Original job description
We are looking for a Sr. Customer Service Representative to join a machinery manufacturing organization in Toronto, Ontario on a Long-term Contract basis. This position acts as a key point of contact for customers while coordinating with sales, production, logistics, and finance to ensure orders move efficiently from initial request through final delivery. The role also contributes to forecast visibility, documentation accuracy, and timely communication, helping create a dependable customer experience and strong operational support across the business.
Responsibilities:
• Oversee the complete order cycle, including order entry, documentation review, status follow-up, and delivery coordination to ensure accuracy and timeliness.
• Respond to customer inquiries regarding product availability, expected lead times, shipment progress, and delivery schedules with clear and proactive communication.
• Maintain well-organized customer records, including commercial agreements, contracts, correspondence, and supporting account documentation.
• Administer customer portal activities such as purchase order confirmations, shipment document uploads, and advance shipping notifications.
• Work closely with sales, manufacturing, and logistics teams to prevent order discrepancies and support smooth fulfilment activities.
• Monitor outstanding receivables, send account-related updates to customers, and escalate overdue payment issues that may affect future shipments.
• Support sales planning by reviewing opportunity pipelines, highlighting items approaching expected close dates, and contributing to quarterly shipment and revenue forecasts.
• Analyse forecast performance against actual results, prepare funnel and conversion updates, and provide information that supports planning discussions.
• Coordinate finance-related customer documentation, including reconciliations, guarantees, letters of credit, and audit support requirements.
• Prepare and process customer and vendor paperwork, including proforma invoices and inspection-related documents, while ensuring shipment documentation meets required standards.
• Proven experience in customer service within an order-driven business environment, ideally in manufacturing, industrial, or related sectors.
• Strong working knowledge of CRM and ERP systems, with the ability to maintain accurate customer, order, and forecast data.
• Hands-on experience with order entry, order tracking, and resolving customer issues in a fast-paced setting.
• Ability to communicate effectively with customers and cross-functional teams, including sales, logistics, production, and finance.
• Solid attention to detail with a demonstrated ability to manage documentation, contracts, and records with a high degree of accuracy.
• Experience supporting forecasting, pipeline review, or sales coordination activities is considered an asset.
• Confidence handling accounts receivable follow-up, customer payment communication, and related administrative coordination.
• Strong organizational skills and the ability to manage multiple priorities while delivering a high standard of customer service.
