Company Overview
MOLTEC International is a leading developer and provider of wire and cable protection systems, renowned for delivering innovative solutions that combine European-made performance with in-house engineering excellence. Join a company dedicated to offering tailored, high-quality products that meet diverse customer needs.
Overview
We are seeking a dynamic and energetic Customer Service Representative to be the friendly face of our organization. In this role, you will be the primary point of contact for our customers, providing exceptional service through clear communication, efficient data entry, and insightful analysis. Your multilingual skills and sales acumen will help foster strong relationships and drive customer satisfaction across diverse markets.
Job Objective:
· Analyze customer inquiries and prepare accurate and timely quotations. Coordinate with sales team, engineering, customer service colleagues, procurement, warehouse personnel to fully understand customer requirements. Ensure that all quotations comply with company pricing and discount policies. Communicates regularly with customers, and sales team to assure customer requirements are met. Accurately process standard Distribution and Production purchase orders. Duties will be completed on site within the Oakville facility.
Responsibilities – Quotations:
· Accurately evaluate customer quote requests according to customer requirements and provided check lists.
· Ensure that quotation details are accurate and reflect current lead time, pricing, minimum orders etc.
· Prioritize the time of entry to meet customer requirements, delivery schedules and turnaround expectations.
· Communicate effectively and promptly with customers via phone and email.
· Ensure customers’ quotations are confirmed and acknowledged daily.
· Enter sample requests from sales reps and customers and ensure they are processed accurately.
· Effectively communicate discrepancies, revisions and status of quotes to all stakeholders.
· Provide an end of day update on pending quotes.
· Communicate directly with sales team to ensure product availability and inventory accuracy.
· Data entry as required including customer accounts, contract and individual pricing etc.
Responsibilities – Order entry:
· Accurately enter and process customers’ purchase orders from quote requests according to specified customer requirements and check lists.
· Release orders to distribution.
· Coordinate shipping method with shipping, product availability with distribution.
· Follow up released shipments which are late or delayed.
· Request stock checks or special requests as necessary.
· Oversee customer expedite requests including communication to procurement and following up until product has been shipped according to customers’ requirements.
· Document filing and archiving
· Other duties and responsibilities as required to support Customer Service Department
Responsibilities - Overall
· Manage all hard copy and electronic order & quotation documentation, and ensure timely control and follow up for all pending information.
· Provide constant and timely communication regarding customers’ quotations and purchase order changes with special emphasis on revised delivery dates, expedites and revisions.
· Work hard and diligently to ensure accuracy and consistency in all tasks.
· Consistently adhere to the sales processing procedures, quotation and order entry work instructions and reference documents outlined by ISO standards.
· Adheres to all company policies, procedures and business ethic codes.
· Other duties as required.
· Participate in a structured three-week onboarding program, including hands-on warehouse training in product assembly, order picking, and fulfillment processes to develop the product and operational knowledge required for accurate quote preparation and order entry.
· Upon approval employee can participate in Moltec’s hybrid remote work program after one year of success in the role.
Relationships and Roles
Internal / External Cooperation:
· Communicates effectively and in an ongoing manner with Customers and all relevant internal parties, including, but not limited to Distribution, Production, Purchasing, Engineering, Accounting, Outside Sales, Marketing and Customer Service departments
· Sets example of customer service in areas of personal character, attitude, commitment, organizational and selling skills and work habits
· Demonstrates ability to interact and cooperate with all company employees
Job Specifications:
EDUCATION:
· College Diploma preferred
· High School Diploma minimum
EXPERIENCE:
· 3-5 years of customer service quotation preparation experience is essential
· Quotation and Order entry experience (An efficient combination of speed and accuracy)
· Experience with MS Office, ERP (Syspro) and CRM (Sugar) software
KNOWLEDGE / SKILLS:
· Accuracy, attention to detail, multitasking and consistency are required.
· Dependable and punctual with an excellent attendance record.
· Excellent verbal & written communication skills.
· Ability to work well under pressure, multitask and meet deadlines.
· Must possess strong time management and organizational skills with great attention to detail.
· Working knowledge of the internet, websites and email
· Computer literate and proficient with Microsoft Office
· Experience with Syspro or similar ERP would be an asset
· Must have a valid driver's license
Pay: $23.00-$25.00 per hour
Work Location: In person
