Customer Service Rep

POSITION TITLE:               Customer Service Representative

LOCATION:                         Sudbury, ON


The Customer Service Representative acts as first contact with, and liaison between, MacLean Engineering and the Customers (internal and external), in all matters related to Aftermarket Sales, Field Services, Technical Services, Training and general inquiries.


  • In a friendly but professional manner, represent MacLean Engineering as the first point of contact with our Customer (external and internal) and ensure a timely and satisfactory response to requests for product, service or technical support and/or requests for quotation.
  • Provide product and service assistance to our customers, with an emphasis placed upon up-sell of additional and/or premium products and services.
  • Prepare quotations and enter sales orders into MRP as per Customer request.  Prepare and distribute invoices. Follow up on outstanding quotations at prescribed intervals, with a keen focus on quotation hit-miss ratio.
  • Collect, compile and report-out of KPI data as requested by the Management team.
  • Provision of “remote” (on a rotating schedule) after-hours parts support, and after-hours coordination of product, service and technical support may also be required.
  • Participate in daily Customer Support Team accident prevention, profit improvement, waste reduction, zero defect, 5S and 8D problem solving activities.


The successful candidate must be willing to learn, open-minded and flexible, organized and detail oriented, team oriented, disciplined, and must have a positive attitude, along with the following qualifications:

  • Diploma or Degree in a related discipline preferred
  • Three (3)+ years’ experience in related Customer Service role
  • Possess the ability to effectively interact, communicate and negotiate with people of diverse personality and professional stature, including those with difficult and/or demanding character.
  • Able to plan and prioritize and manage multiple assignments and tasks simultaneously.
  • Able to tolerate ambiguity and stress.
  • Must be creative, able to reason analytically
  • Open to new methods, processes and technologies, and an initiator of improvement.
  • Customer oriented and always demonstrate personal integrity.
  • Possess extensive experience working with Microsoft Office products and MAX MRP (or similar MRP system) as well as being able to interpret, file and maintain handwritten and computer-generated records
  • Bilingualism is an asset (French/English)

MacLean Engineering & Marketing Co. Limited is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (2005).

MacLean Engineering & Marketing Co. Limited will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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