Senior Customer Service Representative

Senior Customer Service Representative

Whitby, Ontario · On-site

$65,000–$70,000 per year.

New position as part of company growth.

When an order is at risk, a spec doesn't add up, or a customer needs answers fast, you're the person who steps in, weighs the options and acts. If you'd rather solve the problem than pass it along, and you want a real path to larger accounts and team leadership, keep reading.

Why this role

At our Whitby site, you'll be the main link between our customers and the teams that make their flexible packaging: Sales, Production, Planning, Quality and Logistics. You'll own key customer relationships from the first quote to the final invoice. This isn't an order-taking job. You'll have the trust and authority to make decisions, and room to grow into bigger accounts and team leadership.

What you'll do

Own your accounts, start to finish

• Manage the full order lifecycle: quoting support, order entry, scheduling, production follow-up, shipping and invoicing.
• Check purchase orders against specs (film structure, print, dimensions, quantities, certifications) and fix discrepancies before they reach the floor.
• Keep customers informed with accurate lead times, proactive updates and early warning of any delays.

Solve problems and make the call

• Resolve complaints, claims and returns end to end, partnering with Quality on root cause and corrective action.
• Decide on expedites, partial shipments, reschedules and substitutions within your authority. Escalate only when a decision is above it.
• Balance what the customer needs against production capacity, material availability and margin.

Keep the whole operation in sync

• Work daily with Sales, Production Planning, Prepress and Artwork, Quality, Purchasing and Logistics to keep orders moving.
• Share customer forecasts and changes with Planning so inventory and capacity are ready.
• Spot reorders, new SKUs and upsell opportunities for the sales team.

Make the team better

• Find recurring issues and recommend fixes to processes, documentation or ERP workflows.
• Mentor newer team members and be the go-to person for complex questions.
• Keep ERP/CRM records accurate and report on on-time delivery, order accuracy and complaint rates.

What you bring

• 5+ years of customer service experience, ideally in extrusion, packaging, converting, printing or another custom-manufacturing setting.
• Working knowledge of flexible packaging: common films (PET, BOPP, PE, nylon), laminations, pouch and bag styles, print methods and basic specs.
• The ability to read customer specs, artwork approvals and technical data sheets.
• A track record of handling tough situations on your own and making sound decisions under time pressure.
• Clear written and verbal communication, and a calm, professional manner with customers and colleagues.
• Skill with ERP systems and Microsoft Office, especially Excel. CRM experience is a plus.
• Strong organization and the ability to juggle many orders and priorities at once.
• A high school diploma. A college diploma or degree in business, supply chain or a related field is preferred.

You'll thrive here if you:

• Think ahead. You spot problems early and bring a recommendation with every issue you raise.
• Decide with confidence. You weigh cost, timing and customer impact, make the call and explain your reasoning.
• Own the outcome. You see problems through to resolution and learn from what went wrong.
• Stay curious. You want to know how our products are made, so you can advise customers rather than just relay information.
• Build trust. Customers ask for you by name, and Production and Planning rely on your information.

Ready to take ownership?

If this sounds like you, apply today with your resume and a short note about a time you solved a tough customer problem on your own. We'd love to hear from you.

Salary: $65,000 to $70,000 per year

Equal opportunity and accommodation

ProAmpac is an equal opportunity employer. We welcome applicants of every background and make hiring decisions based on qualifications, experience and business needs. We do not discriminate on any ground protected by the Ontario Human Rights Code.

We provide accommodation for applicants with disabilities throughout the hiring process, in line with the Accessibility for Ontarians with Disabilities Act (AODA). If you need an accommodation at any stage, please let us know and we'll work with you to meet your needs.