Customer Support Specialist

Alfa Laval Mid Europe GmbH; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading engineering firm in Ontario is seeking a Customer Support Specialist to enhance customer satisfaction through effective order management and superior service. This role requires at least 5 years of experience in administrative and customer service work within industrial markets. Strong problem-solving skills and familiarity with ERP and CRM systems are essential. The ideal candidate will thrive in a team-driven environment with a focus on quality and effective communication.

Qualifications

• 5 years of experience in administrative and customer service work in industrial markets.
• Effective problem solver, comfortable working independently or within a team.
• Technical proficiency and ability to read drawings is a plus.

Responsibilities

• Delight customers through superior service.
• Manage order to cash process from order acceptance to invoicing.
• Provide customer support during order status and delivery dates.

Skills

Customer service expertise

Problem-solving

Detail-oriented

Communication skills

ERP and CRM systems

Education

High School Diploma

Tools

ERP Systems

CRM Systems

Job description

At Alfa Laval, we always go that extra mile to overcome the toughest challenges. Our driving force is to accelerate success for our customers, people and planet. You can only achieve that by having dedicated people with a curious mind. Curiosity is the spark behind great ideas. And great ideas drive progress.

As a member of our team, you thrive in a truly diverse and inclusive workplace based on care and empowerment. You are here to make a difference. Constantly building bridges to the future with sustainable solutions that have an impact on our planet’s most urgent problems. Making the world a better place. Every day.

The Customer Support Specialist is responsible for providing direct support to customers, including all aspects of order fulfillment from order entry to invoicing. This role also supports central and local project managers to execute complex projects, as well as directly managing orders of medium and low complexity.

Duties of this role will include :

1. Delight your customers through superior customer service
2. Manage the order to cash process, for complex and project orders from order acceptance to invoicing (Order fulfillment, ordering equipment, parts & technical expertise, monitoring costs, order shipping, and customer invoicing).
3. Provide customer support during the process: order status, delivery date, purchase, control, and preparation of supplier's shipping documents.
4. Coordinate export & import: documentation, logistics, customs clearance.
5. Handle suppliers database.
6. Manage backlog and orders in our ERP and CRM systems to ensure customer satisfaction.
7. Work with colleagues across the Alfa Laval Group, place orders on supply units and distribution centers, and other sub-suppliers to ensure timely product delivery.
8. Ensure all activities follow the processes and check points of our Quality Business System.
9. Manage customer claims process.

Education (degree or years) and/or Certification/Registration:

• High School Diploma (or higher) and at least 5 years of practical experience in an industrial B2B working environment.

Type and Length of Experience :

• 5 years’ experience of administrative and customer service work in various industrial markets.

Knowledge, Skills, Abilities, and Attributes Desired in Candidate :

• Experience reviewing and executing complex contract requirements and commercial terms/conditions.
• Effective problem solver, self-starter, detail-oriented, service-minded, comfortable working independently or within a team.
• Excellent verbal and written communication skills, ability to juggle multiple priorities, and well-organized.
• Proficient in computer use; experience with ERP and CRM systems is a definite asset.
• Familiarity with process equipment – experience with separation, heat transfer, or fluid handling equipment would be an asset.
• Technical proficiency and ability to read drawings would be an asset.
• Ability to work and communicate effectively in English; speaking French is an asset.