Customer Service Representative

Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. The Customer Service Representative is a key member of the Canadian Customer Service team. This position is responsible for providing effective order processing, sales service, customer satisfaction and support, including information feedback to external and internal customers. The CSR will track and report key performance measurements to the organization in order to achieve maximum results and will positively influence all working processes, support key processes across functional lines such as production and supply chain to deliver the highest performance in terms of efficiency, costs and time.

This position will be responsible for customer service activities for the Insulation portfolio however will be working collaboratively with the other CSRs, essentially supporting each other towards a customer-focused organization.

Duties

• Handle customer inquiries and new leads, and provide customer/sales product support.
• Active Sales Support: Contact partner for the America’s Insulation Sales Teams and Insuguard and support their requests. Provide information, proposals, feedback to reach the Sales targets.
• Support Global Insuguard initiatives in collaboration with MDM.
• Accountable for accurate order-processing for all customers. Support Sales team by calculating and issuing complex price offers and agreements; use of CRM and other systems; accurate data stewardship.
• Promotes products and services to customers and responds to basic technical questions.
• Maintains CRM database and develops on-going positive relationships with customers.
• Responsible for adjustments and matching of all relevant information between customer service and external sales, in order to reach on-time-deliveries of products.
• Support the sales team and global operations with reporting as defined by the business.
• Active participant in monthly Advanced Insualation Canada business reviews. Ensure relevant information is communicated effectively.
• Support all processes within customer service and the company in order to execute all processes in an easy, fast and customer-oriented manner. Assure that all relevant information for needed evaluations and assessments are provided to the direct manager in order to guarantee essential information-flow within the total organisation.
• Attend and support meetings with other departments within the organization such as plant operations, supply chain. logistics and global customer service teams. Participate from time-to- time in external meetings (at customer-site or exhibitions) in accordance with the direct manager and the business needs.
• Act as a liason between Armacell Canada and third party Insuguard manufacturing companies.
• Resolves customer complaints, provides appropriate solutions and suggests alternatives within time line of projects. Escalates to management at appropriate times.
• Follows communication procedures, guidelines and policies as set out by Armacell Canada.
• Participates and provides recommendations for process improvements at a local level or global level.
• Provides backup support for Armacell Canada’s Component Foam and PET divisions as required.
• Utilize tools such as Dodge, MERX, CMD etc to identify, pre-qualify projects Nationally for Advanced Insulation Canada to be entered into Salesforce.com and assigned to the appropriate owner within Salesforce.com.

Requirements

Professional Experience (how long)?

• Preferred: Bachelors Degree/College diploma with 5 years of related experience required or equivalent experience.

Other skills/knowledge?

• Minimum of 5 years of related work experience in a customer service environment supporting a technical product.
• Possesses professional written and verbal communication skills with excellent telephone etiquette.
• Proficiency in SAP with working knowledge of Microsoft Office applications and CRM platforms.
• Can work independently and multi-task in a faced paced environment.
• Ability prioritize, manage time effectively with strong communication skills.
• Solve problems, make informed decisions and coordinate with sales to ensure highest service level

Join us as we strive to deliver outstanding service and create lasting relationships with our customers!

Job Type: Full-time

Pay: From $65,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Company events
• Dental care
• Employee assistance program
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer Service: 5 years (required)

Work Location: In person

Expected start date: 2025-06-09