Summary:
The Customer Service Representative will oversee the daily flow of work orders for assigned accounts, ensuring accurate processing, timely fulfillment, and a high level of customer satisfaction. This role is responsible for directing work orders to the appropriate teams, completing all required documentation for customer deliveries, and ensuring inbound and outbound freight is properly processed through ERP systems.
The successful candidate will proactively manage OS&D events, identify and resolve issues efficiently, and provide timely updates to the Customer Service Lead. This individual will act as a key point of contact for both internal teams and customers, ensuring clear communication, accountability, and continuous improvement in service delivery.
Duties & Responsibilities – This position provides operational and customer support functions, including but not limited to:
Order Management, Billing and Documentation
- Process customer orders with a high degree of accuracy and urgency
- Utilize ERP systems to generate, review, and release pick lists
- Assign pick lists to appropriate warehouse personnel and monitor fulfillment progress
- Proactively identify and resolve order discrepancies or delays
- Accurately bill customer orders within ERP systems
- Review documentation to ensure pricing, quantities, and shipment details are correct
- Maintain organized and up-to-date records for audit and reference purposes
Logistics Coordination
- Schedule pickups and deliveries based on customer requirements and timelines
- Obtain competitive freight and courier quotes when required
- Track and trace shipments, providing timely updates to customers and internal stakeholders
- Acquire and maintain Proofs of Delivery (PODs)
- Coordinate inbound and outbound shipments across local, out-of-province, international, and 3PL facilities
- Schedule inbound appointments and ensure proper receiving procedures and documentation
Customer & Internal Communication
- Serve as a primary point of contact for assigned accounts, ensuring a high level of service
- Communicate proactively with Customer Service, Production, Warehouse, and Sales teams
- Partner closely with Sales Account Managers to support customer needs and strengthen relationships
- Address customer inquiries, concerns, and complaints in a professional and timely manner
OS&D (Overages, Shortages & Damages)
- Investigate and resolve OS&D issues, including refusals, shortages, overages, and damages
- Coordinate return logistics and documentation for customer claims
- Identify root causes and recommend corrective actions to prevent recurrence
Compliance & Administration
- Ensure adherence to company policies, procedures, and safety standards
- Maintain a clean, organized workspace and filing system
- Support reporting, data entry, and other administrative duties as required
- Contribute to process improvements and best practice development
Requirements:
- 2–3 years of relevant administrative or customer service experience (logistics or supply chain preferred)
- High School Diploma or equivalent (post-secondary education is an asset)
- Strong time management and organizational skills with exceptional attention to detail
- Excellent written and verbal communication skills
- Strong problem-solving abilities and a proactive mindset
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Experience working with ERP systems (AS400 preferred but not required)
- Experience with OS&D processes is an asset
Pay: $23.00-$24.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Do you have experience with an ERP system?
- Are you legally allowed to work in Canada?
- Do you have customer service experience in a manufacturing company?
Work Location: In person
