Customer Service Representative

Company Introduction:

Arrow Machine and FabricationGroup is an engineering-focused solution provider of machined castings fabrications and assemblies.

We serve OEM customers in the rail material handling mining defense heavy truck agriculture power systems construction nuclear engineered products architectural and forestry industries.

We have access to the broadest range of metalwork solutions in the world through our elite group of companies. Arrow focuses on providing innovative design quality craftsmanship and exceptional customer service.

Group Division:

For more than 45 yearsArrow Off Road Guelph division has been a supplier of choice for OEM customers in the Material Handling Rail Construction Forestry Agriculture Mining and Defense industries. With operations in both Canada and China our focus is on safety quality delivery cost and the environment. Our mission of good parts on time along with strong customer relationships and company performance will continue our history of growth.

Compensation Range:$52000 up to $70500 annually

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact between customers and the manufacturing operation. This role is responsible for managing orders coordinating with internal departments (production shipping and planning) and ensuring the timely and accurate delivery of products while maintaining high customer satisfaction.

Primary Responsibilities:

• Process and manage customer orders from entry through delivery
• Communicate order status lead times and any delays to customers
• Coordinate with production scheduling and shipping teams to meet delivery timelines
• Handle customer inquiries concerns and complaints in a professional and timely manner
• Maintain accurate customer records pricing and order details in ERP systems
• Monitor inventory levels and back-orders providing updates as needed
• Support continuous improvement initiatives to enhance customer experience
• Assist with forecasting and demand planning based on customer trends
• Ensure compliance with company policies and quality standards
• Ensure on-time delivery performance order accuracy and customer satisfaction scores
• Delivers prompt response time to customer inquiries
• Backorder management

Educational Requirements:

• High school diploma or equivalent (post-secondary education in business or supply chain is an asset)

Required Skills & Expertise:

• Minimum 1 2 years progressive customer service experience within a manufacturing environment or a combination of relevant experience and professional education
• 2 years of customer service experience preferably in a manufacturing or industrial environment
• Experience with ERP systems (Visual)
• Strong communication and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office (Excel Outlook Word)

Equipment/ Tools/ Technology Used:

• MS Office Excel Word & Outlook
• Visual Manufacturing

What We Offer Your Benefits Package

At Arrow were proud to offer a benefits package that supports your health finances and future.

Health & Wellness

• Health dental and vision coverage from day one!
• Virtual healthcare with Lumino Health
• Employee and Family Assistance Program (Homewood Health)
• Fitness membership discount
• Work boots and prescription safety glasses program

Financial Benefits

• Automatic Enrollment in Company-Paid Deferred Profit Sharing
• RRSP Match Program
• Life and travel insurance for you and your family
• Profit Sharing
• Employee Discount Program

Time Off & Culture

• Three weeks vacation days to start
• Regular company events and team activities
• Supportive inclusive workplace culture

Career Growth

• Tuition reimbursement for job-related education and training

Arrow is committed to diversity and inclusion. We provide accommodations throughout the recruitment process in line with the Human Rights Code and Accessibility for Ontarians with Disabilities Act.

Candidates please note we do not use AI for application screening.

Disclaimer: Only emails from are official. Any other contact is unauthorized.

Required Experience:

Unclear Seniority