Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges.

In your role as a Customer Service Representative, you will take on a pivotal position by maintaining all aspects of the customer service relationship, including contract verification, order processing, scheduling, follow-ups, and communicating customer needs to all necessary departments. Your position is crucial for enhancing and maintaining customer satisfaction by leading efforts to identify, escalate, and resolve issues promptly. You'll strive to exceed our quality expectations and foster satisfaction through a variety of responsibilities.

This is a 12-month contract role, with the potential for extension or permanent employment, based in Scarborough, Ontario.

Role Responsibilities:

Customer Service

• Maintaining communication directly with customers, being attentive to individual customer requirements, and ensuring a proactive and efficient response to customer needs.

• Handling customer complaints ensuring a satisfactory resolution for both the customer and the business.

• Providing timely responses to customer queries, ensuring to document all correspondence via email including confirmation of verbal discussions

• Following all established policies and procedures ensuring standards of service to customers and business objectives.
• Proactively communicating with internal team members and other departments in order to provide Value and Solution Selling initiatives to customers

Reporting

• Regularly maintaining records of approved customer contracts to ensure accurate order processing.

• Maintaining customer data files to ensure accuracy of recorded information

Order Processing

• Processing customer-change orders and notifying the appropriate departments.

• Initiating Sales Returns Goods process following the established procedures.
• Entering and acknowledging customer orders on the Manufacturing Planning System
• Maintaining ongoing regional order backlog.

• Expediting orders and inquiries as approved by management.
• Proactively contacting customers regarding late deliveries.

Internal Communication

• Liaising with Finance department regarding new and/or blocked accounts while updating customer as appropriate.

• Liaising with internal and external sales personnel on a regular basis
• Working with the Procurement department to ascertain delivery timescales for product availability and updates
• Following-up with appropriate Operations/Production personnel on lead times and/or delivery dates.

What We're Looking For

To thrive in this role, you should bring:

• College certificate or diploma in Customer Service or Business, or equivalent working experience
• Minimum five-years' experience in a corporate Customer Service role, providing Value & Solution Selling
• Experience as a team leader within a Customer Service-oriented role considered a strong asset
• Experience working in industrial/manufacturing settings preferred
• Working knowledge of HVAC industry considered an asset
• An enthusiastic attitude with a customer-first mindset, including conflict management and superior interpersonal skills
• Creative, proactive problem-solving skills with solution-oriented approach
• Proficient experience of using a Material Requirements Planning (MRP) software

• Ability to simplify complex issues, conduct root-cause analyses, and provide clear and concise recommendations.
• Strong sense of urgency in a time-sensitive environment
• Ability to work well independently and in a team-orientated environment
• Exceptional verbal and written communication
• Capable of communicating in an open, professional, and authentic manner in all situations

Why Armstrong Fluid Technology?

By joining us, you'll become part of a global community dedicated to pushing the boundaries of fluid-flow technology. You'll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow's solutions today.