Job Description

POSITION TITLE

Customer Service Representative

REPORTS TO

Director of Operations

LOCATION

Brampton, ON

WHO WE ARE

A time-tested pedigree in design, development, project management and high-quality manufacture, Horstman is the pre-eminent mobility solution provider in the global heavy armoured and tracked vehicle suspension market.

Our commitment to innovation, quality, and excellence drives our success and our ability to support armed forces around the world.

We design and manufacture suspension components for wheeled and tracked military vehicles and off-highway machines used in construction, forestry, mining and agriculture. These components include passive and semi-active dampers and hydro pneumatic struts. Horstman Canada is a CGRP-registered corporation and is a RENK group company.

POSITION SUMMARY

We are seeking a detail-oriented Customer Service Representative to act as a key liaison between customers, production, logistics, and sales teams. This role ensures accurate order processing, timely communication, and high levels of customer satisfaction within a manufacturing environment.

This is a full-time, on-site role located in Brampton, ON. The day-to-day responsibilities include addressing customer inquiries, providing exceptional support to ensure customer satisfaction, and resolving issues efficiently. You will play a critical role in maintaining a positive customer experience by managing communications and delivering timely assistance across various channels.

REPORTING RELATIONSHIP

In this position you will be reporting to the Director of Operations

KEY DUTIES AND RESPONSIBILITIES

Receive, review, and process customer orders accurately

Coordinate with production planning, warehouse, and logistics teams to meet delivery schedules

Communicate order status, lead times, delays, and shipment details to customers

Handle customer inquiries related to pricing, product specifications, availability, and delivery

Manage order changes, cancellations, and returns in coordination with internal teams

Maintain accurate customer and order records in ERP/CRM systems

Address customer complaints and resolve issues related to quality, delivery, or documentation

Prepare and share order confirmations, invoices, and shipping documents

Support the sales team with customer data and order-related reports

Ensure compliance with company policies, quality standards, and contractual requirements

TECHNICAL & SOFT SKILLS

Strong negotiation and contract management skills

Excellent analytical, problem solving and decision-making abilities

Ability to work independently and as part of a team

Ability to work within a multi-national defense company with a multicultural, global customer base.

Professionally work with customers and team members: Lead with empathy, Lead by example

Willingness to own and be accountable for the work involved

Strong communication and coordination skills

High attention to detail and accuracy

Problem-solving and conflict-resolution skills

Proficiency in MS Office (Excel, Word, Outlook)

Ability to work cross-functionally with production, planning, and logistics team

Positive attitude with a commitment to continuous improvement

KNOWLEDGE & ABILITY REQUIRED

Experience in manufacturing preferred

Ability to travel internationally

Holds a valid Driving Licence

Holds security clearance or the ability to obtain

Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits:

Dental care Employee assistance program On-site parking RRSP match Vision care
Work Location: In person