Sr Customer Service Representative

A&D Engineering, Inc; Mississauga; On-site; CAD 42,000 - 54,000; Full time

Job summary

A&D Engineering, Inc seeks a Customer Service Representative to be the first contact for B2B customers, handling end-to-end order management in a remote setting. You will process orders, issue RMAs, provide price quotes, and handle inquiries across dealers, distributors, healthcare entities, and more.

The role requires at least a high school diploma with 2+ years in a contact center, bilingual English/French preferred, and strong communication and organizational skills.

Qualifications

• Requires a high school diploma; Associate’s or Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum 2 years’ experience in a contact center environment.
• Bilingual – Canadian/French / English preferred.
• Strong verbal/written communication and strong interpersonal skills.
• Excellent organizational skills with high attention to detail.
• Self-directed, perpetual learner, and ability to work independently.
• Demonstrated ability to effectively manage multiple priorities across diverse customers, complex processes, and varying system requirements.
• Ability to demonstrate good decision-making and obtain guidance for situations as needed.
• Experience working on multiple platforms and successfully navigating numerous sources of information.
• Proficient Microsoft 365 (Excel, Word, PowerPoint and Microsoft Teams) and ERP systems.

Responsibilities

• Collaborate closely with B2B customers to deliver exceptional customer service, ensuring alignment with company standards and customer expectations.
• Respond promptly to customer inquiries via phone, email, and EDI; accurately process orders and provide timely updates on order and backlog status.
• Coordinate and manage large orders to ensure timely and accurate shipments, verifying compliance with documentation and company standards.
• Expedite rush orders, apply applicable charges, and proactively communicate any delays or issues to customers.
• Monitor sales and marketing promotions to ensure accurate and timely order processing in accordance with campaign guidelines.
• Handle product return requests by issuing RMA numbers, processing credits, and maintaining records in line with company policies.
• Act as a liaison to resolve customer issues, collaborating effectively with internal teams and management to ensure satisfactory outcomes.
• Provide support for EDI transactions and online order processing systems.
• Participate in ongoing training sessions to remain current with tools, systems, and company procedures.
• Perform additional duties and contribute to special projects as assigned by management.

Skills

Bilingual English/French

Customer service

Communication skills

Organization

Remote work aptitude

Multitasking

Education

High school diploma

Associate or Bachelor’s preferred

Tools

Microsoft 365

Excel

Word

PowerPoint

Microsoft Teams

ERP systems

Job description

About Us

We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. Wecommit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more.

About the role

Serve as the first point of contact for B2B customers regarding all aspects of order management. The Customer Service Representative (CSR) is responsible for managing B2B accounts across multiple business segments, including dealers, distributors, resellers, wholesalers, healthcare entities, clinicians, pharmacies, retail organizations, government agencies, and others. This role supports end-to-end order-to-invoice processing, including—and not limited to—order entry in the ERP system, issuing RMAs, providing price quotes, handling price and inventory inquiries, processing equipment service orders, and issuing credits. The successful candidate will bring experience working in a remote setting

What you'll do

• Collaborate closely with business-to-business (B2B) customers to deliver exceptional customer service, ensuring alignment with company standards and customer expectations.
• Respond promptly to customer inquiries via phone, email, and EDI; accurately process orders and provide timely updates on order and backlog status.
• Coordinate and manage large orders to ensure timely and accurate shipments, verifying compliance with documentation and company standards.
• Expedite rush orders, apply applicable charges, and proactively communicate any delays or issues to customers.
• Monitor sales and marketing promotions to ensure accurate and timely order processing in accordance with campaign guidelines.
• Handle product return requests by issuing RMA numbers, processing credits, and maintaining records in line with company policies.
• Act as a liaison to resolve customer issues, collaborating effectively with internal teams and management to ensure satisfactory outcomes.
• Provide support for EDI transactions and online order processing systems.
• Participate in ongoing training sessions to remain current with tools, systems, and company procedures.
• Perform additional duties and contribute to special projects as assigned by management.

What you bring

• Requires a high school diploma; Associate’s or Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum 2 years’ experience in a contact center environment
• Bilingual – Canadian/French / English preferred
• Strong verbal/written communication and strong interpersonal skills
• Excellent organizational skills with high attention to detail
• Self-directed, perpetual learner, and ability to work independently
• Demonstrated ability to effectively manage multiple priorities across diverse customers, complex processes, and varying system requirements
• Ability to demonstrate good decision-making and obtain guidance for situations as needed
• Experience working on multiple platforms and successfully navigating numerous sources of information
• Proficient Microsoft 365 (Excel, Word, PowerPoint and Microsoft Teams) and ERP systems.

• Maintain comprehensive knowledge of end-to-end order policies, operating procedures, and product offerings across all business segments
• Skilled at analyzing customer needs with a strong commitment to delivering tailored solutions and exceptional service

Additional Information

• Flexible work schedule between the hours of 8.00 a.m. to 8.00 p.m. EST
• Minimum 2 years of experience successfully working in a remote environment

Physical demands

The physical demands described here are representative of those that must be met. Individual(s) must be able to successfully and satisfactorily perform each essential duty and responsibility, with or without reasonable accommodation, including, but not limited to:

• Repetitive movement of hands, fingers, arms, legs, feel, touch, reach with hands
• Frequent communications, verbal, written, talk, hear
• Vision ability at close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus