Customer Service Representative

6 days ago

Toronto, Canada Diebec Matrices Ltee Full time

**Customer Service Representative**At Diebec, we’ve been delivering precision, quality, and innovation in die and tool manufacturing for over 30 years. Specializing in folding boxes, corrugated cardboard, and merchandise displays, we offer cutting-edge solutions including flatbed cutting dies, steel/phenolic counterparts, embossing tools, and more. Our investments in state-of-the-art technology, including laser and water-cutting machines, help us deliver unmatched quality to our customers. Join our team and be part of a company where tradition meets technology.

Position Overview:
We are seeking a detail-oriented and customer-focused Customer Service Representative to be the first point of contact for our clients. In this role, you will play a key part in building long-term relationships by ensuring customer satisfaction through timely communication, accurate order processing, and proactive problem-solving.

Key Responsibilities:

- Process incoming orders and coordinate with production and technical teams to ensure accurate and timely delivery
- Provide quotes and updates on pricing, lead times, and product details
- Maintain and update customer records in the CRM system
- Liaise with the design and manufacturing teams to clarify technical specifications and customer needs
- Monitor open orders, follow up on production timelines, and keep customers informed of any changes
- Handle and resolve customer complaints or issues with professionalism and urgency
- Support the sales team with customer insights, trends, and account information
- Schedule jobs into the production workflow, balancing capacity, and lead time requirements.
- Coordinate with internal departments to ensure alignment between production, shipping, and customer deadlines.
- Organize and manage outgoing shipments, including preparing shipping documents, and scheduling couriers when required.
- Track and confirm deliveries and proactively address delays or delivery issues.

Qualifications:

- 2+ years of experience in a customer service, order processing, or inside sales role (manufacturing or technical industry experience preferred)
- Excellent communication skills in both English and French (verbal and written)
- Strong attention to detail and organizational skills
- Proficiency with MS Office and familiarity with ERP or CRM systems
- Ability to work collaboratively with cross-functional teams
- Interest in technical or manufacturing environments is an asset

What We Offer:

- A supportive team culture rooted in experience, innovation, and quality
- Opportunity to work with leading-edge technology and a well-respected name in the industry
- Competitive compensation package
- On-the-job training and continuous development opportunities

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON M1S 3R2: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

Work Location: In person

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