Customer Service Representative

Malach Metal & Machining; Brossard; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Health, dental and vision coverage

RRSP matching

Training and leadership development

Respectful team culture

Job summary

Malach Metal & Machining is seeking a Customer Service Representative to be the essential link between customers and internal teams. You will handle inquiries, order details, shipping updates, and general support while collaborating with Sales, Production, Shipping, and Engineering to ensure a positive customer experience.

We value strong communication, accuracy, and a proactive approach to resolving issues.

Qualifications

• Minimum customer service experience in manufacturing, metal fabrication, or B2B environments.
• Strong verbal and written communication, with ability to manage multiple requests.
• High attention to detail; accurate data entry and documentation are essential.
• Experience with ERP/order management systems is an asset.
• Familiarity with manufacturing terminology and processes is beneficial.

Responsibilities

• Serve as a primary contact for customers by phone and email, providing prompt, professional support.
• Enter and maintain customer orders and related information in company systems.
• Monitor order status and coordinate with Production, Shipping, Engineering, Estimating, and Sales.
• Communicate changes, delays, or concerns clearly to customers and internal teams.
• Document customer concerns and ensure follow-up actions are completed.
• Support Sales with administration, reports, and documentation as needed.

Skills

Customer service

Communication

Attention to detail

Multitasking

ERP experience

Tools

Microsoft Office

JobBOSS ERP

Job description

About Us

Malach Metal and Machining is a Manitoba based manufacturer known for precision, craftsmanship, and reliable service. We take pride in the work we produce and the people who make it possible. Our team driven culture values safety, continuous improvement, and strong working relationships. We believe in creating an environment where people feel respected, supported, and equipped to grow their skills.

Our team works in a fast-paced, hands-on manufacturing environment where communication, accountability, teamwork, and doing the job right matter. We are continuing to grow our customer base and are looking for an energetic sales professional who is excited by the challenge of finding new business, starting conversations, and turning opportunities into long-term partnerships.

Your Impact

The Customer Service Representative plays an important role in creating a positive and reliable experience for Malach customers. This role acts as a key point of contact for customer inquiries, order information, delivery updates, and general support while working closely with Sales, Production, Shipping, Engineering, and other internal teams.

The Customer Service Representative helps ensure customers receive accurate and timely information, commitments are followed through, and concerns are communicated to the appropriate teams for resolution. This role directly supports customer satisfaction, strong relationships, and Malach’s commitment to dependable service.

Why This Opportunity Matters

Be part of the team that builds and maintains strong customer relationships. Gain exposure to multiple areas of a manufacturing business. Work closely with Sales, Production, Engineering, and Shipping to help customers receive the information and support they need. Develop your knowledge of manufacturing, customer requirements, and Malach’s products and services while contributing directly to the customer experience.

Primary Areas Of Influence

Customer Service & Communication

• Serve as a primary point of contact for customers by phone and email, providing professional, timely, and helpful support.
• Respond to customer inquiries regarding orders, production status, expected completion dates, shipping, delivery, and general account information.
• Maintain regular communication with customers and ensure questions and requests are followed through to resolution.
• Build positive customer relationships through responsive, accurate, and dependable service.
• Communicate changes, delays, or potential concerns to customers in a clear and timely manner.

Order Entry & Customer Requirements

• Enter and maintain customer orders and related information accurately within company systems.
• Review customer purchase orders for completeness and accuracy within the responsibilities of the role.
• Identify missing information, discrepancies, or changes and obtain clarification before processing where required.
• Maintain accurate customer information, order details, notes, and communication records.
• Ensure customer requirements and commitments are clearly communicated to the appropriate internal teams.

Order Status & Internal Coordination

• Monitor open customer orders and follow up internally to obtain current production and delivery information.
• Work closely with Production, Shipping, Engineering, Estimating, and Sales to support customer requirements.
• Coordinate internally when customers request changes, updated delivery information, documentation, or other assistance.
• Follow up on outstanding actions to help ensure customer commitments are completed.
• Escalate potential delivery, production, quality, or customer concerns to the appropriate team member or leader.

Customer Concerns & Issue Resolution

• Receive customer concerns and complaints professionally and ensure they are appropriately documented.
• Gather relevant information to help internal teams understand and investigate customer concerns.
• Escalate quality, delivery, pricing, or technical concerns to the appropriate department for review and resolution.
• Follow up internally and with the customer, as appropriate, to ensure concerns are addressed and communication is maintained.
• Support documentation and follow-up related to customer feedback and corrective actions when required.

Sales & Administrative Support

• Provide administrative and customer support to the Sales team as required.
• Assist with customer documentation, order information, reports, and other sales support activities.
• Develop and maintain a strong working knowledge of Malach's manufacturing capabilities, products, services, and processes.
• Maintain organized and accurate customer records and documentation.
• Protect confidential customer, pricing, drawing, specification, and company information in accordance with Malach requirements.

Knowledge, Skills, And Abilities

The successful candidate will bring

• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy when entering and communicating information.
• Ability to organize and prioritize multiple customer requests and follow-ups.
• Comfortable working with Microsoft Office and business systems; ERP experience such as JobBOSS is an asset.
• Ability to learn manufacturing terminology, processes, and product information.
• Strong problem-solving skills and the ability to determine when an issue requires escalation.
• Ability to work collaboratively with Sales, Production, Engineering, Shipping, and other departments.
• Professional judgment and discretion when handling customer and confidential company information.

Qualifications

• Previous customer service, customer support, order management, or administrative experience preferred.
• Experience in manufacturing, metal fabrication, industrial, or business-to-business customer service is an asset.
• Experience working with ERP or order management systems is an asset.
• A combination of education and relevant experience will be considered.

What Success Looks Like

Success in this role means our customers feel informed, supported, and confident working with Malach.

• Customer inquiries are acknowledged and responded to promptly, professionally, and accurately.
• Orders and customer information are entered correctly, with missing or conflicting information identified before it creates downstream issues.
• Customers receive timely and accurate updates regarding order status, production, shipping, and delivery.
• Commitments and follow-up items are tracked through to completion rather than being left unresolved.
• Internal teams receive clear and accurate information about customer requirements, changes, and priorities.
• Customer concerns are handled professionally, documented appropriately, and escalated to the right team when additional support is required.
• Potential delays or issues are communicated proactively rather than waiting for the customer to ask for an update.
• customer records, communications, and documentation are organized, accurate, and current.
• Confidential customer and company information is handled appropriately.
• Strong working relationships are developed with customers and with Sales, Production, Engineering, Estimating, Shipping, and Quality teams.
• The CSR continues to build knowledge of Malach’s products, manufacturing capabilities, processes, and customer requirements.
• Customers experience Malach as responsive, dependable, and easy to work with.

What You Can Expect From Us

• Competitive compensation aligned with experience and market standards.
• Group benefits including health, dental, and vision coverage.
• Matching RRSP plan.
• Opportunities for skills training, development, and leadership growth.
• A respectful, team focused culture where your ideas and leadership make a real impact.
• A safe environment with modern equipment, clear procedures, and strong safety culture.
• A stable, long standing Manitoba employer committed to long term investment.

All applications are reviewed with care. Only those whose qualifications closely match the role will be contacted for the next stage.