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Customer Service Agent in Gatineau at Kruger Products

Date Posted: 1/7/2019

Job Snapshot

Job Description

Kruger Products L.P. is most well known as the leading manufacturer and distributor of Canada’s leading Tissue Brands (including Cashmere®, Purex®, Scotties®’, SpongeTowels®, White Swan® and Embassy®) for both the consumer and away from home markets, but we’re quickly becoming known as one of Canada’s best places to work as well.

We are leaders in our communities, leaders in sustainability, and leaders in connecting with our consumers. Our headquarters is in Mississauga, ON, but we proudly have nearly 2500 employees spread across seven manufacturing plants in Quebec, British Columbia, Ontario, and Tennessee. Our publically-traded entity, KP Tissue Inc., is listed on the Toronto Stock Exchange under the symbol KPT. We recently acquired Metro Paper Industries to continue to build on our leadership position in the industry.  

Our majority shareholder, Kruger Inc., is a Canadian-based manufacturing company in a variety of other industry sectors including: renewable energy, publication papers, forest products, paperboard and packaging, wines and spirits, and recycling.

We know our people are our greatest competitive advantage, and we strive to help them grow, succeed, innovate, and make our company even better each and every day.

Better yet, we are now looking for qualified candidates to join our growing team!


The Customer Service Agent will coordinate and perform all customer order management activities to ensure efficient, accurate, on-time delivery, by meeting customers’ requirements and complying with current Kruger sales and distribution policies.  The Agent will report directly to the Customer Service Supervisor and work with eight team members. Further accountabilities; 

  • Answer various customer inquiries and order questions, as well as inquiries from carriers, internal departments, etc., or forward calls to the right destination
  • Manage customer orders placed by fax, email or EDI, in a timely manner to ensure order can be filled and delivered within the requested timeframe
  • Ensure orders are created properly by:
    • applying set procedures and policies and closely following the checklist
    • analyzing orders and checking them against customer specifications
    • checking orders’ credit status, product availability and order prices
    • determining point of shipment based on customer’s region and product quantities ordered
    • assigning delivery dates based on requested delivery dates and the delivery timeframe guide
    • completing order processing and performing the necessary order flow follow-up
  • Manage blocked order reports by conducting follow-ups several times a day
  • Ensures timely operations so that requested delivery dates can be met and make appointments with customers for order delivery
  • Manage central email in a timely and appropriate manner
  • Perform searches at carriers and other resources when customers do not receive their order. At a customer’s request, trace deliveries, check proofs-of-delivery and make arrangements to correct or improve the situation
  • Manages carriers’ requests within company guidelines
  • Constantly be aware of customers’ needs, update customer accounts and meet their needs while complying with all current sales and distribution policies
  • Apply the elements under his/her responsibility in the Environmental Management System (E.M.S.), the Quality Management System (ISO), health and safety regulations, and requirements and procedures that apply to his/her sector of activity
  • Complies with various departmental policies and procedures 




  • Fully bilingual – French & English
  • Excellent communication skills (both oral and written)
  • SAP experience
  • Capacity to interact with customers and understand their needs
  • Ability to multi-task in a high pressure environment while maintaining professional demeanor
  • Be able to work independently while part of a team with minimal supervision
  • Excellent problem solving skills
  • Customer service experience an asset


  • Great People: You will gain experience as part of the Kruger Products team
  • Great Company:Kruger Products has been named one of GTA’s Top Employers for the past six consecutive years as well, named Forbes 2018 Canada's Best Employers.
  • Great Opportunity: Develop and advance your career. 

Kruger Products is an equal opportunity employer and encourages applications from all qualified individuals.  Accommodation will be provided in all parts of the hiring process as required under KPLP’s Accessibility Policy and Multi-Year Accessibility Plan - 1.04.33.  Applicants need to make their needs known in advance. 

We thank all applicants for their interest in Kruger Products but only candidates selected for an interview will be contacted.