Cust. Care Rep - Order Management & Key Account Support (Hybrid)
Top Benefits
About the role
Amhil North Americais a privately held Thermoforming Plastics Packaging company focused on delivering Best Value to our customers and partners. We provide smart, safe and sustainable packaging solutions for the consumer, industrial and foodservice industries in North America and Europe.
Over the past twenty years, Amhil has expanded its product offering to include drinking cups, portion cups and food packaging and now includes products that are 100% recyclable, produced with recycled content and available as carbon neutral.
Amhil North America is part of the Wentworth Technologies group of companies.
Overview
Reporting to the Customer Experience Manager, the Customer Care Representative (CCR) plays a vital role in supporting Amhil’s sales and service objectives by processing customer orders accurately, proactively reaching out to customers, preparing product quotations, and delivering exceptional service to high-value (“A”) customers. This role also manages “B” customer relationships efficiently to ensure satisfaction and retention while promoting our e-commerce and inside sales channels.
Roles & Responsibilities
Order Processing & Data Management
- Accurately enter customer purchase orders into the company’s ERP system (Macola) in a timely manner.
- Verify order details including product codes, pricing, quantities, and shipping instructions before processing.
- Monitor order status and proactively communicate any changes, delays, or back orders to customers.
- Maintain accurate and up-to-date customer records, including contact information, order history, and account notes.
Customer Engagement & Communication
- Provide the highest level of service to “A” customers, acting as their primary contact for orders, product information, and issue resolution.
- Proactively call out to customers to confirm orders, follow up on quotations, and provide updates on new products or promotions.
- Manage “B” customer accounts efficiently, ensuring consistent follow-up while encouraging adoption of the e-commerce platform.
- Build and maintain positive relationships through professional, courteous, and solution-oriented interactions.
Quotations & Pricing Support
- Prepare and send product quotations to customers promptly and accurately.
- Collaborate with Sales to ensure quotes reflect current pricing, promotions, and strategic account objectives.
- Follow up on quotations to convert opportunities into confirmed orders.
Issue Resolution & Service Excellence
- Investigate and resolve customer issues related to orders, shipments, product quality, or billing.
- Coordinate with internal departments (Sales, Production, Logistics) to ensure on-time and accurate delivery.
- Track and escalate unresolved issues as necessary to ensure customer satisfaction.
Account Management & Growth
- Understand the unique needs of “A” customers and proactively identify ways to add value.
- Monitor “B” customer accounts for order frequency, product mix, and potential upsell opportunities.
- Assist in transitioning appropriate “B” customers to the inside sales team and/or e-commerce platform.
What we're looking for
- A Great Attitude!
- 3+ years of experience in customer service, preferably in a manufacturing, distribution, or B2B environment.
- Strong order-entry skills with attention to detail and accuracy.
- Proficiency with ERP systems (Macola experience an asset) and Microsoft Office Suite.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving mindset with a focus on delivering solutions and customer satisfaction.
- Team-oriented, collaborative, and adaptable to change.
What we offer
- Competitive Compensation and Benefits Package.
- Participation in our Profit Sharing Program (FT employees).
- Pension Plan (DCP) after 1 Year of Service (FT employees).
Application Process
This position is open to applicants legally authorized to work in Canada.
Amhil North America provides equal opportunities for all applicants and is committed to fostering an inclusive and accessible environment. Accommodation is available on request for candidates taking part in all aspects of the selection process.
We thank all applicants for their interest however only those candidates selected for an interview will be contacted.
Cust. Care Rep - Order Management & Key Account Support (Hybrid)
Top Benefits
About the role
Amhil North Americais a privately held Thermoforming Plastics Packaging company focused on delivering Best Value to our customers and partners. We provide smart, safe and sustainable packaging solutions for the consumer, industrial and foodservice industries in North America and Europe.
Over the past twenty years, Amhil has expanded its product offering to include drinking cups, portion cups and food packaging and now includes products that are 100% recyclable, produced with recycled content and available as carbon neutral.
Amhil North America is part of the Wentworth Technologies group of companies.
Overview
Reporting to the Customer Experience Manager, the Customer Care Representative (CCR) plays a vital role in supporting Amhil’s sales and service objectives by processing customer orders accurately, proactively reaching out to customers, preparing product quotations, and delivering exceptional service to high-value (“A”) customers. This role also manages “B” customer relationships efficiently to ensure satisfaction and retention while promoting our e-commerce and inside sales channels.
Roles & Responsibilities
Order Processing & Data Management
- Accurately enter customer purchase orders into the company’s ERP system (Macola) in a timely manner.
- Verify order details including product codes, pricing, quantities, and shipping instructions before processing.
- Monitor order status and proactively communicate any changes, delays, or back orders to customers.
- Maintain accurate and up-to-date customer records, including contact information, order history, and account notes.
Customer Engagement & Communication
- Provide the highest level of service to “A” customers, acting as their primary contact for orders, product information, and issue resolution.
- Proactively call out to customers to confirm orders, follow up on quotations, and provide updates on new products or promotions.
- Manage “B” customer accounts efficiently, ensuring consistent follow-up while encouraging adoption of the e-commerce platform.
- Build and maintain positive relationships through professional, courteous, and solution-oriented interactions.
Quotations & Pricing Support
- Prepare and send product quotations to customers promptly and accurately.
- Collaborate with Sales to ensure quotes reflect current pricing, promotions, and strategic account objectives.
- Follow up on quotations to convert opportunities into confirmed orders.
Issue Resolution & Service Excellence
- Investigate and resolve customer issues related to orders, shipments, product quality, or billing.
- Coordinate with internal departments (Sales, Production, Logistics) to ensure on-time and accurate delivery.
- Track and escalate unresolved issues as necessary to ensure customer satisfaction.
Account Management & Growth
- Understand the unique needs of “A” customers and proactively identify ways to add value.
- Monitor “B” customer accounts for order frequency, product mix, and potential upsell opportunities.
- Assist in transitioning appropriate “B” customers to the inside sales team and/or e-commerce platform.
What we're looking for
- A Great Attitude!
- 3+ years of experience in customer service, preferably in a manufacturing, distribution, or B2B environment.
- Strong order-entry skills with attention to detail and accuracy.
- Proficiency with ERP systems (Macola experience an asset) and Microsoft Office Suite.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving mindset with a focus on delivering solutions and customer satisfaction.
- Team-oriented, collaborative, and adaptable to change.
What we offer
- Competitive Compensation and Benefits Package.
- Participation in our Profit Sharing Program (FT employees).
- Pension Plan (DCP) after 1 Year of Service (FT employees).
Application Process
This position is open to applicants legally authorized to work in Canada.
Amhil North America provides equal opportunities for all applicants and is committed to fostering an inclusive and accessible environment. Accommodation is available on request for candidates taking part in all aspects of the selection process.
We thank all applicants for their interest however only those candidates selected for an interview will be contacted.