The Opportunity:

Our client, a leading manufacturing company based in Burlington, is seeking to hire a Customer Service Lead to join their growing team! This position will fulfill all administrative requirements to execute sales transactions. This role is the single point of contact for our clients’ customers, and is a key resource supporting the Commercial functions, working closely with the Planning teams.

What You’ll Be Doing:

Customer Relations

• Serve as a primary contact for customers; order placement, providing confirmations, tracking orders, quality or service-related inquiries
• Obtain forecast volumes that are required for Sales and Operational Planning
• Identify volume gaps, actual vs forecast; investigate with customers as required to understand the differences, then adjusting accordingly
• Attend meetings/calls with Key customers as required to support Sales functions
• Prepare and distribute price change communication to customers

Order Entry/Forecasting

• Input sales orders timely and accurately (quantity, price, freight terms, shipping instructions, packaging requirements, delivery date, etc.)
• Issue confirmations to customers
• Prepare shipping documentation to support international shipments
• Review incoming sales forecast volumes for reasonability and input for visibility, maintaining a 12-month rolling horizon
• Prepare and distribute forecast and sales reports as required
• Extract orders/shipping documents, etc. from customer supply chain software systems where required (Ariba, EDI, DanTrade, etc.)
• Manage activity required for sample shipments

Other Responsibilities

• Support the process of new customer and new item set-up and maintain accurate customer master files
• Follow-up proactively with internal departments, including quality, sales and planning, to ensure customer expectations are met
• Serve as a Power User in QAD and Qlikview, providing support internally where required

What You’ll Need To Be Successful:

• Ideally a Business diploma/degree or equivalent internal and external customer experience
• Ability to prioritize work, handle multiple tasks simultaneously while maintaining flexibility
• Team player with ability to take initiative
• Excellent communication skills