Customer Care Representative

About the Company

Ariva, a subsidiary fully owned by Domtar, delivers comprehensive solutions designed to enhance business communication, collaboration, and competitive edge. Rooted in the esteemed Domtar Distribution Group—Canada’s leading provider of premium paper, packaging, and graphic supplies—Ariva extends beyond traditional paper distribution. Domtar itself is a key manufacturer of pulp, paper, packaging, tissue, and wood products, committed to safety, sustainability, and operational excellence through its facilities across Canada and the United States. Employing 14,000 dedicated personnel, Domtar offers competitive pay, a supportive workplace, attractive career development, and many learning opportunities.

Role Overview

Located in either Montreal (Lachine) or Quebec City, this full-time role reports to the Customer Care Manager and entails delivering precise, timely customer service alongside promoting related product sales. Ariva values and fosters employee growth and advancement.

Key Responsibilities

• Process customer orders accurately and efficiently while resolving any order-related issues promptly.
• Coordinate with relevant staff to follow up and expedite pending customer orders and requests.
• Maintain meticulous records of all customer transactions, ensuring timely follow-up and resolution of any outstanding concerns.
• Adhere strictly to professional telephone etiquette standards.
• Participate in product knowledge training sessions and stay updated on company policies, business operations, and SAP system integration.

Candidate Profile

• Preferably one to two years of customer service experience or in a related field.
• Strong customer service focus, with product knowledge and familiarity with SAP considered valuable assets.
• Client-oriented with excellent problem-solving, listening, teamwork, and attention to detail skills.
• Effective bilingual communicator in English and French, both written and spoken, to engage with customers, partners, and US subsidiaries.
• Proficient in Microsoft Office at an intermediate level.
• Committed to company core values: Caring, Accountability, Collaboration, and Entrepreneurship.

What We Offer

• Flexible working arrangements, including a hybrid remote work model and flextime options.
• Modern, spacious work environments.
• Competitive salary package complemented by an annual bonus plan.
• Comprehensive, flexible insurance benefits covering life, medical, and dental care.
• Access to an Employee and Family Assistance Program.
• Generous pension plan featuring matching contributions from the employer.
• Employer-funded professional development and continuing education opportunities.

Additional Information

Applicants must successfully complete a multi-stage selection process that may include interviews, background checks, reference verification, aptitude testing, and potential fitness-for-duty assessments. Domtar is deeply committed to equity, diversity, and inclusion, fostering a dynamic team environment where diverse perspectives contribute to success. We strive to maintain an inclusive, rewarding, and safe workplace, offering opportunities to develop your skills.