If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.
POSITION: Customer Service Representative
DEPARTMENT: Value Stream
LOCATION: Waterloo, ON
Position Summary
The Customer Service Representative (CSR) plays a critical role within our Value Stream and serves as a primary point of contact for customers, channel partners, and our global commercial team. This role is responsible for processing customer orders, providing proactive communication and status updates, coordinating warranty claims and returns, and ensuring a seamless customer experience throughout the order-to-delivery process.
The ideal candidate will bring customer service and inside sales experience within a manufacturing environment, understand the flow of custom equipment or machine-build projects through a production cycle that may extend up to 20 weeks, and demonstrate the initiative, ownership, and leadership qualities required to help drive team success.
Essential Functions
Review customer purchase orders to ensure compliance with company requirements and standards.
Enter and maintain customer orders accurately and efficiently in accordance with standard operating procedures.
Coordinate closely with internal departments to support successful execution of customer orders.
Provide customers with timely and proactive updates regarding order status, lead times, and delivery schedules.
Issue order acknowledgements and other required customer documentation.
Manage warranty claims, Return Material Authorizations (RMAs), and Order Change Notices (OCNs).
Support customer inquiries and resolve issues in a professional and customer-focused manner.
Build strong working relationships with customers, channel partners, sales teams, and internal stakeholders.
Identify opportunities for process improvement and contribute to continuous improvement initiatives within the customer service function.
Serve as a trusted resource within the team by demonstrating leadership, initiative, and accountability.
Knowledge, Skills, and Abilities
EDUCATION
Relevant customer service, inside sales, administrative, business, or manufacturing experience is considered the primary qualification.
Post-secondary education in Business Administration, Office Administration, Supply Chain, or a related field is considered an asset but is not required.
EXPERIENCE
3-5 years of customer service, order management, or inside sales experience.
Experience in a manufacturing environment is strongly preferred.
Experience supporting products, equipment, or projects with extended manufacturing lead times is highly desirable.
Experience working with ERP systems and order management processes is preferred.
Previous experience interacting with customers, distributors, channel partners, or sales teams is an asset.
COMPETENCIES
Customer-focused mindset with a passion for delivering exceptional service.
Strong understanding of manufacturing order flow from order entry through production, shipment, and delivery.
Self-starter who can work independently and take ownership of priorities and outcomes.
Demonstrated leadership qualities with the ability to positively influence team performance and process improvement.
Strong attention to detail and commitment to accuracy.
Ability to manage multiple priorities in a fast-paced environment.
Excellent verbal, written, organizational, and interpersonal communication skills.
Strong problem-solving and critical-thinking abilities.
Proficiency with Microsoft Office applications.
Familiarity with ERP systems strongly preferred; JD Edwards experience is an asset.
Ability to collaborate effectively across multiple departments and functions.
Physical Environment and Environmental Factors
Regularly works in an office setting.
Frequently required to sit, stand, talk, and hear.
Must be able to work at a computer for extended periods throughout the day.
May occasionally lift up to 20 lbs.
Quadro Engineering Corp. is committed to providing a barrier-free workplace. If accommodation is required during the selection or interview process, it will be available upon request. This job posting is available in an accessible format upon request.
Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?
Total Rewards
The compensation range for this position is $40,100.00 - $60,100.00, depending on experience. This position may be eligible for performance based bonus plan.
Benefits Package
Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/
IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.
Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.
This posting is for an existing vacancy.
Artificial intelligence is not used to screen, assess or select applicants.
