Customer Solutions Specialist

Summary

The Customer Solutions Specialist serves as the primary point of contact for customers across all channels - phone, email, web chat, and CRM. This role entails customer service, account management, order coordination, complaint investigation, technical product support, and cross-functional collaboration in a fast-paced industrial manufacturing environment.

Customer Service & Account Management

• Serve as the main point of contact for assigned customer accounts, managing inquiries, orders, quotations, and service requests
• Build strong customer relationships to drive satisfaction, retention, and growth
• Maintain accurate records of all customer interactions and activities in Salesforce CRM

Order Processing & Quotations

• Prepare accurate quotations and process customer orders, modifications, and confirmations
• Coordinate with production, planning, and logistics teams to confirm availability and delivery commitments
• Follow up on open quotations to maximize conversion and keep customers informed on order status

Complaints, Claims & Returns (RMA)

• Manage customer complaints, warranty claims, and return investigations end-to-end within Salesforce
• Prepare detailed case investigation reports and work with Quality and Operations teams on root cause analysis and corrective actions
• Process Return Material Authorizations (RMAs) and coordinate return logistics with customers and carriers

Technical & Product Support

• Support customers and sales teams with technical product inquiries, specifications, and application recommendations
• Review customer technical drawings and requirements to identify suitable products and alternatives
• Provide product information on materials, performance characteristics, and manufacturing capabilities

Systems & Administration

• Maintain accurate customer data across Salesforce CRM and ERP systems (Traverse or equivalent)
• Generate reports, dashboards, and customer service performance metrics
• Support sales representatives with documentation, product identification, and administrative requests
• Other duties relevant to the position, assigned as required

• Post-secondary education in Business, Customer Service, Supply Chain, or a related field
• 3+ years of customer service or account management experience in a manufacturing, industrial, or technical environment
• Hands-on experience with order processing, quotations, complaints, and returns management
• Working knowledge of CRM and ERP systems (Salesforce preferred)
• Strong analytical, organizational, and communication skills
• Proficiency in Microsoft Office, particularly Excel
• Ability to manage multiple priorities in a deadline-driven, fast-paced environment
• Excellent verbal and written communication skills
• Authorization to work in Canada for any employer

• Experience in industrial manufacturing, fabrication, or technical product environments.
• Knowledge of PTFE tapes, fabrics, conveyor belts, composites, or related industrial products.
• Experience with quality systems, complaint investigations, and claims administration.
• Familiarity with root cause analysis and corrective action processes.
• Experience with product costing, pricing structures, and profitability analysis.
• Advanced Salesforce reporting and dashboard experience.
• Knowledge of shipping, logistics, and transportation processes.
• Experience supporting global customers and intercompany operations.

• Salary: $55,000 - 58,000 annually (depending on relevant exp.)
• Days of work: 5 Days in Office, Monday to Friday
  - Permanent Full time position, 40 hours per week
• Timings: 8:00am to 5:00pm EST.

1. Paid Sick Days

2. Employer Paid Comprehensive Group Benefit Plan
- Life/AD&D/LTD/ Extended Health/Dental/Health Care Spending Account

3. Group Pension Plan with Employer Match

4. Employee and Family Assistance Program

The hiring is open to all applicants able to work 40 hours per week.

For the hiring you will need to provide valid photo , SIN number, banking details – Company will conduct criminal background check as part of onboarding

AMMEGA CANADA is in full expansion and is looking for new talents to reinforce its teams.

AMMEGA is a global leader in product quality and service excellence for…