Customer Service Representative

Quadro Engineering Corp.; Southwestern Ontario; On-site; CAD 57,000 - 86,000; Full time

Job summary

IDEX Corp in Waterloo, Ontario is seeking a Customer Service Representative to support aftermarket customers, process orders, coordinate warranty claims, and manage returns. You will work with ERP/CRM systems across functions to ensure accurate records and superior service.

The role requires 2–4 years of customer service experience, proficiency in Outlook and Excel, and ERP/CRM knowledge. Technical sales/manufacturing experience is a plus.

Qualifications

• 2-4 years of customer service experience.
• Proficiency in Microsoft Outlook and Excel is required.
• Strong working knowledge of ERP and CRM systems.
• Experience in technical sales, industrial equipment sales, or manufacturing environment is preferred.
• Familiarity with purchase order management and procurement processes is preferred.

Responsibilities

• Provide professional and responsive customer support to channel partners, distributors, and end users.
• Process customer orders accurately and efficiently, ensuring timely fulfillment and issue resolution.
• Communicate order status, order availability, and other key information to customers.
• Coordinate warranty claims, material returns, and related customer service activities.
• Maintain accurate customer and transaction records within ERP and CRM systems.
• Collaborate with cross-functional teams to deliver exceptional customer experience and support business objectives.

Skills

Customer service

Communication

Team collaboration

Education

Related post-secondary education

Technical post-secondary degree preferred

Tools

ERP systems

CRM systems

Excel

Outlook

Job description

POSITION: Customer Service Representative

DEPARTMENT: Value Stream

LOCATION: Waterloo, ON

Position Summary

Customer Service Representatives (CSRs) are integral to maintaining strong customer relationships and delivering best-in-class customer experience. Supporting our aftermarket business, this role is responsible for providing exceptional service to channel partners, distributors, and end users through efficient order processing, proactive communication, warranty claim coordination, and material return management. Working collaboratively with teams across the organization, CSRs help ensure customer needs are met with accuracy, urgency, and professionalism.

Essential Functions

• Provide professional and responsive customer support to channel partners, distributors, and end users.
• Process customer orders accurately and efficiently, ensuring timely fulfillment and issue resolution.
• Communicate order status, order availability, and other key information to customers.
• Coordinate warranty claims, material returns, and related customer service activities.
• Maintain accurate customer and transaction records within ERP and CRM systems.
• Collaborate with cross-functional teams to deliver exceptional customer experience and support business objectives.

Knowledge, Skills, And Abilities

EDUCATION

• Related post-secondary education or equivalent experience is required.
• A technical post-secondary or equivalent degree is preferred.

Experience

• 2-4 years of customer service experience, with demonstrated success in delivering exceptional customer support and maintaining positive customer relationships.
• Proficiency in Microsoft Office applications, particularly Outlook and Excel, is required.
• Strong working knowledge of ERP and CRM systems, with experience supporting customer service, sales, or operational processes, is required.
• Previous experience of supporting customers in a technical sales, industrial equipment sales, or manufacturing environment is preferred.
• Familiarity with purchase order management and procurement processes is preferred.

COMPETENCIES

• Customer-centric mindset with a strong commitment to delivering an exceptional customer experience.
• Collaborative team player with the ability to build effective working relationships across functions.
• Demonstrated ability to perform effectively in a fast-paced, deadline-oriented environment while balancing multiple priorities.
• Exceptional attention to detail, organization, and follow-through.
• Adaptable and flexible, with the ability to pivot priorities in response to changing business and customer requirements.
• Strong verbal and written communication skills, with experience providing high-touch, white-glove customer service.

Physical Environment and Environmental Factors

• Regularly works in an office setting.
• Frequently required to stand, sit, talk, and hear
• Must be able to work in front of a computer for a large portion of the day. May occasionally lift up to 20lbs

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $40,100.00 - $60,100.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [e-mail] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

This posting is for an existing vacancy.

Artificial intelligence is not used to screen, assess or select applicants.

Job Family: Sales

Business Unit: Quadro