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Customer Service Rep

Concord, ON, CA, 4K 5E4

Oldcastle BuildingEnvelope
CR Laurence


Job ID:  [[403739]]

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.


Job Summary

The Customer Service/Will Call Representative provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast passed environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.


Essential Duties & Responsibilities

· Maintain broad knowledge of clients, products and services.

· Document customer interactions and transactions

· Listen attentively to customer needs and concerns; demonstrate empathy

· Accurately process over-the-counter, phoned, faxed and e-mailed orders accurately and in a timely manner

· Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.)

· Answer multi-line telephone in a professional manner

· Face to face customers interactions

· Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.

· Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Go the extra mile to engage customers, adapt and respond to different types of customer requirements or requests

· Customer database management - Maintain records of customer interactions, process customer accounts and file documents

· Other duties as assigned


Skills, Knowledge and Ability Requirements

To be considered for the Will Call/ Customer Service Representative position, the following conditions must be met:


· 1 year of office support experience in a customer service role

· High School diploma or equivalent

· Ability to work in a fast-paced, team environment

· Organized and able to keep others organized with ability to prioritize effectively

· Must be able to communicate effectively and conduct yourself professionally, with excellent written and verbal communications

· Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues

· Utilizes strong time management and organizational skills to successfully multi-task

· Maintain business poise and professionalism under stressful situations

· Handle difficult situations and dissatisfied customers in a calm and professional manner.

· Able to read and perform simple mathematical calculations

· Bilingual preferred




· Personal desktop computers, fax machine, copy machine, calculator, writing instruments, telephone, and various printers.

· Issued safety equipment



· This position is a largely sedentary; however, caution needs to be taken when listing files, boxes, opening file cabinet drawers, desk drawers.

· To avoid injuries to hands, back and neck, proper ergonomics should be maintained while working at desk/workstation.


Work Environment


· Primarily works in an office environment with controlled climate.

· Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary.

· Some duties may involve being in a plant environment where noise levels can be moderate to high and be subject to the same general climate conditions of the region (heat, cold, humidity, etc.).

· Chemicals, dust, pollen and other typical airborne particulate matter are present within the atmosphere of the production floor and may create some odors in the plant. The Company, in an effort to provide its employees with a safe and healthy working environment, limits exposure to chemicals through written procedures, engineering controls and PPE.

· While the chemical exposure and odors are under acceptable levels set by OSHA and the WCB, they nevertheless, can be smelled and are handled according to the company’s hazardous communication program.


What CRH Americas Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


About CRH Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


C.R. Laurence Co., a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!


CRH Americas is an Affirmative Action and Equal Opportunity Employer.


 EOE/Vet/Disability--If you want to know more, please click on this link


C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.


Date Posted:  May 4, 2022

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