Strategic Customer Success & Orders Specialist

Molex; Toronto; On-site; CAD 65,000 - 75,000; Full time

Job summary

Molex is hiring a Customer Service Specialist in Toronto, Ontario. The role focuses on serving as the primary contact for assigned customers, coordinating needs across Sales, Operations, Supply Chain, Planning, Quality, Engineering, Production and Shipping to ensure timely order fulfillment and high customer satisfaction.

You will manage orders in ERP/CRM systems, communicate effectively with customers, and collaborate with internal teams to resolve issues and pursue revenue growth.

Qualifications

• 2+ years of experience in customer service, inside sales, order management, account support, or a related commercial role.

Responsibilities

• Develop and maintain strong relationships with assigned customers and key stakeholders while representing customer needs within the organization.
• Serve as a primary point of contact for customer inquiries, orders, quotations, contracts, and related activities, ensuring timely responses and resolution of issues.
• Support customer retention and revenue growth initiatives by proactively engaging customers, identifying needs and opportunities, and partnering with Sales to support account strategies.
• Enter, process, update, and maintain customer orders within ERP and order management systems, ensuring customer requirements, pricing, quantities, delivery dates, and documentation are accurate.
• Manage customer order fulfillment activities, including order acknowledgements, status updates, shipment notifications, delivery commitments, and other customer communications.
• Monitor customer orders and collaborate with Production, Planning, Purchasing, Quality, Shipping, and Supply Chain regarding production schedules, material availability, shortages, delays, and delivery commitments.
• Manage backorders, expedites, reschedules, shortages, production delays, and other order changes while proactively communicating impacts and solutions to customers.
• Coordinate returns, RMAs, credits, replacements, and other customer service activities in accordance with company policies and procedures.
• Act as a customer advocate by coordinating the timely resolution of technical, quality, delivery, and product-related issues with appropriate internal stakeholders.
• Support forecasting activities, monitor customer activity, maintain CRM opportunities and pipeline information, and provide data and insights to support sales objectives.
• Participate in customer meetings, conference calls, and site visits as needed.
• Generate reports, analyze customer and order performance, and identify opportunities to improve processes, responsiveness, and customer satisfaction.
• Provide backup support for other Customer Service and Commercial team members as required.

Skills

Customer service

Interpersonal communication

Cross-functional collaboration

Multi-tasking

MS Office

Education

Bachelor's degree in Business, Marketing, Sales, Supply Chain, or related field

Tools

ERP systems

CRM systems

Order management platforms

Microsoft Office

Job description

Molex is hiring a Customer Service Specialist in Toronto, Ontario. The role focuses on serving as the primary contact for assigned customers, coordinating needs across Sales, Operations, Supply Chain, Planning, Quality, Engineering, Production and Shipping to ensure timely order fulfillment and high customer satisfaction.

You will manage orders in ERP/CRM systems, communicate effectively with customers, and collaborate with internal teams to resolve issues and pursue revenue growth.