Customer Service Representative

Willard Manufacturing - Mississauga, ON (30+ days ago)

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Willard Manufacturing, Inc. is a premier contract manufacturer of health and beauty care products.

The Customer Service Representative (CSR) will act as the ambassador of the company to the assigned customers. As the first point of contact, the CSR will provide exceptional customer service and administrative support, and will communicate effectively with both parties to ensure orders are shipped on time.

Core Responsibilities:


  • Review, process, and manage all orders. Ensure the details are accurate (example: pricing, items, dates, lead times, ship to address, etc.)
  • Update order delivery dates and status as required
  • Managed 3rd party logistics/carriers by providing shipping documentations and arranging delivery dates to ensure orders are being shipped on time
  • Ensure required information is provided to accounting to invoice shipped orders in a timely manner
  • Send Order Acknowledgement back to Customer within 24 hours of receipt of P.O.
  • Manage open order report to ensure stock will be available (inventory management).
  • Verify production completion times to coordinate with logistics’ shipping dates and customers’ delivery dates
  • Maintain up to date customer profiles, with such things as pricing, items, contact information, processes, etc.
  • Advise management of any unusual increase or decrease in volume.

Customer Service

  • Maintain excellent customer service via phone calls and e-mails to successfully resolve daily issues
  • Monitoring and maintaining account activity for seasonal commitments, new launches, etc.
  • Revising ship dates, lead times, pricing discrepancies, product quantity etc. with customer
  • Responding to inquiries from the customer regarding status of their P.O.
  • Assist with costing of new items
  • Product build/maintenance in Microsoft Dynamics


  • Provide a monthly forecast by item and customer
  • Create new production work orders based on forecasts

Production Scheduling

  • Attend daily production meetings to stay up-to-date on status of production orders
  • Work with production staff to ensure any insufficient inventory needed to fill orders is made on time
  • Coordinate with sales and production to accurately schedule new production orders

Education and Experience:

  • Post-Secondary Education
  • Minimum of 1-3 years of experience as a customer service rep (preferred CPG manufacturing)


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

-Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations. Ability to write reports, business correspondence. Ability to effectively present information and respond to questions from groups of managers, colleagues, and customers.

-Ability to solve practical problems and deal with a variety of circumstances. Ability to interpret a variety of instructions delivered in written, oral, diagram, or schedule form.

*Please Note: At this time, this role will not be eligible for benefits*

Willard Manufacturing welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Type: Full-time

Salary: $35,000.00 to $45,000.00 /year


  • Bachelor's Degree (Preferred)