Company Introduction:
Arrow Machine and Fabrication Group is an engineering-focused solution provider of machined castings, fabrications, and assemblies.
We serve OEM customers in the rail, material handling, mining, defense, heavy truck, agriculture, power systems, construction, nuclear, engineered products, architectural, and forestry industries.
We have access to the broadest range of metalwork solutions in the world through our elite group of companies. Arrow focuses on providing innovative design, quality craftsmanship, and exceptional customer service.
Group Division:
For more than 45 years, Arrow Off Road Guelph division has been a supplier of choice for OEM customers in the Material Handling, Rail, Construction, Forestry, Agriculture, Mining, and Defense industries. With operations in both Canada and China, our focus is on safety, quality, delivery, cost, and the environment. Our mission of good parts on time, along with strong customer relationships and company performance, will continue our history of growth.
Compensation Range: $52,000 up to $70,500 annually
Position Summary
The Customer Service Representative (CSR) serves as the primary point of contact between customers and the manufacturing operation. This role is responsible for managing orders, coordinating with internal departments (production, shipping, and planning), and ensuring the timely and accurate delivery of products while maintaining high customer satisfaction.
Primary Responsibilities:
- Process and manage customer orders from entry through delivery
- Communicate order status, lead times, and any delays to customers
- Coordinate with production, scheduling, and shipping teams to meet delivery timelines
- Handle customer inquiries, concerns, and complaints in a professional and timely manner
- Maintain accurate customer records, pricing, and order details in ERP systems
- Monitor inventory levels and back-orders, providing updates as needed
- Support continuous improvement initiatives to enhance customer experience
- Assist with forecasting and demand planning based on customer trends
- Ensure compliance with company policies and quality standards
- Ensure on-time delivery performance, order accuracy, and customer satisfaction scores
- Delivers prompt response time to customer inquiries
- Backorder management
Educational Requirements:
- High school diploma or equivalent (post-secondary education in business or supply chain is an asset)
Required Skills & Expertise:
- Minimum 1 – 2 years progressive customer service experience within a manufacturing environment, or a combination of relevant experience and professional education
- 2+ years of customer service experience, preferably in a manufacturing or industrial environment
- Experience with ERP systems (Visual)
- Strong communication and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency in Microsoft Office (Excel, Outlook, Word)
Equipment/ Tools/ Technology Used:
- MS Office Excel, Word & Outlook
- Visual Manufacturing
What We Offer – Your Benefits Package
At Arrow, we’re proud to offer a benefits package that supports your health, finances, and future.
Health & Wellness
- Health, dental, and vision coverage from day one!
- Virtual healthcare with Lumino Health
- Employee and Family Assistance Program (Homewood Health)
- Fitness membership discount
- Work boots and prescription safety glasses program
Financial Benefits
- Automatic Enrollment in Company-Paid Deferred Profit Sharing
- RRSP Match Program
- Life and travel insurance for you and your family
- Profit Sharing
- Employee Discount Program
Time Off & Culture
- Three weeks vacation days to start
- Regular company events and team activities
- Supportive, inclusive workplace culture
Career Growth
- Tuition reimbursement for job-related education and training
Arrow is committed to diversity and inclusion. We provide accommodations throughout the recruitment process in line with the Human Rights Code and Accessibility for Ontarians with Disabilities Act.
Candidates please note, we do not use AI for application screening.
Disclaimer: Only emails from [email protected] are official. Any other contact is unauthorized.
