Customer Service Associate

Key Responsibilities

• Enter customer orders for all business segments accurately and efficiently in the ERP/order entry system (Dynamics), maintaining a high daily throughput while meeting accuracy expectations.
• Manage a high volume of inbound customer communications via email and phone; monitor shared inboxes, triage requests, and ensure timely responses and follow-up.
• Answer and direct incoming calls using the phone system (Zoom) and route inquiries appropriately to Sales, Technical Support, Accounting, Operations/Shipping, or other departments.
• Provide customer support related to standard pricing, product availability, lead times, order status, shipment tracking, and general order questions.
• Process order maintenance activities including order changes, cancellations, address updates, and other modifications while clearly communicating impacts to customers and internal teams.
• Initiate and process RMAs, warranty orders, replacements, and related documentation in accordance with established procedures.
• Partner cross-functionally with Sales, Operations/Shipping, Finance, Quality, Marketing, and Product Management to research and resolve customer issues and prevent repeat problems.
• Maintain clear, organized records of customer interactions and order activity to support continuity, reporting, and audit readiness.
• Contribute to a positive, professional customer experience by demonstrating responsiveness, attention to detail, and effective problem-solving.

Competencies

• Degree(s) or certification(s): Minimum: High school diploma or equivalent
• Re-certification requirements: N/A
• Professional Experience Required (min.): 3-5 years of experience in a sales support, customer service, or administrative role
• Technical Competencies: ERP/order entry proficiency (Dynamics) with strong data entry accuracy and speed, Freshdesk proficiency; maintains accurate customer and order information, Microsoft Office (Excel, Outlook, Teams) and video/phone platforms (Zoom)
• IT Skills: Freshdesk, Microsoft Excel/Outlook/Teams, Zoom
• Language Skills: French: N/A, English: Yes
• Interpersonal Skills: Customer-focused communication (written and verbal) with professional phone presence, Attention to detail and thorough follow-through; commitment to order accuracy, Time management and prioritization in a high-volume, fast-paced environment, Problem-solving and sound judgment; knows when and how to escalate issues, Collaboration and teamwork across departments; adaptable to changing priorities