Customer Service Representative

About Us

Founded in 1985, CTG is a major importer and distributor of consumer products for customers in the retail industry across North America. CTG’s mission is to supply quality branded products at competitive prices. Our innovative and high perceived value packaging has strong consumer appeal that helps generate high turnover for our retail trade customers. Our corporate name reflects our focus on developing exceptional brand identities that represent the best value to consumers.

CTG’s great instincts for value and quality have resulted in an exceptionally strong presence in the consumer products market. Our full range of categories now includes giftware, home décor, novelties, kitchenware, housewares, stationery, candles & candle holders, health & beauty, hair accessories, household products, toys, electronic accessories, seasonal products and more. We design, import, manufacture and distribute over 13,000 active items. With a wide selection of comprehensive programs and more than 45 proprietary brands, we provide a true one-stop product solution for our valued customers with unequaled variety and depth.

For more information, visit: www.ctgbrands.com

We are seeking passionate, driven individuals who are eager to build something extraordinary from the ground up—together. If you are excited by the idea of helping lead a turnaround story and being part of a growing, purpose-led organization, we invite you to join us on the journey to build the new Giftcraft. 

Giftcraft 2025 Inc. (www.giftcraft.com) is a newly revitalized consumer lifestyle company, building upon the legacy of Giftcraft’s decades-long reputation in the North American market. Now operating under the new ownership of CTG, Giftcraft 2025 Inc. is entering an exciting new chapter—one that blends heritage with transformation.

Our mission is not only to continue delivering award-winning giftware, home décor, wellness, fashion, and seasonal products—but also to rebirth the Giftcraft brand with renewed energy, innovation, and purpose. This new beginning represents a bold opportunity to reshape the company’s future while honoring its past.

Summary:

The Customer Service Representative (CSR) is the first point of contact for our customers at CTG Brands Inc., and is responsible for delivering exceptional service and support throughout the order lifecycle. This role involves handling inbound inquiries, processing orders, resolving issues, claims and ensuring customer satisfaction. The ideal candidate is a friendly, organized, and solutions-oriented professional with experience in a B2B or consumer goods environment.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and online channels in a timely and professional manner
• Enter, review, and update sales orders accurately in the ERP system
• Track shipments, resolve delivery issues, and follow up on backorders or product availability
• Assist customers with product information, pricing, and order status
• Collaborate with internal teams including Sales, Logistics, and Accounting to resolve customer issues quickly and effectively
• Handle returns, credits, and warranty claims according to company policy
• Maintain accurate customer records and documentation
• Identify recurring customer issues and escalate them to management for process improvements
• Support seasonal call/email volume surges and participate in special projects as needed
  
• Assist in the operation of our twice annual Customer Open Houses (January/February and August) said operation of which might include being present in the office on the weekend of the shows
• Payment Processing: Manage receipt of incoming payments, including cheques, credit card and EFT, ensuring accurate matching and recording within the accounting systems.
• Account Analysis: Perform regular account reconciliations and keep customer accounts current
• Collection Management: Issue and monitor aging reports to identify any overdue accounts, implement collection strategies and actively follow up with customers to settle outstanding balances.

Qualifications:

• High school diploma required; college diploma in Business Administration or related field preferred
• 2+ years of customer service experience, ideally in a wholesale, distribution, or consumer goods company
• Strong communication and interpersonal skills with a professional phone manner
• Proficiency with Microsoft Office and experience using ERP or CRM systems (e.g., Sage, NetSuite, Salesforce)
  
• Ability to multitask and prioritize in a fast-paced environment
  
• Positive, team-oriented attitude with a passion for providing excellent service
  

Benefits:

• Company events
• Extended health care
• Dental care
• Vision care
  
• Employee assistance program
• On-site parking
• Paid time off
• Tuition reimbursement

Supplemental pay types:

• Bonus pay