Company Description PFERD of Canada is a leading manufacturer and distributor of abrasives, brushes, and power tools designed for precise, efficient metal cutting, grinding, and finishing applications. As the Canadian subsidiary of August Rüggeberg GmbH & Co. of Marienheide, Germany, PFERD is part of a global network represented in over 30 countries. The company is dedicated to close collaboration with customers to deliver optimal solutions tailored to specific application requirements. With more than 225 years of experience, PFERD develops innovative products that enhance productivity, support economic efficiency, and promote operator health and safety. Customers worldwide rely on PFERD’s trusted quality and performance. Position Overview We are seeking a dynamic and results-driven Customer Service Representative to join our team based in Mississauga, ON. In this role, you will serve as the primary point of contact for our clients, providing technical assistance, driving sales growth through upselling, and ensuring seamless order management. Key Responsibilities Customer Support & Technical Advisory Deliver exceptional service by providing technical assistance and product application advice. Resolve client issues by efficiently addressing complaints and troubleshooting technical problems. Manage returns by evaluating requests and issuing Return of Goods Authorizations (RGA). Sales Support & Order Management Process incoming orders received via telephone, fax, email, and the PFERD Shop website. Drive revenue growth through proactive telephone sales, upselling, and recommending product substitutions. Partner with sales teams to resolve daily customer inquiries and product questions. Promote marketing campaigns by explaining active sales initiatives during customer calls. Optimize order fulfillment by expediting high-priority shipments and releasing backorders. Administrative & Team Collaboration Provide cross-functional backup to support other essential office and administrative tasks. Maintain accurate data across all internal ordering and tracking systems. Qualifications & Assets SAP proficiency (Experience with SAP software is considered a strong asset). Bilingualism (Fluency in English and French is considered a strong asset). Strong technical aptitude with the ability to learn and explain complex product applications. Excellent communication and interpersonal skills over the phone and via email.