Customer Service Representative

Airboss-of-America; Kitchener; On-site; CAD 45,000 - 58,000; Full time

Job summary

AirBoss Rubber Compounding in Kitchener, Ontario is seeking a Customer Service Representative to be the first point of contact for our customers. You will service customers, manage orders, invoicing, data entry, and order management in a fast-paced manufacturing environment.

The role requires excellent communication, problem-solving, and attention to detail, with 5+ years in customer service, and proficiency with ERP (IFS) and MS Office. Salary range CAD 45,000–58,000; on-site position.

Qualifications

• 5+ years experience in a customer service role, ideally in manufacturing
• Excellent interpersonal and communication skills with ability to handle high pressure
• Attention to detail in managing orders, invoicing and data entry
• Accounting essentials: daily invoicing and issuing customer credits
• Proficient computer skills: Excel, Access and PowerPoint; ERP knowledge (IFS)
• Ability to multitask and work well with internal teams to resolve issues

Responsibilities

• Oversee order management process from order receipt to invoicing
• Monitor order status, provide updates on delivery dates, liaise between customers, production, sales, and accounting
• Maintain records of customer interactions, orders, and resolutions
• Provide KPIs related to order management and identify late order reasons
• Support demand planning by maintaining relationships with customers, sales, and manufacturing teams

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Teamwork

Excel

Data entry

Tools

IFS ERP

Microsoft Excel

Access

PowerPoint

Job description

AirBoss Rubber Compounding, 101 Glasgow St., Kitchener, Ontario, Canada

Job Description

As the Customer Service Representative, you will be supporting our customers as our first point of contact.

The Customer Service Representative is responsible for servicing our customers, maintaining, and growing relationships, processing orders, invoicing/credits, data entry, and order management. The individual will be self-motivated, and able to work under pressure in a fast-paced environment. This position reports to the CSM.

We are looking for an enthusiastic, highly motivated customer service representative to provide excellent customer satisfaction. Candidates should have a background in customer service, ideally in a manufacturing setting, along with exceptional communication, listening, and problem-solving skills.

Responsibilities:

• Contract Review Order Management Process; Oversee and optimize the end-to-end order management process within the ERP system with efficiency and accuracy, from order receipt to invoicing.
• Monitor order status; Proactively identify and resolve issues or delays, and provide regular updates to customers and internal customers regarding order progress and expected delivery dates. Act as a liaison between customers, production, sales, technical, and accounting to resolve customer concerns, deliveries, and invoicing issues.

Maintain comprehensive and organized records of customer interactions, orders, and resolutions.

• Key Performance Indicators (KPIs); Provide details and reports on KPIs related to order management, such as order confirmation cycle time and late order reason identification.
• Demand Planning; Maintain a constant relationship with customers, sales, and manufacturing teams to understand the demand forecasting drivers.

Qualifications:

• Proficiency and problem-solving; a positive attitude with all customers consistently and equally. Solving problems in a timely manner is essential, identifying and then implement solutions effectively. Seeks guidance when needed.
• Excellent interpersonal, listening skills, strong communication skills; Clear positive communication skills, good natured, ability to handle high levels of pressure and critical decision-making. Ability to multitask, prioritize, and manage time effectively within a fast-paced environment. Ability to work positively with other team members.
• Attention to detail; manage customer accounts and resolving issues accurately. Accurate administrative skills and attention to detail.
• Customer Service Experience; 5+ years experience in a customer service role; ideally in manufacturing environment.
• Accounting essentials; process daily invoicing and issue customer credits.
• Proficient computer skills; Microsoft Excel, Access and PowerPoint. Knowledge of ERP (IFS).

Salary range - $45,000 - $58,000

AirBoss Rubber Compounding, 101 Glasgow St., Kitchener, Ontario, Canada