Customer Service Representative

AirBoss Defense Group; Kitchener; Presencial; CAD 45 000 - 58 000; Tempo integral

Resumo da oferta

Colonial Group in Canada is seeking a Customer Service Representative to be the first point of contact for customers, supporting order processing, invoicing, and data entry in a fast-paced manufacturing setting.

You will collaborate with sales, production, and accounting to resolve issues, monitor orders, and maintain detailed records; 5+ years in customer service preferred.

Qualificações

• Problem solving and a positive attitude with customers.
• Excellent interpersonal, listening, and communication skills under pressure.
• Attention to detail to manage customer accounts and issues accurately.
• 5+ years in a customer service role; preferably in manufacturing.
• Proficient computer skills; Excel, Access and PowerPoint; ERP knowledge (IFS).

Responsabilidades

• Oversee and optimize end-to-end order management in ERP from receipt to invoicing.
• Monitor order status, resolve delays, and update customers and internal teams.
• Maintain comprehensive records of interactions, orders, and resolutions; report KPIs.

Conhecimentos

Problem solving

Interpersonal skills

Attention to detail

Customer service experience

Communication skills

Time management

Ferramentas

Microsoft Excel

Access

PowerPoint

IFS ERP

Descrição da oferta de emprego

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