Technical Customer Service Representative

Job summary

The role involves coordinating customer orders, repairs, and warranty requests while acting as a primary point of contact for inquiries. You will collaborate with internal teams like Production and Quality to ensure customer requirements are met accurately and efficiently.

Job details

About International Water-Guard Industries Inc. Are you ready to take your career to new heights? At International Water-Guard, we are proud to be the global leader in providing flight-certified potable water treatment solutions for the aviation industry. With a commitment to innovation and excellence since 1989, we serve major aircraft manufacturers and operators around the world from our headquarters in Surrey, BC. As we continue to grow, we are seeking forward-thinking individuals who share our passion for enhancing the passenger experience and advancing the future of aviation. About the Role As a member of our Programs team, this technical representative role will wear the Programs Coordinator title, and plays an important role in delivering an exceptional customer experience and supporting the day-to-day coordination of customer orders, repairs, and warranty requests. Acting as a key point of contact for customers, you will respond to inquiries, provide order and repair updates, coordinate documentation, and work closely with internal teams to ensure customer requirements are handled accurately and efficiently. What You'll Do Provide professional and responsive customer support for orders, repairs, warranty requests, and general inquiries Receive, review, and process customer purchase orders accurately within the company's ERP system Act as a key point of contact for customers regarding order status, product availability, tracking, and other inquiries Issue Return Material Authorization (RMA) numbers and coordinate documentation for the receipt, repair, and return of aircraft products Prepare repair estimates and communicate pricing and timelines to customers Coordinate with Accounting on customer payments and support the preparation of shipping documentation Work closely with Production, Quality, Shipping, and other internal teams to coordinate customer requirements and resolve issues Maintain accurate customer, order, and repair documentation Assist with repair pricing reviews and other Programs initiatives as required What You Bring Previous experience in customer service, sales support, order management, program coordination, or a related role Strong customer service and communication skills with a professional and responsive approach Excellent organization and attention to detail, with the ability to manage multiple priorities and deadlines Strong problem-solving skills and the ability to remain effective in a fast-paced environment Ability to work independently while collaborating effectively across departments Strong computer skills, including Microsoft Excel, Word, PowerPoint, and Outlook; experience with ERP systems is an asset Experience in aviation, aerospace, manufacturing, or another technical environment is an asset Why Join IWG Be part of a highly respected Canadian aerospace manufacturer with a global impact Collaborate with a dedicated and innovative team committed to quality and excellence Opportunities for career growth and personal development in a rapidly evolving industry Enjoy an exceptional compensation package including: Competitive base salary Comprehensive employer-paid benefits Paid time off and compressed work week option for work-life balance RRSP Matching to secure your financial future Tuition Reimbursement Program to support your career development Performance Bonus to reward your contributions And more! At International Water-Guard, we recognize and appreciate the talent and dedication of all our applicants. While we thank everyone for their interest, only those selected for an interview will be contacted. We are proud to be an equal opportunity employer. Please let us know if any accommodations are needed during the interview process.

What you’ll do

The role involves coordinating customer orders, repairs, and warranty requests while acting as a primary point of contact for inquiries. You will collaborate with internal teams like Production and Quality to ensure customer requirements are met accurately and efficiently.

Requirements

Candidates should have previous experience in customer service, sales support, or program coordination, along with strong organizational and communication skills. Proficiency in Microsoft Office and experience with ERP systems are highly valued for this position.

Benefits

• Comprehensive employer-paid benefits • Paid time off • Compressed work week option • RRSP Matching • Tuition Reimbursement Program • Performance Bonus

Listed skills

• Time management · Preferred
• Customer service · Preferred
• ERP systems · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Repair Coordination · Preferred
• Microsoft Word · Preferred
• Communication Skills · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Order management
• Program coordination
• ERP systems
• Communication skills
• Problem-solving
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Outlook
• Documentation management
• Repair coordination
• Warranty request processing
• Attention to detail
• Time management
• Order Management
• Sales Support
• Time Off Management
• Accounting
• Aviation
• Customer Support
• Customer Service
• Communication
• Computer Literacy
• Enterprise Resource Planning
• Leadership
• Innovation
• Problem Solving
• Order Management Systems
• Return Merchandise Authorization
• Water Treatment
• Coordinating
• Detail Oriented

Job areas

• Customer Service & Support
• Manufacturing
• Administrative
• Logistics
• Technical Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives