Job Description

Customer Service Representative

At Diebec, we've been delivering precision, quality, and innovation in die and tool manufacturing for over 30 years. Specializing in folding boxes, corrugated cardboard, and merchandise displays, we offer cutting-edge solutions including flatbed cutting dies, steel/phenolic counterparts, embossing tools, and more. Our investments in state-of-the-art technology, including laser and water-cutting machines, help us deliver unmatched quality to our customers. Join our team and be part of a company where tradition meets technology.

Position Overview:

We are seeking a detail-oriented and customer-focused Customer Service Representative to be the first point of contact for our clients. In this role, you will play a key part in building long-term relationships by ensuring customer satisfaction through timely communication, accurate order processing, and proactive problem-solving.

Key Responsibilities:

Serve as the primary point of contact for customers, providing timely and professional responses to inquiries via phone, email, and in person Process incoming orders and coordinate with production and technical teams to ensure accurate and timely delivery Provide quotes and updates on pricing, lead times, and product details Maintain and update customer records in the CRM system Liaise with the design and manufacturing teams to clarify technical specifications and customer needs Monitor open orders, follow up on production timelines, and keep customers informed of any changes Handle and resolve customer complaints or issues with professionalism and urgency Support the sales team with customer insights, trends, and account information Schedule jobs into the production workflow, balancing capacity, and lead time requirements. Coordinate with internal departments to ensure alignment between production, shipping, and customer deadlines. Organize and manage outgoing shipments, including preparing shipping documents, and scheduling couriers when required. Track and confirm deliveries and proactively address delays or delivery issues.
Qualifications:

2+ years of experience in a customer service, order processing, or inside sales role (manufacturing or technical industry experience preferred) Excellent communication skills in both English and French (verbal and written) Strong attention to detail and organizational skills Proficiency with MS Office and familiarity with ERP or CRM systems Ability to work collaboratively with cross-functional teams Interest in technical or manufacturing environments is an asset
What We Offer:

A supportive team culture rooted in experience, innovation, and quality Opportunity to work with leading-edge technology and a well-respected name in the industry Competitive compensation package On-the-job training and continuous development opportunities
Job Types: Full-time, Permanent

Schedule:

8 hour shift Day shift Monday to Friday
Ability to commute/relocate:

Toronto, ON M1S 3R2: reliably commute or plan to relocate before starting work (preferred)
Education:

Secondary School (preferred)
Work Location: In person