Job Summary: Reporting to the Sales Manager, the Customer Service Representative plays a key role in maintaining strong customer relationships and supporting the Sales Team. The Customer Service Representative manages customer orders, processes invoices, monitors payments, coordinates sampling activities, and ensures accurate communication between customers, Sales, Production, Logistics, and Finance. Additionally, the Customer Service Representative manages interactions with customer portals, ensuring accurate uploads of documentation and order information as required.
Job Type: Full-time, permanent.
Job Location: London, ON
Compensation Structure: Up to 60k per annum.
Shift Structure: Monday to Friday; Day Shift.

SKILLS/QUALIFICATIONS:

Education

• Business Administration Diploma or equivalent preferred.

Knowledge & Experience

• 2-3 years of customer service experience, ideally in manufacturing, food production, or distribution.
• Strong communication both written / verbal, and interpersonal skills, with a customer first approach.
• High attention to detail and accuracy in date entry, documentation, and order processing.
• Proficiency in ERP/CRM systems and Microsoft Office.
• Experience managing customer portals is a strong asset.
• Understanding of basic accounting and invoicing principles.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset with the ability to work collaboratively across teams.

Personal Qualities

• Strong attention to detail.
• Excellent problem solving and critical thinking skills.
• Proficient communication and interpersonal skills.
• Strong teamwork and collaboration skills
• Ability to work independently and as part of a team.
• Capable of working under pressure and prioritizing tasks to meet deadlines.
• Strong work ethic with the ability to adapt to circumstances.
• Open to learning new skills, trying new things, and implementing changes.
• Flexibility to adapt to changing priorities and conditions.
• Punctual and able to maintain a good attendance record.
• Technical curiosity and a continuous learner.
• High level of integrity and accountability.

• Customer Support and Communication:
  · Manage customer inquiries via phone, email, and internal systems.
  · Build and maintain strong, positive relationships with customers, ensuring a high level of service and responsiveness.
  · Provide product information, pricing details, and shipping updates to customers.
  · Manage customer expectations professionally and proactively by communicating order status, production schedules, and any potential issues or delays.
  · Follow up on customer post-delivery to confirm satisfaction and address feedback or concerns.

· Manage and document all customer communication in the CRM/ERP system for accurate record keeping.

• Order Management and Processing:

· Accurately receive and enter customer orders into the ERP system, ensuring all details (product codes, quantities, pricing, delivery dates) are correct.
· Verify inventory availability with Production/Logistics before confirming orders.
· Coordinate with the Production Planner and Logistics to ensure orders are fulfilled and shipped on time.
· Track and monitor open orders, ensuring timely delivery and proactive communication with customers about delays and back orders.
· Assist with documentation for special orders, export paperwork, and certifications (if applicable).

· Coordinate with the Finance team to monitor accounts receivable to ensure

• Invoicing and Customer Portal Management:

· Generate and send customer invoices in coordination with the Finance team, ensuring accuracy and timeliness.
· Upload invoices, shipping documents, COAs, and other required files to customer portals in compliance with customer-specific requirements.
· Ensure all customer portals are kept up to date with accurate order, shipping, and product information.
· Troubleshoot portal issues, resolve rejections or errors, and liaise with customers and internal teams as needed.

· Maintain accurate records of uploaded documents and portal activities for audit readiness.

• Accounts Receivable Monitoring:

· Monitor customer accounts for overdue invoices and payment status.
· Communicate with customers regarding outstanding balances, payment terms, and due dates.
· Follow up on overdue accounts in a timely manner and escalate concerns to the Sales Manager or Finance team when necessary.
· Assist with resolving payment disputes by working with customers, Finance, and Sales Manager.

· Document all collection activities and communication in the ERP/CRM system.

• Issue Resolution and Problem Solving:

· Act as the first point of contact for customer complaints, identifying the root cause of issues (e.g., delivery delays, product quality, order errors).
· Resolve issues promptly or escalate to Sales Manager or relevant department when necessary.
· Collaborate with Production, Quality Control, and Logistics to investigate and resolve customer concerns.

· Follow up with customers to ensure resolution and satisfaction.

• Internal Collaboration and Support:

· Work closely with the Sales Manager and Sales Team to support key accounts and identify sales opportunities.
· Assist in preparing customer insight reports, sales summaries, and account updates for internal meetings.
· Communicate with Production and Logistics teams to align order fulfillment with customer requirements.
· Provide feedback from customers to the Sales, Production, and Quality Control teams to support continuous improvement.
· Support internal teams with documentation needs (e.g., invoices, packing slips, credit notes, COAs).

· Participate in team meetings and contribute to discussions on improving customer service processes.

• Sample Management and Support:

· Coordinate customer requests for product samples, ensuring accurate and timely preparation and shipment.
· Work with the Sales Manager and Production team to determine sample availability and lead times.
· Prepare sample requests in ERP system, ensuring proper documentation and labelling.
· Track sample shipments, confirm delivery, and follow up with customer for feedback on sample quality and suitability.

· Maintain accurate records of all sample requests and outcomes, reporting trends to the Sales Manager for business development insights.

• Administrative Tasks and Record Keeping:

· Maintain accurate and up-to-date customer account information in the ERP/CRM systems, including contact details, order history, and communications.
· Process credit notes / deductions, returns, and customer claims as per company policies.
· Assist with invoicing, account statements, and other documentation as required by the Sales or Finance teams.
· File and organize customer-related documents, correspondence, and contracts for easy access and audit readiness.
· Support the Sales Manager with special projects, seasonal demand planning, and sales events (e.g., trade shows, customer visits).
· Support with general office administration tasks as required.