Customer Service Associate

Scope of the Position

The Customer Service Associate provides front-line customer support and order administration for multiple business segments, serving customers across the US, Canada, and Latin/South America. The role manages a high volume of daily order entry and customer communications (phone and email) while ensuring accurate data entry, timely follow-up, and effective coordination with Sales, Operations/ Shipping, Finance, Quality, and technical teams to resolve issues and meet customer expectations.

This position requires comfort navigating multiple systems (e.g., ERP/order entry tools (Dynamics), Freshdesk, etc), the ability to prioritize competing requests throughout the day, and a consistent focus on order accuracy, responsiveness, and a positive customer experience.

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.
• Perform data entry across customer platforms and systems as required, ensuring accuracy and completeness of customer, order, and shipment information.
• 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

Requirements

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)
• Ability to learn and navigate multiple customer portals/platforms and internal tools.

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

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