Customer Service Representative

Job Description

Job Description

This job is being posted behalf of ABI Ltd's sister site, MECATHERM Canada. ABOUT MECATHERM A pioneer in industrial baking in France, MECATHERM is one of the world leaders in industrial baking equipment and number one in industrial baguette production lines. Since 1964, MECATHERM has been designing and manufacturing automated ovens, machines and automatic lines, exclusively for industrial customers in the bakery and pastry sector. The group has installed more than 850 automatic lines currently in operation in more than 70 countries on five continents and generates 92% of its sales internationally. It devotes a large part of its activities to research as well as development while maintaining a direct technical and commercial relationship with its customers. OUR OFFER 🤝 Our leading position in the market is the result of the expertise and know-how of more than 400 employees. The variety of job opportunities within our company are as wide as the bakery products that we can make with our equipment : project managers, business managers, technicians, etc. Our activity is geared towards the international market. The company’s constant evolution will give you many opportunities to take up new challenges and to grow. Key Responsibilities 1. Customer Support & Relationship Management

• Process customer requests related to retrofits, spare parts, audits, training, maintenance, and technical assistance.
• Assess customer needs and determine the appropriate level of urgency.
• Ensure clear, consistent, and professional communication with customers.
• Handle customer disputes with support from management.
• Maintain strong customer relationships and ensure a high level of customer satisfaction.
• Provide support during emergencies and oversee the service process through to resolution.
• Collect customer feedback and contribute to continuous improvement by sharing lessons learned. 2. Order & Service Management
• Identify required parts and solutions in coordination with the Spare Parts teams (MECATHERM France and / or ABI).
• Recommend spare parts to be stocked based on criticality and installed base data.
• Contribute to assessing and qualifying the criticality of parts and items.
• Follow up on service and spare parts offers to support increased order intake.
• Process customer orders accurately, ensuring correct billing and delivery information, quantities, pricing, and Incoterms.
• Provide customers with order status updates and follow up on outstanding payments. 3. Logistics & Coordination
• Monitor and coordinate logistics services between Europe and North America.
• Maintain ongoing communication with internal and external stakeholders to prevent and resolve delivery delays.
• Coordinate and support travel arrangements for technical interventions in North America and France.
• Collaborate closely with cross-functional teams, including Finance, Logistics, and Procurement. 4. Team Support & Internal Contribution
• Provide backup support to colleagues during absences to ensure continuity of service.
• Share knowledge and best practices to strengthen team expertise.
• Perform additional duties as assigned by MECATHERM Management in support of organizational effectiveness and customer satisfaction. Qualifications & Skills
• Experience in customer service, after-sales support, or order management (industrial or technical environment preferred).
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in a cross-functional and international environment.
• Strong attention to detail and problem-solving skills.
• Customer-focused mindset with the ability to handle urgent or high-pressure situations.
• Proficiency with ERP systems and Microsoft Office (Excel, Outlook, Word).
• Bilingualism (English / French) is an asset. Like what you’re hearing so far, but still wondering if MECATHERM Canada is the right for you?  We offer :
• A competitive salary and benefit package;
• Employer paid benefits
• Annual healthcare spending account and wellness spending account
• Goodlife Gym Membership discount
• Pension match
• Working in a multi-cultural and global organization;
• Ongoing on-the-job learning and development;
• Monthly employee appreciation events;
• Working with innovative technology and with an industry leader. At MECATHERM Canada we are committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive and accessible working environment, in accordance with the provisions of the Ontario Human Rights Code (the “Code”) and the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”).  MECATHERM Canada fully supports the intent of the AODA and its goal of achieving accessibility for Ontarians with disabilities with respect to Customer Service, Information and Communications and Employment.  MECATHERM Canada. offers attractive compensation packages and a dynamic and challenging work environment.  We thank you in advance for your application, but only those selected for interview will be contacted.