Pay: $43k-$60k CAD Annual 6 Month Contract Hours: 8:00am-5:00pm ET The Customer Service Rep II delivers high‑quality B2B customer support in a fast‑paced, high‑volume environment. This role is primarily focused on email case management, SLA compliance, and accurate RMA processing while ensuring a consistent, professional customer experience and strong operational compliance. What You’ll Do Manage high‑volume email casework, handling approximately 1,800 customer emails per month (~70 per day) across shared inboxes Deliver timely, accurate, and professional customer responses to meet or exceed SLA requirements Process an average of 375 RMA lines per month, consistently exceeding standard team productivity benchmarks Ensure high accuracy and strict adherence to established RMA, approval, and compliance processes Apply strong critical‑thinking and problem‑solving skills to resolve complex customer issues Provide coverage support during peak volumes, team absences, and overflow situations Minimize errors and customer escalations through attention to detail and disciplined process execution Contribute to a consistent, high‑quality customer experience across all interactions What We’re Looking For 5-7 years of experience in a B2B customer service, customer care, or related support role Proven ability to manage high‑volume workloads with speed and accuracy Strong written and verbal English communication skills Hands‑on experience with email case management systems, SLA‑driven environments, and RMA/order processing Strong analytical, critical‑thinking, and problem‑solving skills High attention to detail with consistent adherence to defined processes Ability to work independently while collaborating effectively in a team environment Key Skills Collaboration Customer Inquiries Customer Service Decision Making Service Level Agreement (SLA) SLA Compliance What’s In It For You? Elective Benefits tailored to your country Career growth opportunities with leadership and professional development programs Personal well‑being initiatives through seminars and events Diversity, Equity & Inclusion initiatives and community engagement Global organization networking through onboarding and internal communities #J-18808-Ljbffr