Customer Service Representative

AAG is a leading global manufacturer of CNC Router Machines and Knife Systems. With over 350,000 standard machine configurations and over 30 decades of experience, AAG specializes in matching machinery to customers' unique needs and budgets. Designed and built at our state-of-the-art factory in Waterdown, Ontario, and Tallmadge, Ohio, our Computer Numeric Control (CNC) machines are supplied and supported through a global network of sales and support offices and authorized dealers.

AAG is an equal opportunity employer, committed to profitable growth and responsible management for the benefit of our customers, suppliers, shareholders, and employees. Our teams are engaged and innovative and driving change throughout our Company from our production facilities to our clients, in our meeting rooms, and our communities. A diverse and inclusive work environment as we believe an inclusive company culture inspires people to stay curious, engaged, and challenged.

Job Overview
The Customer Service Representative serves a key role in our relationship with our customers by acting as the first point of contact for all Parts and Service sales and informational needs. This position requires fluency in both English and Spanish to effectively communicate with and support our diverse North American and International customer base.

In addition, the Customer Service Representative is responsible for strategically organizing and administering North American and International sales orders and inventory, ensuring accuracy, efficiency, and a high level of customer satisfaction across all interactions.

Duties and Responsibilities

• Provides key Customer Service North America Phone Support.
• Professionally answers customer inquiries via phone and email in both English and Spanish.
• Provides quotes to customers.
• Acknowledges and processes incoming orders.
• Knowledgeably upsells customers with new offers and opportunities.
• Provides customers part identification technical support.
• Supports various business initiatives.
• Follows up with back orders and updates customers regarding status.
• Works with customers and members of the service and logistics teams to address and complete returns.
• Updates customer information in the Customer Relationship Management system.
• Processes customer credit cards.
• Maintains ERP accuracy on a daily basis.
• Collaborates with team members to improve customer service excellence.
• Participate in initiatives to grow the Parts and Service businesses.
• Other duties as assigned.

Education/Experience/Skills

• Fluency in Spanish and English (written and verbal) is required, with the ability to confidently communicate with Spanish-speaking customers and vendors.
• 1-2 years of experience in inventory management, purchasing, and/or customer experience.
• Experience with ERP systems required (Epicor experience is a plus).
• Experience using Customer Relationship Management (CRM) systems considered an asset.
• Strong communication skills, both written and verbal are required.
• Ability to manage multiple tasks simultaneously and shift priorities based on business needs.
• Ability to make independent decisions and handle difficult workplace situations in a calm and discreet manner.
• Excellent organizational and time management skills with strong attention to detail.
• MS Office proficiency required.
• Positive attitude and eagerness to learn and grow in a dynamic environment.
• Experience demonstrating a high level of discretion with confidential information.

We are committed to creating an inclusive and accessible workplace. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please inform us and we will work with you to meet your needs in a timely and respectful manner.

Job Type: Full-time

Pay: $60,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Application question(s):

• Are you fluent in Spanish - written and spoken?
• Do you have experience using ERP systems?
• Do you have experience using CRM systems?
• Do you have hands on customer service experience in an industrial/manufacturing environment?

Work Location: In person