Customer Service Specialist

Customer Service Specialist – Build Your Career with an Industry Leader!

Location: Markham, ON Job Type: Full-time, Permanent, and On-site position Salary Range: $52,000 - $57,000

General Function:

As a Customer Service Specialist within our Materials Sales Group, you will play a key role in supporting all aspects of the customer lifecycle, from handling initial inquiries and processing orders to coordinating delivery and invoicing, including after-sales support. Acting as a key point of contact, this role combines direct customer engagement with behind-the-scenes coordination to make things happen. It requires timely, clear, and factual communication with clients, the sales team, and supply chain partners, all while delivering exceptional service with a positive can-do attitude.

Responsibilities

- Act as the primary contact for customers, responding promptly to inquiries, resolving issues, and ensuring a positive client experience within target response times.

- Manage the end-to-end quote-to-invoice process for new and existing customers, including preparing basic quotes for standard items, processing orders, and generating invoices.

- Manage after-sales support by coordinating the RMA process with clients, preparing RMA orders, issuing credit notes, providing repair quotes, and overseeing the repair process to ensure customer satisfaction.

- Create and process accurate sales orders, ensuring timely entry into the system.

- Coordinate with internal departments (supply chain, manufacturing, and finance) to meet customer requirements and delivery timelines.

- Track order and fulfilment status, communicate updates to clients, and provide proactive follow-up after-delivery.

- Maintain accurate records in our ERP and CRM systems for all customer interactions, quotes, sales orders, credit notes, and RMAs.

- Prepare and distribute required customer documentation, including order confirmations, invoices, and other supporting materials.

- Identify and escalate issues or delays in the fulfillment process, proactively work to ensure timely resolution.

- Gather and monitor recurring customer feedback and contribute to process improvement initiatives.

- Generate reports and internal documentation as requested by sales or management.

- Provide general administrative duties related to customer service functions, including document preparation and data accuracy.

Knowledge and Experience

Education:

- High school diploma or equivalent required; post-secondary education is an asset.

Experience:

- 2+ years of experience in customer service, or related support roles preferred.

Skills:

- Strong organizational and multitasking skills with keen attention to detail.

- Excellent verbal and written communication abilities.

- Proficient in Microsoft Office (especially Excel, Outlook, and Word); experience with CRM systems is an asset.

- Ability to work independently and collaboratively in a fast-paced environment.

- Comfortable handling a variety of tasks while maintaining a customer-first mindset.

- Fluency in French is an asset; however, it is not required.

Ready to Take the Next Step?

(Note: Employment is conditional upon completing satisfactory background checks.)

CSCL is committed to fostering an inclusive and accessible work environment. If you require accommodation during the recruitment process, please let us know.

Thank you for your interest! Only those selected for an interview will be contacted.