Customer Services- Order Management

Kelly Services' has partnered with a client in Markham, ON to recruit for a Temp to Perm role

Customer Services/ Order Management Representative for a medical device manufacturing company

Role: Customer Services/ Order Management

Contract until December 2026- extendable or converted to perm

Monday to Friday onsite

Location: Markham, ON

Salary: $25-$28/hour + 4% vacation pay

The Customer Service Representative is responsible for managing the full lifecycle of customer orders while maintaining customer expectations and experience. This role ensures accurate order entry, coordination with production planning, QA release, logistics, and shipping teams, and timely communication with customers. The position acts as the primary point of contact for order processing, product availability, shipment scheduling, and issue resolution while maintaining compliance with all the internal and external regulations and requirements.

Order Management & Processing

• Manage end‑to‑end order processing from order receipt to final delivery.
• Enter and validate customer orders in ERP systems (e.g., SAP, Oracle, JD Edwards).
• Confirm product availability, batch release status, and lead times with planning and QA.
• Coordinate with production, warehousing, and logistics to ensure on‑time fulfillment.
• Prepare and verify required documentation (COAs, packing lists, invoices, SDS, customs documents).
• Track shipments and proactively communicate delays or changes.

Customer Communication & Support

• Serve as the primary contact for customer inquiries, order status updates, and issue resolution.
• Maintain strong relationships with pharmaceutical clients, distributors, and contract partners.
• Handle complaints, returns, and deviations in collaboration with QA and Quality Systems.
• Provide product information, pricing confirmation, and delivery schedules.

Compliance & Documentation

• Ensure all order‑related activities comply with GMP, GDP, ISO standards, and internal SOPs.
• Maintain accurate and audit‑ready records in ERP and CRM systems.
• Support internal and external audits by providing documentation and process details.
• Follow controlled document procedures for COAs, batch records, and regulatory paperwork.

Cross‑Functional Collaboration

• Work closely with Production Planning, QA/QC, Regulatory Affairs, Logistics, and Finance.
• Participate in S&OP discussions related to customer demand and inventory planning.
• Support continuous improvement initiatives in order management and customer experience.

• Post secondary education in business administration or a related field.
• 2–5 years of customer service or order management experience in pharmaceutical, biotech, or regulated manufacturing.
• 1+ years’ experience with end-to-end order processing.
• Previous experience with data entry, preparing quotes/invoices and customer orders is required.
• Effective communication skills (both verbal and written) is required.
• Advanced Excel experience is a must.
• Previous experience using QuickBooks, SalesForce and other ERPs is needed.

Apply today!