Customer Success Specialist
Location: Brampton, ON
Job Type: Full-Time, Permanent
Salary: $56,000 - $62,000 per year
Schedule: Monday to Friday, 8:00 AM to 4:00 PM

Job Summary

We are seeking a Customer Success Specialist to manage and support an assigned portfolio of customers throughout the entire customer journey, from initial inquiry and quotation through order fulfillment and post-delivery follow-up. This role serves as the primary point of contact for customers, ensuring an exceptional service experience while coordinating internally with Sales, Estimating, Graphics, Production, and Operations teams. The successful candidate will help drive customer satisfaction, retention, account growth, and operational excellence.

Key Responsibilities

• Manage an assigned portfolio of new and existing customers, serving as the primary contact for product, quotation, order, and service inquiries.
• Understand customer requirements, priorities, and purchasing patterns to provide proactive support and recommendations.
• Coordinate the complete customer journey, including quotations, order entry, artwork approvals, production schedules, samples, deliveries, and follow-up activities.
• Work closely with internal departments to ensure customer requirements and delivery commitments are met.
• Provide timely updates on quotations, order status, delays, backorders, and other service-related matters.
• Resolve customer issues by investigating concerns, coordinating solutions, and ensuring successful resolution.
• Identify potential service risks, recurring issues, and customer retention concerns, escalating when necessary.
• Gather customer feedback and identify opportunities to support account growth and additional business development initiatives.
• Maintain accurate customer records, quotations, orders, and communications within CRM, ERP, and related business systems.
• Monitor and track key performance indicators such as quotation follow-ups, order status, issue resolution timelines, and customer feedback.
• Develop knowledge of products, manufacturing processes, and operational capabilities to provide accurate information and guidance.
• Recommend process improvements based on customer feedback and operational observations.
• Manage and review key account raw material stocking programs and recommend improvements to support delivery performance.
• Support quality, product safety, and compliance programs while maintaining company standards.
• Provide coverage for team members and perform other related duties as required.

Qualifications & Skills

• High school diploma required; post-secondary education in Business, Sales, Customer Service, or a related field is considered an asset.
• Minimum of 2 years of experience in customer success, account coordination, inside sales, order management, or B2B customer service.
• Strong customer relationship management skills with the ability to build trust and maintain long-term customer partnerships.
• Excellent verbal and written communication skills in English; French language skills are an asset.
• Strong organizational, problem-solving, and time-management abilities with the capacity to handle multiple priorities.
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Experience using CRM, ERP, or order management systems; Salesforce experience is considered an asset.
• High level of accuracy in data entry and record management.
• Ability to work independently and collaboratively within a fast-paced team environment.
• Strong analytical skills and willingness to learn manufacturing processes, products, and operational workflows.

What We Offer

• Full-time, permanent employment
• Competitive salary of $56,000 - $62,000 annually
• Stable day shift schedule (8:00 AM - 4:00 PM)
• Opportunity to grow within a customer-focused and collaborative environment
• Exposure to manufacturing, operations, and account management functions
• Comprehensive training and professional development opportunities