Description

Location: Mississauga, ON – Hybrid (2 days in office only after 6 months of training)
Schedule: The work schedule is Monday to Friday, for a total of 40 hours per week.
(Occasional overtime may be required during periods of high customer demand)
Salary: up to $60,000

About the Company

Our client is currently undergoing a phase of significant growth and is seeking skilled professionals to join their team. As a recognized global leader in quality and service excellence, the company is fully committed to building a workforce that is knowledgeable, passionate, and innovative. Their mission is to empower employees to drive continuous innovation and uphold their position at the forefront of the industry.

Benefits:

- Paid Sick Days
- Employer-Paid Comprehensive Group Benefit Plan – Life/AD&D;/LTD/Extended
- Health/Dental/Health
- Care Spending Account
- Group Pension Plan with Employer Match
- Employee and Family Assistance Program
- Excellent management
- Open door policy
- Mature and team-oriented family atmosphere
- Low turnover
- Event celebrations
- Open concept office
- Bright windows

Responsibilities

Key Responsibilities

Customer Support & Relationship Management

- Serve as the primary point of contact for customers via phone, email, and other communication channels.
- Build and maintain positive relationships by providing professional, courteous, and responsive customer service.
- Deliver timely resolutions to customer inquiries while maintaining a customer-first mindset.
- Ensure all customer interactions are handled with professionalism, empathy, and accuracy.

Order Management

- Process customer orders accurately and efficiently using ERP and CRM systems.
- Review customer purchase orders for completeness and accuracy.
- Coordinate order fulfillment with Production, Planning, Warehouse,



and Logistics teams.
- Monitor order status and proactively communicate delivery updates or delays.
- Ensure pricing, customer information, and product details are maintained accurately.

Customer Solutions & Issue Resolution

- Investigate customer inquiries, complaints, and service issues.
- Troubleshoot order, pricing, product availability, billing, and delivery concerns.
- Coordinate returns, credits, warranty claims, and corrective actions.
- Process refunds or invoice corrections when required.
- Escalate complex issues to the appropriate departments while maintaining ownership of customer
- communication through resolution.

Quotations & Sales Support

- Prepare accurate customer quotations based on pricing guidelines.
- Follow up on quotations and assist customers in selecting the appropriate products.
- Support the outside sales team with customer requests and account management.
- Identify opportunities to provide value-added solutions and promote additional products where appropriate.

Product Knowledge

- Develop and maintain robust knowledge of industrial conveyor belting, power transmission products,
- hoses, and related solutions.
- Educate customers on product features, specifications, pricing, availability, and lead times.
- Recommend products based on customer applications and operational requirements.

Multichannel Customer Support

- Manage customer interactions efficiently through telephone, email, CRM platforms, and other




- communication tools.
- Maintain service level expectations for response times across all communication channels.
- Prioritize multiple customer requests while ensuring accuracy and responsiveness.

Continuous Improvement

- Identify opportunities to improve customer service processes and operational efficiencies.
- Participate in process improvement initiatives and cross-functional projects.

Support company quality standards and customer service objectives.

Skills Required

- Excellent verbal and written communication skills.

- Strong organizational, time management, and multitasking abilities.

- Proven problem-solving and conflict-resolution skills.

- Proficiency with Microsoft Office Suite, including Outlook, Excel, Teams, and Word.

- Ability to quickly learn technical products and business processes.

- Communication Skills

- Problem Solving

- Attention to Detail

- Time Management

Qualifications

- Fluently bilingual in English and French (spoken and written).

- Ability to work independently and collaboratively within a team.

- High attention to detail and commitment to accuracy.

- Customer Focus

- Relationship Building

- Accountability

- Adaptability

- Teamwork

- Continuous Improvement

- Professionalism

Experience Requirements

- Minimum 3–5 years of customer service experience in manufacturing, industrial distribution, or a technical environment.

- Experience in the conveyor belting, power transmission, industrial products, or manufacturing industry is considered a strong asset.

- Experience with ERP systems (Microsoft Dynamics NAV/Business Central, Oracle, or similar).

- Experience using CRM systems such as Salesforce is preferred.

Education Requirements

College diploma preferred.

📌 Bilingual Customer Service Representative-Order Management (English/French) (Mississauga)
🏢 Beyond Bilingual
📍 Mississauga