Position: Customer Service Representative – Industrial Chemicals Location: Burlington, Ontario Hybrid/Flexibility policy: We require a minimum presence of 2 days / week in office. Status: Full-time, Permanent Our Industrial Chemicals team is currently looking for a proactive and detail-oriented individual to join our Customer Service team in Burlington, Ontario!

We are currently seeking a Customer Service Representative to support our commercial teams in both the Industrial Chemicals divisions. As a Customer Service Representative, you will play a key role in delivering outstanding customer service by communicating effectively with clients, processing and managing product orders, and ensuring rigorous follow-ups.

You will be responsible for building strong relationships with clients and the sales team to ensure smooth service delivery and optimal customer satisfaction! This role requires strong digital skills, and knowledge of the Manufacturing and/or distribution of chemicals would be a significant asset.

This is a highly collaborative position within a dynamic, solution-oriented environment. We are looking for someone with a positive and professional attitude. Your motivation, enthusiasm, and experience in distribution or manufacturing will be valuable assets to our team.

At Quadra, we put people first so that together, we can reimagine the possibilities. By joining Quadra, you will become part of an organization with over 48 years of experience, committed to its 550+ employees across Canada and the United States. We offer not only a collaborative and engaging culture but also a family-oriented environment, autonomy, and flexibility. Additionally, Quadra is proud to be recognized as one of Canada’s Best Managed Companies for over 21 years and certified as a Great Place to Work®.

About Your Future Team When you join Quadra, you'll be part of a 47+ years old organization that is dedicated to its 550+ employees located in Canada and the United States. We not only offer an engaging and collaborating culture, but also a great family-oriented environment, autonomy, and flexibility. In addition, Quadra is proud to be recognized as one of the Best Managed Companies and certified as a Great Place to Work® overall.

What would be your main responsibilities as Customer Service Representative? Product Order Management

• Support an Account Manager in managing daily relationships for a specific client territory
• Accurately process and manage customer orders in JD Edwards system, ensuring data integrity throughout the order lifecycle
• Monitor and track order status, ensuring timely and accurate updates to customers
• Review and validate purchase order information to ensure compliance with company policies and customer contracts
• Regularly coordinate with logistics, operations (warehouse), and purchasing teams to ensure alignment between customer expectations and operational capabilities (e.g., delivery, goods receipt, quality, etc.)
• Collaborate with the Corporate Quality team to provide and follow up to customers with their requested products documentation (audits, certificates, forms, etc.)
• Maintain regular communication with customers to ensure service quality and satisfaction with goods received
• Collaborate with the Finance team to ensure invoicing tracking (taxes, prices, etc.) as well as payment/credit/receivables.

Customer Relations / Sales Support

• Use Salesforce to track, analyze, and manage customer interactions and activities, ensuring data is updated daily
• Respond promptly to resolve customer inquiries and requests quickly and efficiently
• Manage customers account maintenance activities (in Salesforce), ensuring records are accurate and aligned with client needs
• Collaborate with the commercial team to resolve any customer issues, ensuring smooth communication across departments
• Provide product recommendations and information to help clients make informed purchasing decisions
• Provide detailed feedback to internal team about recurring customer issues or suggestions for improvements.

Other

• Attend training sessions, team meetings, sales/customers meetings to stay aligned with company’s objectives and vision
• Meet or exceed performance metrics such as ‘No errors’’ in shipments, etc.
• Review and interpret weekly and monthly reports to identify trends and areas for improvement

Qualities And Attributes We Are Looking For

• Curiosity and eagerness to understand products, manufacturing processes, technical constraints, etc.
• Strong work ethic and drive to succeed, with essential traits such as compassion, integrity, and honesty
• Desire to work as part of a team and collaborate across different business functions
• Ability to thrive in a fast-paced environment, make quick decisions, and juggle multiple priorities

What qualifications are needed to succeed in this role?

• Minimum 3 years of experience in a Customer Service role in a distribution or manufacturing company, in inventory management or a Sales Support role in the industry
• College diploma in business administration, commerce, or a related field
• Knowledge of and/or passion for the chemicals industry
• Proven experience with systems such as:

• Inventory Management (ERP) such as JD Edwards / SAP
• Customer Relationship Management (CRM) such as Salesforce

• Proficiency with the Microsoft Office Suite including good Excel skills
• Excellent verbal and written communication skills in English
• Knowledge of French would be an asset for this position
• Comfortable and confident communicating with customers via phone and email
• Proven ability to analyze and solve complex problems
• Demonstrated attention to detail and accuracy (for order processing, quotes, client documentation, etc.)

At Quadra, we provide an engaging and supportive culture that fosters collaboration, a family-oriented atmosphere, and a high degree of autonomy and flexibility. You’ll have the chance to be part of a professional, innovative, and fun team within a growing, people-centric organization that has earned Great Place to Work® certification.

Why should you chose us ? Here’s some of the benefits of joining Quadra!:

• Competitive salary and generous performance incentive program
• Comprehensive benefits package including dental, medical, HSA, paramedical, etc.
• Employee wellness initiatives designed to enhance quality of life, including a Wellness Portfolio and virtual wellness and mental health program
• Access to virtual care/telemedicine services for you and your family, offering 24/7 physician availability
• Retirement plan with employer matching and several long-term investment programs
• Generous vacation, personal days and flex days and additional stat holidays !
• Helping each other and having fun are part of our core values!
• A strong company culture build on collaboration, fun and mutual support – core values that define our workplace
• A fully digital environment that embraces innovation
• Strong training programs designed to support your integration to this role
• Opportunities for advancement and professional development; a growing company that focuses on its people!
• Participate in various internal and external trainings
• Possibility of joining various company committees
• Social activities organized by the company
• Employee recognition program (years of service, merit awards, etc.)
• A stable, private, family-owned company with a strong infrastructure and foundation
• Employee assistance program (EAP)
• Employee referral program ($)
• And much more

Compensation Information: The annual base pay range for this position is reasonably expected to be $43,600 to $65,400 . Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as job-related knowledge, skills, education, and experience.

Base salary is only a part of the total rewards package - this role will also be eligible for a generous incentive program and benefits. Quadra’s salary ranges are benchmarked and are determined by role and level. Please note that the base pay shown qualifications, skill level, competencies, and work location.

#quadra1 Quadra supports and values diversity and offer equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status and gender identity. Quadra also welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We recognize that some people do not identify themselves as either male or female. Therefore, whenever possible, we have opted for a gender-neutral wording in a non-discriminatory spirit.