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Job Type: full time, permanent


Develops sales opportunities by researching and identifying potential accounts, soliciting new accounts, building rapport, providing technical information and explanations, preparing quotations. Following the FibreCast trusted partner program will be key to succeeding in this roll. Though this role is focused on customer care from the head office, scheduled travel to key customers will be needed.


  • Perform production and inspections to ensure the output and quality meet requirements
  • Package finish goods for delivery or stock.
  • Perform routine maintenance cleaning of machine and other materials as required.
  • Work closely with the Production Lead Hand and various manufacturing and engineering team members to resolve any quality, safety, maintenance or production issues.
  • Participate in required and recommended employee training and continuous improvement programs.
  • Work in a safe and responsible manner and support all Health & Safety initiatives.
  • Uphold the company's environmental policies to limit the impact of our operations on the environment and prevent pollution.
  • Other duties assigned by supervisor per business request.
  • Formal Qualifications:
  • Must be able to demonstrate an understanding of high-quality customer service principles.
  • Post-Secondary education relating to engineering, sales or marketing is an asset.
  • Core Competencies:
  • Must be able to build effective working relationships, both internally and externally.
  • Thrives on winning and providing an exceptional client experience.
  • Must be organized, dedicated and detail-oriented.
  • Technical aptitude with some ability to read manufacturing drawings, use basic math.
  • Must demonstrate competent hands-on approach and problem-solving skills.
  • Experience in manufacturing is essential. Knowledge of refractories is beneficial but not mandatory.
  • Bilingual in French and English is a plus.
  • Primary Responsibilities (including but not limited to):
  • Policies and Procedures
  • Follow FibreCast Customer Service policies and procedures, propose necessary changes to increase customer satisfaction.
  • Managing Tasks and Projects

Inquiries and Quotations

  • § Deal with any customer inquiry and communicate to relevant internal staff required.
  • § Quote House Accounts, assist other members of the Sales team in preparing quotations when necessary.
  • Sales Orders Entry and Coordination
  • § Enter all Sales Orders into ERP program (as received by FibreCast by email, fax, sales staff, phone etc.) and notify Customer Service Supervisor when orders from NEW customers are entered via CRM (Seradex or Odoo).
  • § Check that all order details including pricing, margins, minimum order quantities, quoted minimum quantities, order minimum dollar values ($100), export info, freight are correctly entered and relevant to each order.
  • § Forward all Engineering requirements (from Sales or Customers) to Production Engineer for technical inquiries or quoting purposes; forward requirements to Production Engineer for new orders (which require a Q# change to a regular part number set up); follow up as required to ensure Customer gets a timely response from FibreCast
  • § Create customer estimates as necessary.
  • § Check inventory levels and ensure orders are confirmed in the system by Purchasing and/or Production, where required; follow up as required; communicate confirmation of order to customer or Sales staff in a timely fashion
  • § Adjust any blanket orders in the system for quantity and dates
  • § Assist Sales and Logistics staff with expediting special orders, sample requests, delivery, and installation through the system; communicate any instances to Sales Manager.
  • § Generate packing slips as required and ensure invoicing paperwork is being forwarded to Reception in a timely manner.
  • § Ensure that sales order paperwork is maintained in an organized and efficient manner
  • Payment and Invoice
  • § Forward all prepayment requirements to accounting at the time of order entry to ensure payment prior to ship date as well as assist accounting with any accounts that are requiring attention due to financial/credit status.

Customer Service

  • § Demonstrate the ability to perform the behaviours that create trusted partners including follow-ups, rapid quotations, shipment advise and as needed visits to customer locations.
  • § Log customer complaints on the Quality Log and communicate any issues to the Sales Manager.
  • § Internally resolve major problems with orders, delivery dates or service; communicate all issues to Customer Service Supervisor
  • § Communicate all instances to Sales Manager where a Credit Note, Prepaid freight or Return Authorizations are required
  • § Provide customers with current SDS, Technical data sheets and Certificates of Compliance as requested and advise internal staff if data needs to be updated or obtained from suppliers.
  • § Generate NAFTA certificates and Certificates of Origin when requested by customers.
  • § Advise Operations Support when additional HS codes need to be entered or updated into ERP software as required.
  • § Ensure customer records are accurate and kept up to date.
  • § Initiate and close out all rental agreements with customers upon return
  • Back up team members per request
  • Systems and Reports
  • § Provide Sales Manager with required work reports in written format
  • § Ensure recording of all information in CRM.
  • Contribute to continuous improvement and/or cost savings projects for Sales Team.
  • Environment, Health and Safety
  • Uphold company Environmental Policies, implement and support company Health & Safety initiatives
  • Other tasks assigned by manager
  • Job Types: Full-time, Permanent


  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care
  • Schedule:8 hour shift
  • Experience:sales: 1 year (preferred)
  • Work remotely: no

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