Customer Service Representative

**Current opening for an existing vacancy**

Company Overview:

Tiercon Corp. is an automotive supplier committed to the design, manufacture and assembly of quality exterior trim and assembled systems used as original equipment in the automotive market. Headquartered in Stoney Creek, the plants have design, mold, paint, assembly and testing capabilities. Tiercon manages 5 sites across 2 cities employing approximately 550 people throughout Canada. Tiercon is seeking knowledgeable, self-directed, experienced and hardworking individuals interested in the automotive industry as a Customer Service Representative at our 352 Arvin facility.

Job Summary & Reporting Structure:

• Reporting to the Materials Manager or designate, the Customer Service Representative is responsible you will support a high-volume customer network across North America, serving as a critical link between customers, production, and internal teams. This role is ideal for someone who understands the pace and precision of manufacturing operations and excels at delivering professional customer service.
• They will be responsible for ensuring the ongoing adherence to the policies and procedures outlined in the Health and Safety, Quality and Environmental Systems and encouraging continuous improvement wherever possible.

Responsibilities:

• Deliver prompt, professional customer support via email, web portals, and phone, managing a high volume of daily inquiries
• Serve as the central point of contact between customers, production, logistics, and internal departments
• Communicate shipment status, changes, and customer requirements in a timely manner
• Maintain accurate records of customer interactions, order updates, and communications
• Review and validate order details, revisions, and releases prior to production to ensure accuracy and alignment with specifications and timelines
• Prepare customer orders, shipping documentation, and coordinate truck bookings
• Identify discrepancies, troubleshoot order issues, and coordinate timely resolution with internal teams
• Review and respond to customer disputes, ensuring root cause investigation and closure
• Monitor supplier and customer portals for shipment updates, schedule changes, and delivery confirmations
• Track supply chain risks, shipment discrepancies, and escalate issues as needed
• Ensure alignment between customer requirements, production schedules, and shipping plans
• Maintain and update Excel tracking tools for shipments, demand, and inventory
• Run and analyze QAD reports to verify inventory levels, demand changes, production reporting, and shipping requirements
• Ensure system and reporting accuracy across all platforms
• Verify production labels and schedules for accuracy and alignment with customer requirements
• Provide backup support for printing labels and schedules for production
• Collaborate with production to ensure material availability and schedule adherence
• Monitor bin inventory levels and track bin/container movement
• Coordinate delivery and return of bins and packaging
• Support inventory accuracy through ongoing tracking and reconciliation
• Review customer demand releases and respond to changes proactively
• Update and maintain forecasts (DELFORs and internal systems)
• Support continuity of supply through effective demand management
• Other duties as assigned

Qualifications:

Education Required

Community College Diploma or equivalent

Core Competencies

• Strong understanding of order processing, production timelines, and workflow coordination

• Excellent communication and interpersonal skills, with the ability to build rapport and resolve issues efficiently

• High attention to detail with a strong focus on accuracy and quality control

• Ability to multitask and prioritize in a fast-paced, deadline-driven environment

• Strong organizational skills and ability to work both independently and collaboratively

• Proficiency in Microsoft Office (Excel, Word) and ERP systems (AS400 or similar platforms an asset)

• Exceptional English verbal and written communication skills

Experience Required

• Minimum 3+ years of customer service experience in a manufacturing, production, or supply chain environment

Tiercon Corp. is proud to be an inclusive and equal opportunity employer as set out in the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. At Tiercon we are committed to ensuring the workplace is free from discrimination. Tiercon Corp. welcomes and encourages applications from everyone including persons with disabilities. During our hiring process, we will notify job applicants that accommodations are available upon request. If a selected job applicant requests accommodation, Tiercon will consult with the individual and provide or arrange for the appropriate accommodation taking into account the applicant's disability-related needs. Please contact Tiercon Human Resources at [email protected].

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