ABOUT ALPHA-VICO

Alpha-Vico is a 100% Canadian manufacturer of school and institutional furniture headquartered in Farnham, Quebec. With five manufacturing plants and distribution centres in Quebec, Ontario and Alberta, the company equips public and private educational institutions, as well as commercial customers, across Canada and the United States.

The North American Sales organization is a national, bilingual team covering Quebec, Ontario, Western Canada, the Maritimes and the United States.

ROLE MANDATE The Customer Service Agent, Ontario ensures execution quality and relationship continuity with established accounts across the province. Coverage is shared at the provincial level rather than by territory, in line with internal account assignment rules. As the first point of contact for Ontario school boards, private schools and commercial customers, the agent works closely with the Ontario Territory Managers, production and logistics so that every order is accurate, tracked and delivered as promised.

KEY RESPONSIBILITIES

Quotes and Orders

- Prepare quotes and follow up on opportunities with contract customers and the established customer base
- Enter customer orders
- Validate each order before entry: pricing, quantities, addresses and delivery dates
- Coordinate freight quotes at time of shipment

Service and Production

- Open service calls, centralize information and track production
- Proactively communicate delays, stock-outs and date changes to the customer and the sales representative

Quality and Customer Satisfaction

- Monitor customer satisfaction surveys for Ontario accounts, centralize feedback and recommend actions to the complaint management committee




- Maintain the log of problematic customer files

First Point of Contact

- Answer calls and emails to the general inbox and route them to the right person within the organization

MEASURES OF SUCCESS Performance in this role is measured by indicators including:

- Customer response time
- Order accuracy
- Quote conversion rate

WHAT WE ARE LOOKING FOR

Experience and Education

- College diploma in business administration or a related field, or equivalent experience
- At least 2 years of experience in customer service, inside sales or sales administration
- Experience in a manufacturing or distribution environment is an asset
- Familiarity with an ERP or CRM system is an asset
- Experience working with school boards or public-sector customers in Ontario is an asset

Skills and Attributes

- Highly rigorous and detail-oriented, particularly when validating orders
- Well organized and able to manage multiple files at once
- Proactive and courteous, including in sensitive situations
- Proficiency with Microsoft Office, especially Excel and Outlook
- Excellent written and verbal communication skills in English; French is an asset

WHY JOIN ALPHA-VICO

- A 100% Canadian manufacturer with a solid reputation in the education sector
- A hands-on role at the heart of the North American Sales organization's growth
- A collaborative, customer-focused national bilingual team
- Products made in Canada, with direct access to production, logistics and customer service teams

Does this sound like you? Send us your application. Only candidates selected for an interview will be contacted. Rémunération : 23,00$ à 24,00$ par heure

Lieu du poste : En présentiel

📌 Customer Service Agent, Ontario (Waterford)
🏢 Alpha Vico
📍 Waterford