Senior Customer Service Representative

Company Overview:

Signature Aluminum Canada is an industry leader of aluminum products and services in North America. With over 50 years of experience and working closely with our customers we offer Casting, Extrusion and Manufacturing Solutions to a variety of industries. With unquestioned integrity we are dedicated to continuous improvement with a work environment that promotes involvement, self-esteem, safety and security for all.

Job Summary

The Senior Customer Service Representative reports to the Planning/Customer Service Manager and manages high-value, strategically significant customer accounts. This role requires advanced technical understanding of aluminum extrusion processes, strong problem-solving ability, and proactive communication skills to ensure complex orders are executed accurately, efficiently, and profitably.

Core Responsibilities (see key accountabilities worksheet for details)

· Strategic Account Management and Customer Support

· Production Scheduling and Coordination

· Order Management and ERP Control

· Quality and Process Improvement Support

· Administrative and Leadership Support

Day-to-Day Activities

· Manage multiple large-scale customer accounts and blanket order programs.

· Coordinate rush or custom orders requiring cross-departmental collaboration.

· Communicate technical information regarding dies, alloys, tolerances, finishes and/or packaging needs.

· Prepare detailed customer reports and forecasts.

· Support the implementation of pricing programs or customer rebates.

· Resolve complex order or invoicing discrepancies.

· Guide new CSRs in handling standard transactions.

· Maintain records of quality issues and follow-ups.

· Participate in customer or supplier audits as required.

· Contribute to customer service policy and process development.

Key Competencies

· Deep technical knowledge of aluminum extrusion, finishing, and fabrication processes.

· Excellent communication and relationship-building skills.

· Proven ability to handle multiple complex accounts simultaneously.

· Strong ERP and data analysis skills.

· Leadership and mentoring ability.

· Strong organizational and time management skills.

· High attention to detail and accountability under pressure.

Qualifications

· 5+ years of customer service experience in manufacturing (extrusion preferred).

· Post-secondary education in Business, Engineering, or related discipline.

· Proficiency with ERP/MRP systems (e.g., EPICOR, SAP).

· Advanced Microsoft Excel and Outlook skills.

· Experience dealing with major OEM or Tier 1 customers.

Physical Effort/Working Conditions

· Office-based within a manufacturing setting; frequent communication with production teams.

· Standard business hours; occasional overtime during high-volume or month-end periods.

· Possible customer site visits or joint meetings with Sales.

· Work environment includes exposure to noise, equipment, and temperature variations typical of a casting and shipping operation.

Job Types: Full-time, Permanent

Benefits:

- Company events

- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Life insurance

- On-site parking

- Paid time off

- RRSP match

- Vision care

Ability to commute/relocate:

- Pickering, ON L1W 3R8: reliably commute or plan to relocate before starting work (required)

Language:

- English (required)

Work Location: In person