Account Manager and Customer Service Representative

Aikawa Fiber Technologies (AFT) Inc., located in Sherbrooke, is a global leader in the manufacturing of stainless steel equipment and components for screening and refining in the pulp and paper industry. It is part of the Aikawa Group, a Japanese family-owned enterprise with plants in Asia, Europe, and Canada.

Under the direction of the Customer Service Director, you are responsible for providing first-line service to our clients, sales and technical support team members, and field agents/representatives.

Specifically, you must

• Establish manufacturing costs and selling prices based on manufacturing drawings and in collaboration with the finance department;
• Produce quotations using the computer application and referring to price lists, sales price history, and profit margin policy;
• Respond to clients and representatives by tracking current orders and pending quotations;
• Maintain customer purchase history;
• Gather information from clients or representatives to inform and support the sales, product design, and production teams.

OEM (Strategic Account) Aspect

• Manage and develop a portfolio of strategic OEM accounts;
• Serve as the primary contact for OEM clients on commercial, contractual, and operational matters; collaborate with sales, engineering, production, and procurement teams to meet OEM client requirements and deadlines;
• Track forecasts, business opportunities, recurring orders, and account performance indicators under your responsibility;
• Participate in the development of growth strategies to increase market share with existing OEM accounts.

Capital and Service Project Manager Aspect

• Coordinate and track Capital and Service projects from order receipt to project closure;
• Develop and maintain project schedules in collaboration with internal stakeholders;
• Coordinate activities between clients, representatives, engineering, production, and suppliers to ensure project delivery on schedule;
• Track costs, scope changes, risks, and deliverables associated with projects;
• Prepare and facilitate progress meetings with clients and internal teams.

You hold

• Relevant technical training at the professional, college, or university level (e.g., mechanical engineering, finance);
• 3 years of relevant experience in customer service, preferably in the manufacturing sector (any combination of education and experience deemed equivalent will be considered);
• Skills in reading blueprints and knowledge and interest in manufacturing processes (e.g., machining, welding, etc.).

You are

• Possessed of strong communication, teamwork, and problem-solving skills;
• Recognized for your attention to detail and thoroughness;
• Excel in your organizational skills and methodical approach;
• Proficient with computer tools (Excel, Adobe, integrated management software);
• Fluent in English, both orally and in writing, in addition to French.

We offer

• Flexible schedule: minimum presence required between 9 a.m. and 3 p.m.;
• Work hours recovery: possibility to make up work hours in case of absence (appointments, personal obligations, etc.);
• Fixed remuneration: salary paid every two weeks, including absences of less than one week;
• Unemployment benefits program: in case of absence of more than one week, maintenance of a total income equivalent to 85%;
• Collective insurance: offered upon hiring, with a 50% employer contribution;
• Annual salary increase: applied each January;
• Annual bonus: performance-based bonus paid at the end of the year;
• Retirement plan (REER/RPDB): offered upon hiring, with a maximum employer contribution of 3%;
• Paid holidays: 14 paid holidays at 100%;
• Employee assistance program (PAE): confidential support in matters of mental health, legal, or financial;
• Progressive annual leave: up to 6 weeks per year, with recognition of external work experience;
• Flexible holiday scheduling: dates determined in agreement with the team;
• Holiday splitting: possibility to split holiday days;
• Gradual retirement: option to work 4 days/week starting at 60 years old;
• Annual clothing allowance: amount allocated for purchasing company-colored clothing;
• Telecommuting: possibility to work remotely according to agreed-upon terms and depending on the position;
• Social and family events: organized activities including employees' close ones;
• A competitive salary according to experience;
• A stimulating, dynamic work environment where development opportunities are numerous;
• A welcoming and committed team!
• Employment type: Full-time, Permanent

Education

• DEC (Preferred)

Experience

• Customer service: 1 year (Preferred)
• Location: On-site