About Us
Northwestern Systems Corporation, BetterBuilt an Allentown Company is a recognized leader in the design, manufacture, and installation of high-quality products for Life Science environments - including Vivariums and Laboratory Research Facilities - as well as Healthcare applications in Sterile Processing and Surgical Departments. Based in Western Canada, our modern manufacturing facility supports distribution across North America, the UK, and Asia through a network of experienced sales professionals.
Position Overview
We are currently seeking a dedicated and detail-oriented Customer Service Representative (Parts, Service & Technical Support Coordinator) to join our Service & Support team. This pivotal role supports our customer experience by managing inbound inquiries, processing parts orders and warranty requests, generating quotes, coordinating service visits, performing a variety of administrative tasks and ensuring accurate and timely administrative follow-through.
The ideal candidate will bring a strong blend of customer service expertise, order coordination, technical understanding, and organizational efficiency. The ideal candidate is organized, proactive, and thrives in a fast-paced environment where professionalism and communication excellence are key. A proactive and professional approach when interacting with customers, vendors, and internal teams is essential to success in this role.
Key Responsibilities
- Deliver outstanding customer service through timely and professional communication.
- Respond to technical inquiries and support requests for parts promptly and accurately.
- Assist customers by providing product information, pricing, and order placement and accurate information regarding product availability
- Process parts orders and warranty claims in a timely manner.
- Log all customer inquiries on a daily basis
- Handle customer concerns, complaints, and Return Material Authorizations (RMAs)
- Coordinate service calls and preventive maintenance calls with field technicians. Dispatch field technicians to sites.
- Collaborate with the Procurement team to confirm part lead times and availability.
- Collaborate with Shipping to ensure accurate and prompt dispatch of orders.
- Track production progress of manufactured parts and maintain regular updates ensure timely delivery.
- Provide Quality Assurance inspection on manufactured parts orders.
- Support the Project Management & Service & Support team with various administrative functions.
Qualifications and Skills
- Minimum 2 years of experience in a customer service role, preferably in parts coordination and technical support.
- Experience in inventory coordination, order processing, or service dispatch is an asset.
- Excellent interpersonal, verbal, and written communication skills. Must be fluent in English.
- Experience in Technical Communication. Is able to communicate by email in a organized manner (i.e. bullet points). Is able to produce spreadsheets to capture and present information.
- Confident and professional when dealing with internal and external stakeholders.
- Handles criticism in the work environment
- Quick to learn, adapt and be flexible to new systems, tools, and processes.
- Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); ERP system experience is recommended
- Highly organized, with strong attention to detail and time management abilities.
- Able to multitask, prioritize, and work efficiently in a fast-paced environment.
- Demonstrates initiative, reliability, and a solution-oriented mindset.
- Resourceful, proactive, and committed to customer satisfaction.
- Ability to work both independently and collaboratively in a team setting.
- High School Diploma or equivalent required; post-secondary education or technical training is an advantage and recommended.
Why Join Us?
At Northwestern Systems Corporation, you’ll be part of a forward-thinking organization where innovation, quality, and customer service excellence drive everything we do. We foster a supportive team culture and offer opportunities for professional development in a growing company.
Apply Today
If you’re a motivated professional with a passion for customer service and coordination, we’d love to hear from you. Submit your application and take the next step in your career with Northwestern Systems Corporation.
Pay: $50,000.00-$55,000.00 per year
Experience:
- outstanding customer service : 2 years (required)
- parts orders and warranty claims : 2 years (required)
- customer concerns, : 2 years (required)
- Project Management & Service & Support team: 2 years (required)
Work Location: In person
