Customer service associate, Estrie-Est (Stanstead)

Reporting to the Customer Service Manager

, the Customer Associate supports customer satisfaction and loyalty by answering inquiries, explaining products, providing order information, and accurately processing orders. The associate is expected to embody the organization’s values:

Caring | Curious | Collaborative | Committed

The role involves using internal systems (SAP) to enter and track orders, verify pricing, and ensure timely delivery. The associate serves as a key point of contact for customers, providing professional communication, resolving issues, and supporting customers throughout the order lifecycle.

Key Responsibilities

Process and manage customer orders accurately using SAP

Validate purchase order details, pricing, and delivery requirements

Communicate order status, delivery dates (ETA), and changes to customers

Respond to customer inquiries (availability, pricing, shipping, cancellations, order changes)

Coordinate with internal teams to ensure order accuracy and on-time delivery

Monitor SAP reports, identify discrepancies, and take corrective action

Provide basic troubleshooting support (LDQS) following IT procedures

Ensure proper handling of complaints, credits, and quotes through internal processes

Maintain clear, professional communication with customers and internal teams

Contribute to a positive, collaborative team environment

Support training activities as required Required Skills&Experience

High school diploma

Minimum 2 years in a similar customer service role (manufacturing preferred)

Fully bilingual (spoken and written)

Strong communication, organization, and time management skills

Ability to work in a fast-paced, open office environment

Proficiency with Microsoft Office; basic SAP knowledge is an asset

Attention to detail and ability to follow procedures

Customer-focused with empathy, professionalism, and problem-solving skills

Team-oriented with openness to feedback