Customer Service Representative

About Questek

Questek has been a staple of the Elgin community for the last 40 years. Questek specializes in the design development and manufacturing of innovative controls, actuators, lighting and electronic systems for a broad range of industries. Our organization prides itself on being adaptive to our customers’ changing needs and ensuring we act as a trusted partner for their businesses. We’ve added several capabilities over the years to ensure that we grow alongside our customers and deliver on our exceptional reputation. We build relationships for the long-term, and our employees are no different. Many of our team members have been with us for several decades. The long-term trust and relationships we have built is part of our competitive advantage and we are looking for new faces to join our team. Questek is growing and we are looking for candidates that can join the organization to help fuel that growth. We value Integrity, Customer Relationships, Quality, Problem Solving, Employee Empowerment and Community. Our employees reflect these values and we’re looking for candidates to take the next step in their careers with us as we live these values.

About the Team

The Customer Service team reports up to the Operations Manager. This team is responsible for processing all incoming inquiries, request and questions from customers and facilitating conversation between organizations. They are detail oriented and thorough to make sure that our customers receive the highest level of service and always feel confident in our partnership. By bridging the gap between customer organizations and our own, this team ensures that we can continue to build our relationships and find new opportunities to expand on the work we do together. The team is closeknit and works with people across the organization so there are many opportunities to learn and develop your skills.

About the Role

We are seeking a quick learner and detail-oriented candidate for our Customer Service Representative (CSR) role. This person plays an important role by managing Customer requests and coordinating internal activities. They assist with preparing and managing customer quotations, responding to customer inquiries, processing orders, coordinating with internal departments and building relationships with our customer teams. The CSR is responsible for ensuring customer satisfaction and providing timely, accurate and professional service throughout the order life cycle. It’s critical that they have a keen eye for small details and ability to recognize patterns in customer behaviour. An ideal candidate will be able to blend the previously mentioned skills with a proficient expertise in Excel and ERP software to complete their work efficiently and ensure that we maintain a reasonable delivery timeline for our customers. Previous experience in this type of role, or in the electronics or manufacturing industries, is strongly preferred.

Key Responsibilities

• Serve as the primary point of contact for assigned customers and respond to inquiries regarding orders, lead times, pricing, and product information.
• Provide proactive updates on order status, delays, or issues.
• Handle customer concerns or complaints with professionalism and coordinate resolutions.
• Enter and maintain customer purchase orders in the ERP system.
• Verify order details against customer requirements and company capabilities.
• Coordinate internally with purchasing, production, and logistics to ensure on-time delivery.
• Monitor backlog and keep customers updated on delivery schedules.
• Coordinate with 3rd party vendors and transportation companies.
• Review customer RFQs (Requests for Quote), including BOMs, drawings, and specifications.
• Work with management, purchasing, and production teams to review/complete quotes and communicate with customers
• Ensure timely delivery of quotes to customers and track down pending internal processes.
• Maintain accurate records of quotes, orders, and customer communications.
• Generate sales/order reports for management as required.
• Support compliance with customer and company quality requirements.
• Provide reception back up coverage during absences (infrequent) as needed, including answering incoming calls, greeting visitors, and directing inquiries.

About You

Qualifications

● Diploma or degree in Business, Supply Chain Management, Electronics or a related field

● Ability to proficiently speak, read and write English

● 2+ years of experience in customer service or purchasing/procurement, preferably in the EMS or electronic manufacturing industry

● Familiarity with Quotation and Customer Service procedures and principles

● Experience working under strict deadlines and ability to manage competing priorities

● Previous experience with ERP/MRP systems and strong Microsoft Excel skills

● Excellent communication, organization and problem-solving skills

● Comfortability with fast paced environments and learning new things

● Ability to work independently and collaboratively in a team environment

Salary Range

The expected wage range for this position is $20 – $28 per hour.

This job posting was made without the use of AI and all applications will be reviewed by our HR team. This posting is for a vacant position. If you have a referral for this role, please confirm your connection at ECI in your application - Thanks!

Pay: $20.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off

Work Location: In person