Description
Location: Mississauga, ON – Hybrid (2 days in office only after 6 months of training)
Schedule: The work schedule is Monday to Friday, for a total of 40 hours per week.
(Occasional overtime may be required during periods of high customer demand)
Salary: up to $60,000
About the Company
Our client is currently undergoing a phase of significant growth and is seeking skilled professionals to join their team. As a recognized global leader in quality and service excellence, the company is fully committed to building a workforce that is knowledgeable, passionate, and innovative. Their mission is to empower employees to drive continuous innovation and uphold their position at the forefront of the industry.
Benefits:
- Paid Sick Days
- Employer-Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/Extended
- Health/Dental/Health
- Care Spending Account
- Group Pension Plan with Employer Match
- Employee and Family Assistance Program
- Excellent management
- Open door policy
- Mature and team-oriented family atmosphere
- Low turnover
- Event celebrations
- Open concept office
- Bright windows
Responsibilities
Key Responsibilities
Customer Support & Relationship Management
- Serve as the primary point of contact for customers via phone, email, and other communication channels.
- Build and maintain positive relationships by providing professional, courteous, and responsive customer service.
- Deliver timely resolutions to customer inquiries while maintaining a customer-first mindset.
- Ensure all customer interactions are handled with professionalism, empathy, and accuracy.
Order Management
- Process customer orders accurately and efficiently using ERP and CRM systems.
- Review customer purchase orders for completeness and accuracy.
- Coordinate order fulfillment with Production, Planning, Warehouse, and Logistics teams.
- Monitor order status and proactively communicate delivery updates or delays.
- Ensure pricing, customer information, and product details are maintained accurately.
Customer Solutions & Issue Resolution
- Investigate customer inquiries, complaints, and service issues.
- Troubleshoot order, pricing, product availability, billing, and delivery concerns.
- Coordinate returns, credits, warranty claims, and corrective actions.
- Process refunds or invoice corrections when required.
- Escalate complex issues to the appropriate departments while maintaining ownership of customer
- communication through resolution.
Quotations & Sales Support
- Prepare accurate customer quotations based on pricing guidelines.
- Follow up on quotations and assist customers in selecting the appropriate products.
- Support the outside sales team with customer requests and account management.
- Identify opportunities to provide value-added solutions and promote additional products where appropriate.
Product Knowledge
- Develop and maintain strong knowledge of industrial conveyor belting, power transmission products,
- hoses, and related solutions.
- Educate customers on product features, specifications, pricing, availability, and lead times.
- Recommend products based on customer applications and operational requirements.
Multichannel Customer Support
- Manage customer interactions efficiently through telephone, email, CRM platforms, and other
- communication tools.
- Maintain service level expectations for response times across all communication channels.
- Prioritize multiple customer requests while ensuring accuracy and responsiveness.
Continuous Improvement
- Identify opportunities to improve customer service processes and operational efficiencies.
- Participate in process improvement initiatives and cross-functional projects.
Support company quality standards and customer service objectives.
Skills Required
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Excellent verbal and written communication skills.
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Strong organizational, time management, and multitasking abilities.
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Proven problem-solving and conflict-resolution skills.
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Proficiency with Microsoft Office Suite, including Outlook, Excel, Teams, and Word.
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Ability to quickly learn technical products and business processes.
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Communication Skills
-
Problem Solving
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Attention to Detail
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Time Management
Qualifications
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Fluently bilingual in English and French (spoken and written).
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Ability to work independently and collaboratively within a team.
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High attention to detail and commitment to accuracy.
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Customer Focus
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Relationship Building
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Accountability
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Adaptability
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Teamwork
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Continuous Improvement
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Professionalism
Experience Requirements
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Minimum 3–5 years of customer service experience in manufacturing, industrial distribution, or a technical environment.
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Experience in the conveyor belting, power transmission, industrial products, or manufacturing industry is considered a strong asset.
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Experience with ERP systems (Microsoft Dynamics NAV/Business Central, Oracle, or similar).
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Experience using CRM systems such as Salesforce is preferred.
Education Requirements
College diploma preferred.