Customer Service Agent - Detail

Who are we?

Richelieu Hardware is a leading North American specialty hardware company: we import, distribute, and manufacture products for over 120,000 customers in North America — cabinet and furniture manufacturers, woodworkers, and hardware retailers.

Our team of 3,200 people includes more than half of the company's shareholders.

Your role

Richelieu Hardware is looking for a Retailink-Storelink Agent to join the Detail Division at our Headquarters in Saint-Laurent.

This role reports to the Detail Project Manager and works with other Retailink agents, who are the central point of the Detail Division for product and display marketing and maintenance with Canadian, American, and international merchants.

You coordinate product and display orders with marketing and other departments, then follow each step of the project: internal coordination, shipping, store setup, quality control, and return tracking, using Excel schedules and the Wrike project management software. You act as the point of contact between merchants, representatives, setup agencies, and internal teams.

We are looking for a team player, comfortable communicating, organized, and detail-oriented, who enjoys setting priorities and organizing tasks to meet deadlines.

Responsibilities

*This role touches on all or part of the tasks below; their distribution varies according to projects and current priorities.*

1. Detail project coordination

• Coordinate product, display, and return orders with internal teams (marketing, product specialists, supply chain, and purchasing).
• Update tracking files to ensure good internal visibility of projects.

2. Shipping and setup tracking

• Confirm with clients the delivery of furniture and stock orders before setups.
• Forward tracking numbers to representatives (agency-free setups) and confirm component availability with assigned agencies.
• Ensure the sending of required documents by marketing agencies (planograms, buyback/return documents).
• Track returns with agents and clients after setup, until credits are issued.

3. Quality control

• Analyze weekly merchandising agent reports in the Yoobic platform and forward our comments to the agency by email.

4. Buyback and repair request tracking after installation

• Manage requests received in the Storelink email box (the email box that stores and agencies use to communicate with us), open replacement part follow-ups, and keep the tracking board up-to-date.

5. Product sheet management support

• Update product sheets at merchants in Excel, according to product additions or removals.

Requirements

• Experience in retail stores; experience in hardware (RONA, Home Depot, BMR, CANAC) will be considered an asset.
• Team spirit and good communication skills in French and English.
• Sense of organization, attention to detail, and thoroughness.
• Customer service mindset.
• Resourceful and self-motivated.
• Ability to manage multiple files simultaneously and meet tight deadlines.
• Good computer skills and openness to new technologies.
• Comfort with Microsoft Office Suite (especially Excel) and openness to learning new tools (Wrike, Yoobic).
• If you don't have experience but have the personality and willingness to learn, don't hesitate to apply!

What we offer

• A stable Quebec-based company present in Canada and the United States for over 50 years.
• A competitive base salary according to the market.
• The possibility of becoming a company shareholder.
• A flexible work environment that promotes work-life balance.
• Continuous training and career development opportunities.
• How to apply

Are you interested in this position? We invite you to visit our corporate website at richelieu.com/emplois to submit your application.

We thank all candidates for their interest, however, we will only communicate with candidates selected for the pre-selection process.

Note that the masculine is only used to lighten the text.

*By submitting their application package, candidates consent to Richelieu Hardware Ltd. collecting, using, and retaining the documents submitted for the evaluation of their application only. These documents may be retained by Richelieu Hardware Ltd. for future references during a period of twelve (12) months following the receipt of their application.*