Customer Service Representative – Medical Device Industry

About the role

We are a small ISO‑registered medical‑device manufacturer in North York seeking a self‑motivated Customer Service Representative to join our dynamic team. This full‑time, day‑shift position involves handling customer inquiries, preparing quotations, and supporting order processing.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone and email regarding product availability, pricing, order status, and general questions.
• Prepare and issue detailed quotations for customers based on their specifications and needs.
• Provide technical support and guidance to dealers, distributors and end‑users regarding our products.
• Generate and distribute daily sales reports to keep the team informed of sales performance.
• Create and maintain accurate customer records within SAP to ensure a streamlined order process.
• Process customer orders and returns accurately, ensuring compliance with company policies and procedures.
• Maintain up‑to‑date knowledge of our products, services, and promotions to provide accurate information to customers.
• Collaborate with the production and logistics teams to help coordinate timely delivery.
• Address and document customer complaints and issues, implementing effective resolution strategies.
• Identify and escalate complex issues to management as needed while following up to ensure resolution.
• Assist in developing and improving customer service procedures and processes.

Required profile

• High school diploma or equivalent; associate’s degree or higher preferred.
• Previous experience in customer service, particularly in a manufacturing or technical setting is advantageous.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Proficient in using customer service software and Microsoft Office Suite.
• Self‑motivated team player with the ability to effectively multitask in a fast‑paced environment.
• Friendly and professional phone demeanor.
• Flexible availability, with willingness to work until 7 pm occasionally.
• Comprehensive technical knowledge of all products offered by the company.
• Familiarity with SAP Business One is an asset.
• Exceptional oral and written communication skills, demonstrating clarity and professionalism.
• Strong attention to detail and excellent organizational skills.

Required skills

• SAP Business One
• Microsoft Office Suite (Outlook, Word, Excel)

What we offer

• Competitive salary $46,000–$47,000 per year.
• Accessible workplace in accordance with the Accessibility for Ontarians with Disabilities Act.
• Opportunity to grow within a fast‑growing medical‑device company.