FROMM Packaging - Customer Service Representative

Customer Service Representative

FROMM Packaging Canada, a leader in industrial packaging solutions, is the Canadian subsidiary of the FROMM Group – a global manufacturer of innovative packaging systems, materials, and services. With a strong commitment to quality, customer satisfaction, and sustainability, we provide strapping, stretch wrapping, protective packaging equipment, and consumables to a wide range of industries across Canada.

We are seeking a dedicated, customer-focused Customer Service Representative (CSR) to join our growing team. The CSR will serve as the primary point of contact for our customers and distributor partners in the region, delivering exceptional service by processing orders, providing product information, resolving issues, and supporting sales initiatives.

Together we offer a compensation package like no other.

• Competitive salary
• Flexible work hours
• Extensive benefits package
• Growth opportunities within the company
• An opportunity to work with one a company you can be proud of
• Proficient in Microsoft Office (Outlook, Excel, Word) with experience in ERP systems such as QuickBooks and Microsoft Dynamics; familiarity with HUBSPOT CRM is an asset.
• Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Excellent communication skills in English; French is a strong asset but not required.
• Ability to work independently in a remote environment while maintaining strong collaboration with team members.

Key Responsibilities

• Respond to customer inquiries by phone, email, and CRM regarding product availability, pricing, and order status.
• Accurately process customer orders in the ERP system, ensuring compliance with policies and lead times.
• Proactively communicate with customers on backorders, delivery dates, and any order changes.
• Support regional sales representatives and distributors by preparing quotes, sharing product details, and following up on open opportunities.
• Work with the logistics team to coordinate deliveries, resolve shipping issues, and manage returns or complaints.
• Build strong relationships with distributor partners by understanding their needs and offering timely solutions.
• Keep customer account information up to date in both CRM and ERP systems.
• Log service requests and coordinate with the technical team as needed.
• Participate in regular team meetings and contribute ideas to improve customer experience and internal processes.
• Perform general administrative duties as required.

Knowledge, Skills and Abilities

• Experience in customer service or inside sales role, preferably in an industrial, distribution, or manufacturing environment will be an influential factor.
• Possess a valid driver's license and reliable vehicle.
• Ability to attend trade shows on an as needed basis.
• Customer-oriented mindset with a proactive and solution-focused approach.

Thank you for your interest in our position. Only those applicants that are selected for interviews will be contacted. Please do not contact the company directly. We are committed to providing equal opportunities for persons with disabilities. Accommodation is available at all stages of the recruitment process, at the candidate's request. Please note that your application and any related materials you provide may be processed, stored, reviewed, or otherwise used by systems in our recruitment selection process that may interact with AI tools. This includes any AI integrated functions that may be utilized by the job board through which you applied to our position.