Customer Service Representative
Excel Plastics Inc.About Excel Plastics: At Excel Plastics, we are a premier manufacturer of custom plastic bags and flexible packaging solutions. For over 40 years, our fast-paced, dynamic organization has set the industry standard for unique, custom-manufactured packaging and exceptional client focus. We don't just sell products; we deliver tailored solutions that keep our clients' supply chains moving efficiently. The Role: We are searching for a proactive, self-directed Customer Service Representative to join our head office team. Reporting to the Customer Service Manager, you will be the trusted voice of Excel Plastics, independently managing the end-to-end customer experience. In our custom manufacturing environment, no two orders are exactly alike. You will be empowered to manage client inquiries, track production timelines, and collaborate directly with internal departments to ensure impeccable service delivery. This role offers the autonomy to solve complex problems, build lasting B2B relationships, and take true ownership of your accounts within a thriving manufacturing business. Key Responsibilities: End-to-End Account Management: Independently manage customer inquiries regarding custom plastic bag orders, pricing, and manufacturing capabilities, exercising judgment to provide tailored product solutions. Order & Production Tracking: Take ownership of investigating inquiries, monitoring service delivery performance, and proactively communicating manufacturing timelines and freight updates to clients. Cross-Functional Collaboration: Act as the vital link between our customers and the production/shipping floors. Independently problem-solve and negotiate solutions for complex manufacturing or delivery issues to ensure complete client satisfaction. Vendor Relations: Liaise confidently with overseas and domestic vendors, making proactive decisions to resolve supply chain or timeline inquiries with minimal supervision. System Management: Utilize our ERP systems (QuickBooks, Fishbowl Inventory, Odoo, Digit ERP, Netsuite, Microsoft Dynamics) to manage accounts, process custom specifications, and independently troubleshoot order issues. Process Improvement: Maintain accurate, detailed records of customer interactions and transactions, actively identifying trends to recommend improvements in our service or production workflows. Experience and Qualifications: Experience: Minimum 1 year of Customer Service experience required. Industry Knowledge: B2B customer service experience is preferred; prior experience in manufacturing, industrial, or custom packaging environments is a distinct advantage. Work Style: Demonstrated ability to manage a personal workflow, prioritize effectively, and make confident decisions to resolve customer issues independently. Education: Post-secondary education in business, supply chain, or a related field is an asset. Competencies: Communication: Excellent verbal and written communication skills with a professional, consultative approach to account management. Language Skills: Chinese written and verbal communication is required for overseas vendor relations. Agility & Problem Solving: Quick learner with a self-starting attitude, able to seamlessly navigate the tight time constraints and changing variables of custom manufacturing. Detail-Oriented: Conscientious with strong attention to the technical details of custom product specifications and self-managed follow-up skills. Technical Proficiency: Strong computer literacy, including MS Office (Word, Excel, Outlook) and a high aptitude for navigating ERP and inventory software. Job Type: Full-time Pay: From $22.00 per hour Benefits: Dental care Extended health care Life insurance On-site parking Vision care Ability to commute/relocate: Mississauga, ON L5T 2V5: reliably commute or plan to relocate before starting work (required) Education: DCS / DEC (preferred) Experience: ERP systems: 1 year (preferred) Customer service: 1 year (preferred) Manufacturing: 1 year (preferred) …