacture and distribute over 13,000 active items. With a wide selection of comprehensive programs and more than 45 proprietary brands, we provide a true one-stop product solution for our valued customers with unequaled variety and depth.

For more information, visit: www.ctgbrands.com

Summary:

The Customer Service Representative (CSR) is the first point of contact for our customers at CTG Brands Inc., and is responsible for delivering exceptional service and support throughout the order lifecycle. This role involves handling inbound inquiries, processing orders, resolving issues, claims and ensuring customer satisfaction. The ideal candidate is a friendly, organized, and solutions-oriented professional with experience in a B2B or consumer goods environment.

Position Key Duties and Responsibilities:

• Respond to customer inquiries via phone, email, and online channels in a timely and professional manner


• Reception duties


• Enter, review, and update sales orders accurately in the ERP system


• Track shipments, resolve delivery issues, and follow up on backorders or product availability


• Assist customers with product information, pricing, and order status


• Collaborate with internal teams including Sales, Logistics, and Accounting to resolve customer issues quickly and effectively


• Handle returns, credits, and claims according to company policy


• Maintain accurate customer records and documentation


• Identify recurring customer issues and escalate them to management for process improvements


• Assist in the operation of our twice annual Customer Open Houses (January/February and August) said operation of which might include being present in the office on the weekend of the shows


• Other tasks assigned by management

Qualifications:

• High school diploma required; college diploma preferred


• 2+ years of customer service experience, ideally in a wholesale, distribution, or consumer goods company


• Strong communication and interpersonal skills with a professional phone manner


• Proficiency with Microsoft Office and experience using ERP or CRM systems (e.g., Sage, NetSuite, Salesforce)


• Ability to multitask and prioritize in a fast-paced environment


• Positive, team-oriented attitude with a passion for providing excellent service

Benefits:

• Company events


• Extended health care


• Dental care


• Vision care


• Employee assistance program


• On-site parking


• Paid time off


• Tuition reimbursement

Supplemental pay types:

• Bonus pay