About Plastruct Polyzone
Plastruct Polyzone is a Canadian industrial plastics distributor, fabricator, and machine shop with more than 25 years of experience serving customers across a wide range of industries.
We help companies improve the efficiency, reliability, and performance of their operations through engineered plastic solutions. Our capabilities include bulk material handling and wear solutions, custom-machined plastic components, plastic fabrication, and the distribution of industrial plastic sheets, rods, tubes, and related materials.
Our team is built around dependable service, practical solutions, and strong customer relationships. We take pride in being a trusted and reliable supplier that understands our customers' requirements and works with them to identify the right solution for their application.
Main Scope
Serve as Plastruct Polyzone's front door and first human point of contact, delivering immediate, knowledgeable, and solution-driven support. The Customer Service Representative owns inbound communication and repeat-order execution while acting as a stabilizing link between customer urgency and operational reality. The role requires professionalism, composure, accuracy, and sound judgment when handling urgent, upset, or high-follow-up customers, with a focus on realistic commitments and a consistently strong customer experience.
Detailed ResponsibilitiesFirst-Point-of-Contact & Phone Ownership
- Answer incoming phone calls promptly and professionally during business hours.
- Ensure customers are connected quickly with a knowledgeable team member who can assist them.
- Manage the customer service email inbox and respond to inquiries in a timely and professional manner.
- Greet and assist walk-in customers courteously and efficiently.
Customer Engagement & Relationship Management
- Build rapport through attentive, respectful, and solution-focused communication.
- Understand customer needs, applications, timing, and constraints sufficiently to guide routine requests and identify when additional technical or sales support is required.
- Maintain accurate customer records, interaction notes, quotes, and order information in SAP.
- Represent Plastruct Polyzone as approachable, competent, reliable, and responsive at all times.
- Maintain professionalism and composure when handling urgent, dissatisfied, or high-follow-up customers.
Repeat Order Processing & Sales Support Execution
- Own the entry and processing of repeat orders for Outside Sales and Senior Sales staff, acting as the execution arm for Sales to support speed, accuracy, and consistency.
- Process inbound phone, email, website, and walk-in orders accurately and efficiently.
- Verify repeat-order details, including customer and ship-to information, material type, size and specifications, quantities, approved pricing, shipping method, and delivery requirements.
- Enter repeat sales orders into SAP accurately and efficiently.
- Send order confirmations and communicate projected finish or delivery dates to customers and Sales as required.
- Follow up on open customer inquiries, outstanding information, order changes, shipping questions, and other order-related action items.
Product Knowledge & Application Support
- Develop and maintain strong working knowledge of Plastruct Polyzone's product lines, materials, sizes, and standard services.
- Understand common real-world applications well enough to support routine inquiries and recognize when technical guidance is required.
- Clearly explain standard product features, benefits, performance expectations, and known limitations based on approved information.
Internal Coordination, Shipping & Transactions
- Coordinate with Sales, Purchasing, Production, Shipping, and other internal teams to help ensure customer commitments are understood and met.
- Communicate availability, realistic lead times, delays, order status, and delivery information clearly and accurately.
- Quote shipping using approved carriers and online tools, including FedEx, Day & Ross, and other approved providers.
- Process credit card transactions accurately through approved terminals and SAP, following payment-security and documentation requirements.
- Assist customers with shipping documentation, delivery questions, and general account inquiries.
Customer Follow-Up
- Follow up internally to support timely resolution of customer concerns.
- Maintain ownership of the customer experience through resolution and closure, while coordinating with the responsible internal owner.
Documentation, Quality & Brand Stewardship
- Maintain accurate, complete, and timely records of customer interactions and transactions.
- Follow company SOPs related to order entry, quoting, payments, customer communication, and non-conformance handling.
- Protect the confidentiality of customer, pricing, and payment information.
- Uphold Plastruct Polyzone's reputation for human-first, knowledgeable, and reliable service.
Qualifications & Skills
- Two or more years of customer service, sales support, order entry, or related experience is preferred.
- Previous experience in a B2B, industrial, manufacturing, distribution, or technical-product environment is an asset.
- Strong verbal and written communication skills in English are required.
- Professional phone and email etiquette, active-listening skills, and the ability to de-escalate difficult interactions.
- Strong attention to detail when processing orders, pricing, quantities, part numbers, specifications, and customer information.
- Ability to multitask, prioritize requests, manage follow-up items, and remain composed under pressure.
- Comfort working with measurements, quantities, pricing, shipping details, and basic calculations.
- Proficiency with Microsoft Office and general computer systems; experience with SAP Business One or another ERP system is an asset.
- Ability to collaborate effectively across Sales, Production, Purchasing, Shipping, Engineering, and other internal functions.
- Secondary school diploma or equivalent is preferred.
- Ability to communicate professionally in French is a strong asset but is not required.
What We Offer
- Competitive hourly compensation of CA$23.00 - CA$25.00 per hour, based on experience.
- Full-time, permanent employment.
- Monday-Friday schedule, 7:30 a.m.- 4:30 p.m.
- Group benefits available after six months of employment.
- Business-casual work environment.
- On-the-job training and exposure to the industrial plastics and manufacturing industry.
- Opportunity to develop knowledge of engineered plastics, industrial applications, SAP, and B2B customer service.
- Company lunches and employee events throughout the year.
Additional Details
- Work location: In person - 143 Birchs Road, North Bay, ON P1B 8Z4.
- Reliable transportation to and from the North Bay facility is required.
Pay: $23.00-$25.00 per hour
Work Location: In person
