Customer Service Representative

Summary

As part of a small, collaborative team, the Customer Service & Sales Support Coordinator plays a key role in delivering exceptional service to our customers and supporting sales initiatives. This position combines customer service and sales support responsibilities, requiring strong organizational skills, attention to detail, and a proactive approach.

At Rettenmaier Canada Inc. we value shared ownership, and while each team member has defined responsibilities, we encourage flexibility and collaboration to support one another during peak periods, absences, or urgent customer needs.

Duties and Responsibilities

Customer Service

• Communicate with customers regarding order placement, status updates, and issue resolution on B2B business environment.
• Process orders in ERP software (SAP Business One or similar).
• Coordinate dispatch from warehouse and manage customer invoicing.
• Provide supporting documentation and respond to customer inquiries.
• Document and manage complaints and corrective actions.

Sales Support

• Process sample requests and product change communications.
• Maintain price lists and assist with reporting and presentations.
• Coordinate promotional materials and selling tools.
• Support marketing initiatives such as e-blasts and social media updates.
• Coordinate travel arrangements for sales-related activities and special projects.

Administrative & Team Support

• Assist with general office tasks (courier, mail, upkeep).
• Collaborate with colleagues to ensure smooth operations and shared success.
• Provide occasional after-hours or emergency support as needed to meet customer requirements and business demands.

Flexibility Clause

• Perform any additional tasks or special projects assigned by management, such as attending tradeshows or supporting company events.

Qualifications

• Experience on Pharma Ingredients and/or Pharmaceutical, Nutraceutical industries in Canada will be an asset to be consider for this role.
• Excellent verbal and written English; French an asset.
• Bachelor’s or college degree in business, science, or related field, minimum +4 years in a customer-facing role.
• Strong Microsoft Office skills (Excel proficiency an asset).
• Experience with ERP systems (SAP Business One preferred).
• Problem-solving mindset, attention to detail, and ability to manage competing priorities.
• Professional, patient, and collaborative demeanor.
• Ability to work independently and as part of a cross-functional, interdependent team.
• Legally entitled to work in Canada.

Benefits

• Comprehensive benefits package (after 3 months).
• RRSP employer match program (after 3 months).
• Office-based position in Markham, ON.
• Opportunity to grow within a global organization with a strong sustainability and innovation culture.
• The salary range provided is indicative. Final compensation will be based on the successful candidate’s experience, qualifications, and demonstrated skills.