Customer Service Representative

Toronto ON
30+ days ago

Job Description

The Customer Service Representative’s priority is to provide exceptional support to PEC’s customers, ensuring a customer experience that exceeds industry standards.

The Customer Service Representative is responsible for the day-to-day activities of PEC’s select domestic and international customers in accordance with PEC’s policies and procedures. The role includes, but is not limited to, communicating, and working effectively with the Plant and Office Managers, developing and maintaining strong working relationships with all PEC customers, and working as an integral part of the Customer Service team to contribute to the plant’s success.

All communications will be conducted in a professional, timely and extremely courteous manner.

Sales Order Management

· Answer customer phone calls and assist customers as required

· Create Sales Orders using customers’ Purchase Orders

· Manage sales orders based on inventory availability and customer requested receipt date

· Email order confirmations to customers for approval

· Attach relative sales order documentation and make detailed notes in each customers’ database file

· Communicate with warehouse regarding all sales order matters

· Ensure customer’s account operates within the financial terms and conditions assigned to each customer

· Manage Outstanding Sales Order reports by ensuring to assign accurate ship dates and release orders on time

New Account Set-Up and Customer Contact/Information Management

· Attach Account Registration information to database file

· Set up new accounts in the database and maintain records on customers up to date

· Manage, document and update all Customer contact information in ERP

Interdepartmental Assistance

· Assist Accounts Payable to reconcile freight bills, as required

· When required, assist the Customer Success Department with obtaining the proper documentation and images to commence the claims process

· · Assist the warehouse with freight issues when required

· Assist with periodic administrative tasks

· Notify office manager of any situations which arise that are exceptions to the established policy and procedures

· Adhere to and take initiative in being knowledgeable in PEC’s policies and procedures

·· Other duties as assigned

Product Knowledge

· Attend all product knowledge meetings

· Utilize and be proficient in available outlets when looking for information, such as: ERP, website, Search for drawings, etc.

· Maintain knowledge of inventory availability and ETA dates of incoming shipments

Academic/Educational Requirements:

· OSSD or equivalent

Required Skills/Experience:

· Computer literate with strong proficiency in Excel, Word, and Outlook, ERP experience, Asset if knowledge of Visual Manufacturing

· Minimum 1-3 years of customer service, administrative and/or similar experience

· Strong written/oral communication skills, with professional phone and email communication

· Excellent interpersonal skills

· Ability to multi-task/manage a varied workload & evolving tasks

· High level of problem-solving skills

· Ability to extrapolate information and procedures based on historical experience to apply to current situations

· Ability to operate independent of direct supervision

· Ability to represent the company in a professional manner

· Ability to meet deadlines

· Excellent organizational and time management

Working Conditions

· Electrical components: computers, printer, scanner, desk set phone

· Working time is split between phone, computer and paperwork tasks

Job Types: Full-time, Permanent

Salary: $19.00-$22.00 per hour

Additional pay:

  • Overtime pay


  • Casual dress
  • On-site parking


  • 8 hour shift
  • Monday to Friday

COVID-19 considerations:
100 of employees percent have at least 1 vaccine, 75% have 2 now, Masks are mandatory, breaks/lunch low density/ no visitors allowed in the building


  • Secondary School (preferred)


  • customer service: 1 year (preferred)

Work remotely:

  • No


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