Customer Solutions Specialist

AMMEGA • Mississauga, ON

1d • CA$55,000 - CA$58,000 • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• Paid Sick Days
• Employer Paid Comprehensive Group Benefit Plan – Life/AD&D/LTD/ Extended Health/Dental/Health Care Spending Account
• Group Pension Plan with Employer Match
• Employee and Family Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree