Customer Service Representative (CSR)

Pollard Windows Inc. - Burlington, ON (30 days ago)

Apply Now

About the Company

Pollard Windows Inc. is a 100% owned and operated family business located in Burlington, Ontario. A proud Canadian manufacturer that is engaged in the design, development and marketing and selling of both windows and doors in Canada and the United States. Today, Pollard operates out of a 300,000 square foot state-of-the-art manufacturing plant and they are recognized as a leader in new and replacement window manufacturing.

Job Purpose

A liaison between Outside Sales Representative and Production, the CSR is an Inside Sales Support to Outside Sales Reps; ensuring customer’s needs are met regarding orders. This includes answering inquiries on orders, pricing, product, and problem resolution.

Duties and Responsibilities Include but are not Limited to the Following:

  • Provides in-house support for sales team when a customer requires information or assistance
  • Maintains quality customer relations using strong interpersonal communication skills
  • Answers customer’s phone calls promptly, efficiently, and with courtesy
  • Ensure all customer requests are dealt with in a prompt and friendly manner, following up with them at key points (ex. Reply to them before the day-end, and let them know you are currently working on a solution – providing them with realistic timelines)
  • Address customer concerns and enquiries with respect to product and delivery; ensure the customer is receiving the product they have requested and on time (Enter their requests promptly, ask for assistance if a “rush order” is required), perusing the confirmation
  • Inform the Outside Sales Representative if you have provided a service to the customer that they should be aware of – this is to maintain communication between the CSR and Outside Sales Rep to ensure consistent service
  • Notify the Scheduling Department of any changes or updates to customer delivery schedules
  • Rectify customer complaints in a quick manner; keeping customer satisfied with overall service
  • Report any customer dissatisfaction/trends to Customer Service Manager for further review
  • Maintain business files including binder information, addresses, customer name, builder profiles, etc.
  • Maintain accurate specification sheets (daily), confirm shipping schedules including calling customers every morning
  • Complete requests for product returns, bringing these requests to the Sales or Customer Service Manager for approval
  • Ensure Purchase Orders once received are properly priced and signed
  • Ensure deposits and balances are collected before the product is shipped; provide a copy of the Purchase Order to the customer once complete
  • Provide support to other CSR’s as needed and as business demands
  • Cover reception desk / switchboard as needed
  • Other duties as assigned by Management


  • High School education preferred
  • Ability to read customer orders

Skills Required

  • Professionalism Both in Person and Over the Phone
  • Ability to Use Microsoft Office
  • Excellent Attention to Detail
  • Keen Listener with a Customer Focus
  • Strong Organizational Skills
  • Excellent Communication Skills and Ability to Inform Others
  • Works Well Under Pressure
  • Diligent and Attentive
  • Ability to Multitask

Physical Requirements

  • Must be able to sit for extended periods
  • Must be able to climb 3 flights of stairs as needed
  • Must be able to lift various size items ½ lb to 20 lbs

Pollard Windows Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment. All qualified applicants are welcome to apply and will receive consideration for employment based on company needs, job requirements, and individual qualifications. Applicants will be considered without regard to gender, marital status, general identity or expression, sexual orientation, national origin, race, colour, religion or belief, age, physical or mental disability or any status protected by the Employment Equity Act.

Job Types: Full-time, Permanent


  • Microsoft Office: 1 year (Preferred)
  • Call Center: 1 year (Preferred)
  • Customer Service: 1 year (Preferred)


  • Secondary School (Preferred)

Work remotely:

  • No