Customer Service Representative, Bilingual English/Spanish

IHT Group; Winnipeg; On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Group benefits

Profit sharing

Deferred Profit Sharing Plan

Employee Share Purchase Plan

Professional development

Job summary

IHT Group, a manufacturer of energy-efficient heating, cooling and lighting equipment for the agricultural industry, seeks a Customer Service Representative to support the order process from quotation to delivery. The role reports to the Customer Service Supervisor and requires strong organizational and communication skills to manage multiple administrative priorities with professional customer service.

Responsibilities include processing sales orders, maintaining accurate customer data,

Qualifications

• Post-secondary education in Business Administration, Office Administration, Customer Service, or related field preferred.
• Minimum 2-3 years of experience in customer service, order processing, sales administration, office administration, or related role.
• Experience in manufacturing, distribution, or B2B environment is an asset.
• Strong administrative and data entry skills with high accuracy and attention to detail.
• Proficiency with Microsoft Office and the ability to learn ERP/order management systems.

Responsibilities

• Receive, review, and process customer purchase orders, ensuring information is complete and accurate prior to order entry.
• Enter and maintain sales orders in the system, including customer details, products, quantities, pricing, and shipping requirements.
• Prepare customer quotations using established pricing and product information.
• Review orders against quotations and supporting documents and resolve discrepancies.
• Process approved order changes, cancellations, and other requests per procedures.
• Monitor open quotations and orders and follow up on missing information.

Skills

Customer service

Data entry

Organization

Communication

Education

Post-secondary education in related field

Tools

ERP systems

Microsoft Office

Job description

Day Shift: 7:30am - 4:00m Monday to Friday

NOC Code: 64409

Company Introduction:

IHT Group manufactures energy-efficient heating, cooling and lighting equipment for the agricultural industry. Our priority is to offer durable equipment that saves our customers time on maintenance and money on their electric bills. With over 27 years of experience in manufacturing equipment for the agricultural industry, IHT is committed to researching new and innovative technologies, improving conditions for animal welfare, providing reliable customer support, and driving the industry into a new sustainable future.

Job Summary:

The Customer Service Representative is a key player in providing responsive and reliable administrative support throughout the customer order process. Reporting directly to the Customer Service Supervisor, they are responsible for processing sales orders, preparing customer quotations, responding to customer inquiries, maintaining accurate customer and order information, and coordinating with internal departments to support customer requirements. This role requires strong organizational and communication skills, attention to detail, and the ability to manage multiple administrative priorities while providing professional customer service.

Accountabilities (Outcomes & Measures):

• Sales Order & Quotation Administration - Process customer quotations and sales orders accurately and within established timelines, ensuring customer requirements, pricing, and order details are appropriately documented.
• Customer Service & Communication - Provide timely, professional, and accurate communication to customers regarding quotations, orders, product information, delivery expectations, and other service-related inquiries.
• Administrative & Record Management - Maintain complete and accurate customer, quotation, order, and related records within company systems and ensure required documentation is appropriately processed and maintained.
• Cross-Functional Coordination - Coordinate effectively with internal departments to obtain information, communicate customer requirements, and support the timely processing and fulfillment of customer orders.
• Product Knowledge – Keep current on technical specifications related to company products, including the manufacturing process and in-use applications.

Responsibilities (Tasks & Duties):

• Receive, review, and process customer purchase orders, ensuring required information is complete and accurate prior to order entry.
• Enter and maintain sales orders within the applicable company system, including customer information, products, quantities, pricing, shipping requirements, and other order details.
• Prepare customer quotations using established pricing, product information, and approval requirements.
• Review customer purchase orders against quotations and supporting documentation and identify discrepancies for resolution.
• Process approved order changes, cancellations, and other customer requests in accordance with established procedures.
• Monitor open quotations and sales orders and follow up on outstanding information or requirements as needed.
• Assist with coordinating expedited orders, special delivery requirements, and other customer requests.
• Identify order discrepancies, missing information, or other issues and work with the appropriate individual or department to resolve them.
• Escalate complex, unusual, or higher-risk order and quotation matters to the Customer Service Supervisor as required.
• Other duties as assigned.

