Customer Service Representative
Concord, Ontario•Full-time
CA$60,000 - CA$65,000 annually
CA$60,000 - CA$65,000 annually
About the Job
Join Our Order Desk Team at Stage Windows & Doors!
Company Overview:
Stage Windows & Doors is a leading manufacturer of custom window and door solutions serving the residential replacement, custom home, and low-rise construction markets across Ontario. Based in Vaughan, we are committed to delivering exceptional quality, on-time delivery, and outstanding customer service.
At Stage, we believe our people are our greatest asset. We foster a collaborative, respectful, and safety-focused workplace where employees are empowered to grow, contribute, and make a meaningful impact.
Position Summary:
We are seeking a highly organized and customer-focused Customer Service Representative (Order Desk) to join our team. Reporting to the Senior Order Desk Manager, this is a full-time, on-site position based at our Vaughan facility.
The Customer Service Representative serves as the primary point of contact for assigned customers, providing exceptional support throughout the order lifecycle—from quotation and order entry through production and final delivery. This role works closely with Sales, Estimating, AutoCAD, Production, Scheduling, Shipping, Service, Customer Service, and Finance to ensure orders are processed accurately, customer expectations are met, and a positive customer experience is delivered.
The ideal candidate has experience in Customer Service, Account Management, or Order Desk operations, along with excellent communication, organizational, and problem-solving skills. They thrive in a fast-paced manufacturing environment, are committed to delivering exceptional customer service, and enjoy building strong customer relationships. Experience with AutoCAD or the ability to interpret technical drawings is considered an asset.
Key Responsibilities
Customer Service & Relationship Management:
- Serve as the primary point of contact for assigned dealer, builder, contractor, and distributor accounts.
- Build and maintain positive, long-term customer relationships through professional, responsive service.
- Respond promptly to customer inquiries by phone and email.
- Provide customers with product information, pricing, lead times, literature, and technical support.
- Assist customers in selecting products that best meet their project requirements.
- Keep customers informed of order status, production schedules, and delivery timelines.
- Ensure a positive customer experience throughout every interaction.
Order Management:
- Prepare accurate quotations based on customer specifications and project requirements.
- Review drawings and perform project take-offs to determine product requirements.
- Process customer orders accurately and review specifications, pricing, and dimensions.
- Coordinate order changes and maintain accurate customer records.
- Monitor orders through production and provide customers with status updates.
- Follow up on quotations, orders, and outstanding customer requests.
- Work closely with Estimating, AutoCAD, Production, Scheduling, Shipping, and Finance to ensure timely and accurate order fulfillment.
Cross-Functional Coordination:
- Work closely with Estimating, AutoCAD, Production, Scheduling, Shipping, Finance, Service, and Customer Service to ensure seamless order execution.
- Communicate customer requirements and project updates to internal departments.
- Coordinate timely resolution of order discrepancies, scheduling concerns, delivery issues, and customer requests.
- Escalate complex issues appropriately while ensuring customers remain informed.
- Support continuous communication between departments to improve customer satisfaction.
Product & Technical Support:
- Develop and maintain a strong understanding of Stage Windows & Doors products, accessories, hardware, glass options, and manufacturing processes.
- Assist customers in understanding product specifications and available options.
- Review technical drawings and specifications with customers when required.
- Work collaboratively with AutoCAD Technicians regarding customer drawings and project details.
- Participate in ongoing product and system training to remain current with new products and manufacturing capabilities.
Customer Experience:
- Handle customer concerns, warranty inquiries, and service-related issues professionally.
- Coordinate with internal departments to ensure timely issue resolution.
- Welcome customers visiting the showroom and manufacturing facility.
- Conduct product and facility tours when required.
- Represent Stage Windows & Doors professionally while promoting exceptional customer service.
Administration & Reporting
- Maintain accurate customer records and order documentation.
- Prepare reports relating to customer activity, open orders, and outstanding quotations as required.
- Monitor open orders and proactively follow up to ensure timely completion.
- Maintain confidentiality of customer and company information.
- Support continuous improvement initiatives within the Order Desk Department.
Qualifications:
- Post-secondary education in Business Administration, Customer Service, Supply Chain, Construction, or a related field is considered an asset.
- Minimum 2–5 years of experience in Customer Service, Order Desk, Inside Sales, Account Coordination, or a similar role within manufacturing, construction, building materials, or the window and door industry.
- Exceptional customer service and relationship-building skills.
- Strong verbal and written communication skills.
- Excellent organizational, multitasking, and time management abilities.
- Strong attention to detail and commitment to accuracy.
- Ability to prioritize multiple customer requests in a fast-paced environment.
- Proficiency with Microsoft Office (Excel, Word, Outlook).
- Experience using ERP systems; FeneVision experience is considered a strong asset.
- AutoCAD knowledge or the ability to interpret technical drawings is considered an asset.
- Experience reading architectural drawings or construction plans is considered an asset.
- Valid Ontario Class G Driver's Licence is considered an asset.
Working Conditions
- Full-time, on-site position based at our Vaughan facility.
- Office-based role within the Order Desk Department.
- Frequent communication with customers via phone, email, and occasional virtual meetings.
- Daily collaboration with Production, Scheduling, Shipping, Finance, AutoCAD, Estimating, Service, and Customer Service teams.
- Occasional overtime may be required to support business needs.
- Comprehensive training will be provided on Stage's products, systems, manufacturing processes, and procedures.
Why Join Stage Windows & Doors?
- Competitive compensation.
- Comprehensive onboarding and product training.
- Collaborative and supportive team environment.
- Opportunities for career growth and professional development.
- Work with an industry-leading manufacturer committed to quality, innovation, and customer satisfaction.
We thank all applicants for their interest in Stage Windows & Doors. Only those selected for an interview will be contacted.
Stage Windows & Doors is an equal opportunity employer committed to fostering an inclusive and accessible workplace. We are committed to providing accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during the recruitment process, please notify Human Resources.