Customer Care Representative

Wentworth Technologies; Mississauga; In loco; CAD 42.000 - 64.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive Compensation and Benefits

Profit Sharing Program

Pension Plan (DCP) after 1 Year ofサービス

Descrizione del lavoro

Amhil North America is hiring a Customer Care Representative to support customers through accurate order management, timely service communication, e-commerce facilitation, and coordinated issue resolution.

The role serves as the main service contact for assigned customers while routing commercial requests to Inside Sales or Account Management, ensuring clear communication and swift problem resolution.

Competenze

• 3+ years of customer service experience, preferably in manufacturing, distribution, foodservice packaging, or B2B environment.
• Strong order-entry skills with high attention to accuracy, detail, and follow-through.
• Experience with MS Excel required; Power BI and ERP/Macola experience are assets.
• Professional written and verbal communication skills with strong customer-service judgment.
• Ability to manage competing priorities in a fast-paced environment.
• Problem-solving mindset with a focus on delivering solutions and customer satisfaction.
• Team-oriented, collaborative, and adaptable to change.

Mansioni

• Accurately enter Amhil customer purchase orders into Macola and related systems.
• Verify product codes, pricing, quantities, ship-to details, requested dates, freight terms, and customer instructions before processing.
• Maintain accurate customer records, order notes, contact information, and account documentation.
• Support order acknowledgements, revised POs, order changes, and documentation required for invoicing.
• Serve as the primary service contact for assigned Amhil customers.
• Communicate order status, lead times, delivery changes, shorts, backorders, and approved service updates.
• Provide professional, timely, and solution-oriented communication while keeping commercial ownership clear.
• Encourage customers to use e-commerce or standard order channels where appropriate.
• Coordinate with Logistics, Shipping, Production, Quality, Accounting, Sales, and Inside Sales to resolve customer service issues.
• Support complaint intake, billing/order discrepancies, return requests, and RGA administration according to established procedures.
• Escalate unresolved issues, relationship risks, or process breakdowns to the Customer Experience Manager or appropriate commercial owner.
• Track recurring service issues and provide feedback to improve customer experience and process discipline.
• Route price reduction requests, new product quotations, printed cup quotes, and account growth opportunities to Inside Sales or Account Management.
• Support Amhil customers with standard product information, order-related item clarification, and approved price-list information.
• Partner with Inside Sales on B-customer handoffs and with Account Managers on A/AP customer service needs.
• Help ensure customers understand the correct contact path for orders, service issues, e-commerce, quotes, and account questions.

Conoscenze

Customer service

Order entry

Attention to detail

Communication skills

Team player

Problem solving

Strumenti

MS Excel

Power BI

Macola ERP

Descrizione del lavoro

Amhil North America is a privately held Thermoforming Plastics Packaging company focused on delivering Best Value to our customers and partners. We provide smart, safe and sustainable packaging solutions for the consumer, industrial and foodservice industries in North America and Europe.

Over the past twenty years, Amhil has expanded its product offering to include drinking cups, portion cups and food packaging and now includes products that are 100% recyclable, produced with recycled content and available as carbon neutral.

Amhil North America is a member of the Wentworth Technologies group of companies.

Overview

Reporting to the Customer Experience Manager, the Customer Care Representative supports Amhil customers through accurate order management, timely service communication, e-commerce facilitation, and coordinated issue resolution. The role serves as a primary service contact for assigned Amhil customers while routing commercial requests to Inside Sales or Account Management.

Roles & Responsibilities

Order Management & Data Accuracy

• Accurately enter Amhil customer purchase orders into Macola [software] and related systems.
• Verify product codes, pricing, quantities, ship-to details, requested dates, freight terms, and customer instructions before processing.
• Maintain accurate customer records, order notes, contact information, and account documentation.
• Support order acknowledgements, revised POs, order changes, and documentation required for invoicing.

Customer Communication & Service Execution

• Serve as the primary service contact for assigned Amhil customers.
• Communicate order status, lead times, delivery changes, shorts, backorders, and approved service updates.
• Provide professional, timely, and solution-oriented communication while keeping commercial ownership clear.
• Encourage customers to use e-commerce or standard order channels where appropriate.

Issue Resolution & Internal Coordination

• Coordinate with Logistics, Shipping, Production, Quality, Accounting, Sales, and Inside Sales to resolve customer service issues.
• Support complaint intake, billing/order discrepancies, return requests, and RGA administration according to established procedures.
• Escalate unresolved issues, relationship risks, or process breakdowns to the Customer Experience Manager or appropriate commercial owner.
• Track recurring service issues and provide feedback to improve customer experience and process discipline.

Commercial Routing & Sales Handoffs

• Route price reduction requests, new product quotations, printed cup quotes, and account growth opportunities to Inside Sales or Account Management.
• Support Amhil customers with standard product information, order-related item clarification, and approved price-list information.
• Partner with Inside Sales on B-customer handoffs and with Account Managers on A/AP customer service needs.
• Help ensure customers understand the correct contact path for orders, service issues, e-commerce, quotes, and account questions.

What we're looking for

• A Great Attitude!
• 3+ years of customer service experience, preferably in manufacturing, distribution, foodservice packaging, or B2B environment.
• Strong order-entry skills with high attention to accuracy, detail, and follow-through.
• Experience with MS Excel required; Power BI and ERP/Macola experience are assets.
• Professional written and verbal communication skills with strong customer-service judgment.
• Ability to manage competing priorities in a fast-paced environment.
• Problem-solving mindset with a focus on delivering solutions and customer satisfaction.
• Team-oriented, collaborative, and adaptable to change.

What we offer

• Competitive Compensation and Benefits Package.
• Participation in our Profit Sharing Program.
• Pension Plan (DCP) after 1 Year of Service

This job posting reflects existing vacancy. Details will be clarified during the recruitment process, if selected.

Amhil North America, does not directly use artificial intelligence to screen, assess or select applicants. However, Amhil North America does use Indeed.com to publicly advertise this posting and Indeed.com does use artificial intelligence as part of the screening process. More information about how Indeed.com uses artificial intelligence in their process can be found here: How Indeed Uses AI: Employer Tools and Responsible Use

This position is open to applicants legally authorized to work in Canada.

Amhil North America provides equal opportunities for all applicants and is committed to fostering an inclusive and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We thank all applicants for their interest however only those candidates selected for an interview will be contacted.

Thank you for your interest in Amhil

If you're not viewing this on our website, be sure to visit www.amhil.com/careers for all our available opportunities!