Customer Service Representative

A. Customer Relationship Management
Serve as the primary point of contact for assigned customers.
Respond promptly and professionally to customer inquiries, requests, and concerns.
Maintain strong relationships with existing customers and ensure a high level of customer satisfaction.
Communicate proactively regarding order status, delivery schedules, and potential delays.
Handle customer complaints and coordinate corrective actions with internal departments.
Follow up on outstanding customer requests to ensure timely resolution.
B. Order Management & Processing
Receive, review, and process customer purchase orders accurately.
Verify product information, pricing, quantities, and requested delivery dates.
Enter and maintain customer orders in the company's ERP system.
Send order acknowledgments and confirmations to customers.
Monitor open orders and ensure delivery commitments are respected.
Coordinate order modifications, cancellations, and urgent requests.
Maintain accurate customer records and order documentation.
C. Production Planning & Coordination
Work closely with the manufacturing facility in Vietnam to monitor production schedules.
Coordinate with production planning, purchasing, and warehouse teams to ensure customer requirements are met.
Identify potential production delays and communicate issues proactively.
Follow up on material availability, production progress, and estimated completion dates.
Support production prioritization based on customer requirements and delivery commitments.
Ensure effective communication between Canadian operations, international customers, and the Vietnam manufacturing team.
D. Shipping & Logistics Coordination
Coordinate with logistics teams to ensure orders are shipped according to customer requirements.
Monitor shipment schedules and communicate tracking information to customers.
Assist with shipping documentation, commercial invoices, and packing lists when required.
Coordinate with freight forwarders and logistics partners.
Follow up on delayed shipments and assist in resolving transportation issues.
Ensure customers receive accurate delivery updates.
E. Quotation & Sales Support
Assist the sales team in preparing and following up on customer quotations.
Coordinate with engineering, purchasing, and production teams to obtain necessary information for pricing.
Maintain accurate customer pricing records.
Follow up on pending quotations and customer approvals.
Support new product introductions and customer projects.
Assist with customer forecasts and demand planning.
F. Quality & Customer Complaints
Receive and document customer quality complaints.
Coordinate with the Quality Assurance department to investigate reported issues.
Follow up on corrective and preventive actions.
Coordinate product returns, replacements, or credits when approved.
Ensure customers receive timely updates regarding complaint resolution.
G. Reporting & Continuous Improvement
Prepare weekly customer service and order status reports.
Monitor open orders, overdue deliveries, and outstanding customer issues.
Identify opportunities to improve order processing and communication efficiency.
Participate in continuous improvement initiatives, including 5S and Kaizen.
Support the development and implementation of customer service procedures.
Education & Experience
Diploma or degree in Business Administration, Supply Chain Management, Customer Service, or a related field.
Minimum 01 years of experience in customer service, order management, or sales administration.
Experience in manufacturing, industrial products, or international trade is an asset.
Technical Skills
Proficiency in Microsoft Office, particularly Excel and Outlook.
Experience with ERP systems and order management software.
Understanding of manufacturing processes and production planning.
Knowledge of shipping, logistics, and international trade documentation is an asset.
Strong written and verbal communication skills in English.
French proficiency is an asset.
Personal Competencies
Excellent organizational and time-management skills.
Strong attention to detail and accuracy.
Ability to manage multiple customer accounts and priorities.
Proactive problem-solving and follow-up skills.
Customer-oriented mindset with a strong sense of accountability.
Ability to work independently and collaborate with international teams.
Ability to perform effectively under pressure and meet deadlines.