Customer Service Representative

Job summary

Process and fulfill customer orders, manage quotes and purchase orders, maintain accurate customer records in ERP/CRM systems, and respond promptly to customer inquiries. Coordinate with internal departments to track and execute orders, resolve unusual requests, and provide customers with invoices, quotes, and required documentation.

Job details

ENABLE your future through light. Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL. We are presently seeking an Customer Service Representative for our Mississauga site. The CSR will oversee the processing and fulfilment of customer orders and respond to customer inquiries and requests promptly. The incumbent will represent the Company in a professional and helpful manner by supporting electronic and telephone conversations with effective communication skills. Main Responsibilities: Review and accept customer phone and online orders. Complete existing quotes as PO’s are received and/or create new opportunities as needed. Ensure quote and PO’s match on price, parts, quantity, shipping method and shipping terms. Ensure that automatic order confirmations are sent once order has been processed. Exercises independent judgment to be able to handle communications with customers as it pertains to customer orders. Resolve unusual requests and problems that may require a customized response and communicate solutions or requested information to the customer with little to minimal supervision. Utilize ERP/CRM systems to process orders, review open orders and adjust due dates. Communicate with other departments at the site (Warehouse, Finance, Technical Services, Product Management) when it comes to execution, tracking and processing orders and gathering information needed for customer requests. Timely and accurate entry into CRM/ERP systems regarding customer accounts i.e. internal comments/transaction comments. Send Proforma invoices, quotes, invoices, Commercial invoices and quality documents as needed. Create feedback cases for errors and positive and negative feedback. Ensure approvals are followed per controlled process. Other duties as assigned. Requirements: 3 years’ experience in Customer Service in a similar position within a manufacturing environment. Post-secondary diploma or degree from a recognized educational institution. Experience using and knowledge of MRP systems for order entry and customer service management. Salesforce and ERP (preferably QAD) experience is an asset. Excellent English verbal and written communication skills. Detail oriented. Highly motivated, energetic, and a team player. Ability to interact with external and internal contacts in a friendly, positive manner. Experience working in an ISO9001, 14001, 13485 certified, and/or FDA QSR compliant environment is an asset. Equal Opportunity/Affirmative Action Employer Minorities/Females/Disability/Gender Identity/Sexual Orientation Excelitas is seeking leaders and innovators to join our global team! Visit: https://jobs.excelitas.com/

What you’ll do

Process and fulfill customer orders, manage quotes and purchase orders, maintain accurate customer records in ERP/CRM systems, and respond promptly to customer inquiries. Coordinate with internal departments to track and execute orders, resolve unusual requests, and provide customers with invoices, quotes, and required documentation.

Requirements

Requires at least three years of customer service experience in a similar manufacturing role and a post-secondary diploma or degree. Candidates should have experience with MRP systems and strong English communication skills; Salesforce, ERP/QAD, and experience in ISO-certified or FDA QSR-compliant environments are assets.

Listed skills

• Customer service · Preferred
• Order Fulfillment · Preferred
• Salesforce · Preferred
• Cross-Functional Coordination · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Order Processing
• Order Fulfillment
• Customer Communication
• Quote and Purchase Order Management
• ERP/MRP Systems
• Salesforce
• QAD
• Problem Resolution
• Cross-Functional Coordination
• Attention to Detail
• Written and Verbal Communication
• ISO Standards
• FDA QSR Compliance
• Semiconductors
• Energetic
• Customer Service Management
• Order Entry
• Effective Communication
• Information Gathering
• Self-Motivation
• Microsoft Excel
• ISO 9000 Series
• Customer Relationship Management
• Communication
• English Language
• Enterprise Resource Planning
• Finance
• Warehousing
• Innovation
• Invoicing
• Material Requirements Planning
• Negative Feedback
• Product Management
• Technical Services
• Customer Inquiries
• Detail Oriented

Job areas

• Customer Service & Support
• Manufacturing
• Logistics
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives