Title: Customer Service Representative
Status: Full-Time
Location: Vaughan (Woodbridge), ON
Summary
The Customer Service Representative is responsible for managing customer service operations and assigned retail accounts, handling inquiries and complaints, processing orders, verifying pricing and inventory, and ensuring accurate and timely order fulfillment from entry through delivery.
The role requires close coordination with Sales Representatives, Account Managers, production planning, warehouse, distribution, and administrative teams to maintain customer satisfaction, accurate inventory, and smooth shipments. The candidate should have at least 3 years of customer service experience, preferably in manufacturing or distribution, strong communication and organizational skills, attention to detail, multitasking ability, sound judgment, and proficiency in Microsoft Office.
Department: Customer Service Reports to: Director of Operations
2. Must-Have Requirements
- Experience: Minimum 3 years in a customer service environment; manufacturing and/or distribution experience is preferred.
- Communication: Strong verbal and written communication skills; able to communicate professionally with customers, sales teams, and internal departments.
- Customer service: Experience handling customer inquiries, special requests, complaints, follow-ups, problem-solving, and issue resolution.
- Order management: Ability to manage order entry, verify pricing, check inventory, validate sales orders, and follow up on orders.
- Account management: Ability to take ownership and accountability for assigned retail accounts.
- Organization and multitasking: Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a very fast-paced environment.
- Decision-making: Able to make sound decisions and exercise good judgment independently.
- Microsoft Office: Proficiency in Microsoft Office.
- Transportation: Must have reliable personal transportation.
- Work approach: Self-starter, innovative, proactive, and able to manage tasks accurately and efficiently.
3. Nice-to-Have Requirements
These are preferred or implied by the responsibilities rather than explicitly listed as mandatory qualifications.
- Experience in manufacturing, distribution, warehousing, or production-related environments.
- Experience using an ERP system to maintain customer records, pricing agreements, and order documentation.
- Experience with retail account management, sales order processing, pricing verification, and inventory control.
- Experience coordinating shipments with distribution or warehouse teams and planning shipments in advance.
- Experience monitoring orders from entry to delivery and communicating delays, changes, and status updates.
- Experience coordinating customer demand with production schedules and manufacturing capacity.
- Experience working with Sales Representatives, Account Managers, production planning, warehouse, and administrative teams.
- Experience improving internal processes, systems, and workflows.
- Experience training new and existing employees on product knowledge and customer service procedures.
4. Key Responsibilities
A. Customer Service and Account Management
- Manage all customer service activities, including inquiries, problem-solving, and coordination with the Sales Team, Sales Representatives, and Account Managers.
- Take ownership of assigned retail accounts.
- Handle customer and sales representative inquiries and follow-ups accurately, professionally, and on time.
- Respond promptly and professionally to special requests and complaints, ensuring effective resolution and customer satisfaction.
B. Order Processing and Inventory Management
- Enter customer orders, verify pricing, check inventory, and complete related follow-up activities.
- Ensure sales orders are accurate.
- Follow up daily on finished goods received from production to maintain accurate inventory levels.
- Maintain accurate customer records, pricing agreements, and order documentation in the ERP system.
- Monitor order status from order entry through delivery and proactively communicate updates, delays, and changes to customers and internal teams.
C. Shipping and Production Coordination
- Work closely with distribution to plan and prepare future shipments wherever possible, minimizing last-minute shipping requirements.
- Coordinate with production planning to align customer demand with manufacturing schedules and capacity.
- Communicate effectively with administrative, warehouse, and production teams to ensure smooth order fulfillment and customer satisfaction.
D. Process Improvement and Training
- Collaborate with internal departments to identify and implement improvements to systems, processes, and workflows.
- Assist in training new and existing employees on product knowledge and customer service processes to ensure efficient, consistent customer support.
5. Additional Employment Responsibilities
- Communicate with administrative, plant, and supervisory staff as required.
- Work compulsory overtime when necessary, in accordance with applicable legislation.
- Perform other related duties assigned by the supervisor.
- Follow company rules of personal conduct, policies, regulations, and procedures.
- Participate in and/or provide training as required.
- Understand that responsibilities may be revised or additional related duties assigned to meet changing business needs.
6. Occupational Health and Safety Requirements
The employee must:
- Report all incidents, accidents, and hazards.
- Participate in or cooperate with the Joint Health and Safety Committee (JHSC) to improve workplace safety.
- Wear required personal protective equipment (PPE).
- Follow lockout procedures.
- Perform housekeeping duties as required.
- Comply with the Occupational Health and Safety Act (OHSA), particularly Section 27 concerning workers' duties.
- Comply with the Workplace Safety and Insurance Act (WSIA), WHMIS, and all company health and safety rules, policies, and procedures.
7. Quality Assurance Requirements
- Follow all Quality Assurance policies and procedures.
- Participate in and contribute to effective production efficiency.
8. Security, Housekeeping, and Confidentiality
- Report solicitation attempts to prevent unauthorized solicitation on company property.
- Help prevent unauthorized access to company facilities by checking that doors are locked and lights, equipment, and other items are turned off whenever possible.
- Maintain a clean, safe workplace, including tools, machinery, and floors, and follow housekeeping practices.
- Protect confidential company information and do not disclose information without company consent, including inventions, processes, methods, trade secrets, confidential procedures, or other information relating to the company's business and affairs