Customer Service & Communication

• Respond to customer inquiries by telephone and email regarding quotations, orders, product information, availability, delivery expectations, documentation, and other service-related matters.
• Provide customers with accurate and timely information or coordinate with the appropriate internal department to obtain the information required.
• Communicate order confirmations, changes, delays, shipping information, and other relevant updates to customers.
• Assist customers with routine order-related questions, concerns, and requests in a professional and solutions-focused manner.
• Document relevant customer communications and follow-up requirements as appropriate.
• Support the resolution of customer concerns by gathering information, coordinating internally, and completing assigned follow-up actions.
• Escalate customer complaints, significant concerns, or issues requiring additional authority or investigation to the Customer Service Supervisor.
• Maintain professional and positive relationships with customers through consistent, responsive communication.
• Other duties as assigned.

Administrative & Record Management

• Create and maintain accurate customer records within applicable company systems.
• Maintain quotations, sales orders, purchase orders, correspondence, and other customer-related documentation in accordance with established practices.
• Review information and documentation for accuracy and completeness before processing.
• Prepare and distribute customer and order-related documents as required.
• Perform data entry and administrative updates related to customer accounts, quotations, and sales orders.
• Maintain organized electronic and physical records to support efficient retrieval of customer and order information.
• Assist with reports, spreadsheets, documentation, and other administrative activities related to the Sales department.
• Follow established customer service, quotation, order processing, and documentation procedures.
• Other duties as assigned.

Cross-Functional Coordination

• Work closely with Sales, Production, Supply Chain, Finance, and other departments to support customer orders and requests.
• Communicate customer requirements, order changes, special instructions, and other relevant information to appropriate internal stakeholders.
• Obtain information regarding product availability, production status, shipping timelines, and other order-related matters to support customer communication.
• Follow up with internal departments on outstanding information or actions affecting customer orders.
• Communicate potential delays, discrepancies, or other issues to the Customer Service Supervisor and appropriate internal stakeholders.
• Support effective information flow between customers and internal departments throughout the order process.
• Other duties as assigned.

What We Offer:

• Compensation: A competitive wage that reflects your skills and experience.
• Group Benefits: A comprehensive benefits package that includes extended health, dental, and vision care, along with life, AD&D, and disability insurance.
• Performance-Driven Profit Sharing: Earn a bonus every six months when the company meets its financial targets, with your individual performance in attendance, attitude, and work ethic driving your share of the rewards.
• Deferred Profit Sharing Plan: A company-funded DPSP with contributions that are based on overall company performance.
• Employee Share Purchase Plan: Invest in IHT Group’s success through our ESPP, where the company matches a percentage of all employee share purchases.
• Professional Development: Ongoing opportunities for training, growth, and career advancement.

What We're Looking For:

• Post-secondary education in Business Administration, Office Administration, Customer Service, or a related field is preferred.
• Minimum 2-3 years of experience in customer service, order processing, sales administration, office administration, or a related role.
• Experience working in a manufacturing, distribution, or business-to-business environment is considered an asset.
• Strong administrative and data entry skills with a high degree of accuracy and attention to detail.
• Strong computer skills, including proficiency with Microsoft Office applications and the ability to learn ERP, order management, and other business systems.
• Strong written and verbal communication skills with the ability to communicate professionally with customers and internal stakeholders.
• Strong organizational and time management skills with the ability to manage multiple priorities and follow-up requirements.
• Demonstrated problem-solving skills and the ability to identify when an issue requires escalation.
• Ability to develop a working knowledge of company products, pricing practices, customer requirements, and order processing procedures.
• Fluency in Spanish, both written and verbal, is required.
• Fluency in Portuguese, both written and verbal, is considered a strong asset.
• Valid driver’s license and vehicle.