Customer Service Representative

Armstrong Fluid Technology•Toronto, ON

11d•Onsite

About The Position

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet. As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better. This role is responsible for managing all aspects of the customer service relationship, from quotation through to order fulfilment and after-sales support. The Customer Service Representative acts as a key liaison between customers and internal departments, ensuring accurate order processing, timely communication, and high levels of customer satisfaction.

Requirements

GSCEs or equivalent, including math's and English.
Proven work experience in a customer service role, preferably within industrial, HVAC or manufactured products.
Proven experience with order entry and order management processes.
Fluency in written and spoken Portuguese is a must.
Ability to work effectively within a fast-paced environment.
Strong working knowledge of ERP systems.
Proficiency in Microsoft Office applications, including Word, Excel and PowerPoint.
Ability to analyze data, manage order backlogs and visualize complex information clearly.
High standard of English grammar, diction and written accuracy.
Excellent verbal and written communication skills.
Strong organizational skills with the ability to multitask and prioritize effectively.
Highly analytical, with strong problem-solving and decision-making capabilities.
Ability to work independently as well as collaboratively within a team.
Demonstrated commitment to continuous learning, product training, and process improvement.
Positive, flexible, and adaptable approach to work.

Responsibilities

Respond to customer enquiries via telephone and email in a professional, courteous and timely manner.
Provide clear, accurate and documented responses to customer requests and queries.
Proactively engage with customers regarding order status, delivery schedules, late deliveries and order push-outs.
Act as a primary point of contact for customer service-related matters.
Enter, acknowledge and process customer orders accurately within the business system.
Process customer change orders and communicate updates to relevant internal departments.
Maintain a current regional order backlog and actively expedite orders where required.
Schedule orders and follow up to ensure on-time delivery and fulfilment.
Utilize ERP systems to establish pricing and apply customer-specific discounts.
Maintain accurate records of approved customer contracts to ensure correct order processing.
Initiate and manage Returned Goods Authorizations (RGAs) in line with established procedures.
Maintain accurate and up-to-date customer data files and records.
Ensure all customer transactions and communications are properly documented.
Support departmental projects and special assignments as required.