Customer Service Specialist

Job Description:

The MIG Gun Division (Bernard / Tregaskiss) of Miller Electric, an ITW Company, is seeking a detail-oriented and proactive Customer Service Specialist to join the Tregaskiss team at our Windsor, Ontario facility.

In this role, you will deliver exceptional customer service while taking ownership of customer needs, orders, and assigned projects from start to finish. You will use your product knowledge, problem-solving skills, and D365 expertise to provide accurate solutions, resolve issues, and ensure a seamless customer experience. You will partner closely with Sales and cross-functional teams to identify opportunities, support business growth, and strengthen customer relationships. Through continuous learning and process improvement, you will help simplify service operations, improve efficiency, and create lasting value for our customers and the business.

If you thrive in a fast-paced manufacturing environment and enjoy navigating the complexities of international trade, this is an opportunity to make a meaningful impact on a global organization known for innovation, quality, and operational excellence.

How you will make an impact:

Project Ownership & Strategic Support

• Own assigned projects by staying organized, providing timely updates, and driving work through completion.
• Prioritize the customer experience while using structured problem-solving and escalating issues when appropriate.
• Identify sales opportunities and collaborate with internal teams to convert customer needs into revenue.
• Develop strong D365, product, and segment expertise to support troubleshooting, order processing, and accurate data management.
• Continuously identify opportunities to simplify processes, improve efficiency, and strengthen customer service experience.

Problem Solving & Service Optimization

• Resolve customer issues using critical thinking, available resources, and proactive root-cause analysis.
• Identify trends, risks, and process improvements that can prevent recurring issues and service delays.
• Take ownership of quality issues, RMAs, and assigned tasks, ensuring accurate, timely, and effective resolution.
• Build and maintain product and process knowledge to increase independence and reduce unnecessary escalations.
• Effectively manage international orders and inquiries while ensuring compliance with shipping regulations, Incoterms, Precision processes, and account-specific requirements.

Core Service Execution

• Deliver professional, accurate, and timely support across phone, email, and chat while maintaining a positive customer experience.
• Accurately process and confirm orders, proactively resolving missing information and supporting efficient order flow.
• Manage customer returns (RMAs) with urgency, accountability, and adherence to company policies.
• Leverage D365 efficiently to research information, perform daily service functions, support the sales team, and manage multiple priorities.
• Understand and apply D365 Trade Agreements to ensure accurate pricing and order entry.
• Demonstrate ITW Values by fostering trust, respect, integrity, professionalism, and a customer-first mindset while collaborating effectively across departments.

What you bring to the table in this role:

• Ownership & Accountability: Takes ownership of customer needs, assigned projects, and outcomes by staying organized, following through on commitments, and providing timely, accurate results. Demonstrates initiative and persistence while knowing when to seek support or escalate challenges.
• Customer Solutions & Service Excellence: Puts the customer at the center of every interaction by understanding needs, resolving issues, and delivering accurate, timely solutions. Uses critical thinking, available resources, and strong communication to create a seamless customer experience across orders, inquiries, and returns.
• Product, Systems & Commercial Expertise: Builds strong product, application, and D365 knowledge to efficiently support customers, process orders, troubleshoot issues, and ensure pricing accuracy. Recognizes customer needs and sales opportunities while partnering with Sales and internal teams to support business growth.
• Process Improvement & Collaboration: Continuously looks for ways to simplify processes, improve efficiency, and prevent recurring issues. Collaborates across teams, shares knowledge and customer insights, and contributes practical solutions that strengthen service quality and overall business performance.

Qualifications

• Post-secondary degree or diploma in Sales, Business Administration, Customer Service, or a related customer-facing field, or an equivalent combination of education and related work experience is required. Bachelor’s degree is preferred.
• 2+ years of experience in customer service, inside sales, sales support, order management, or a related B2B role, preferably in a manufacturing, welding or industrial environment.
• Excellent verbal, written, and interpersonal communication skills, with the ability to effectively interact with internal and external customers. Bilingual English/French communication skills are highly preferred.
• Strong customer-service orientation with the ability to understand customer needs, resolve issues, identify root causes, make sound decisions, and provide timely and effective solutions.
• Ability to exercise sound judgment, prioritize competing demands, and make customer-focused decisions in a fast-paced business environment.
• Proficiency with ERP/CRM systems and Microsoft Office. Experience with Microsoft Dynamics 365 or a comparable ERP system is strongly preferred.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and follow through on commitments with accuracy and urgency.

Physical Demands

This position is primarily office-based and requires prolonged periods of sitting, computer use, and communication with customers and internal stakeholders. The employee may occasionally be required to stand, walk, reach, and lift or move items weighing up to 20 pounds. The position requires close vision and the ability to adjust focus when reviewing documents, processing orders, and working with electronic systems.

Company Information

Tregaskiss and Bernard have an unprecedented history within the ITW welding brands known for delivering quality, innovative semi-automatic, fixed automatic, cobot and robotic MIG guns, consumables and peripherals. Through vigorous research and development principals, Bernard and Tregaskiss have long developed products that position customer challenges and market trends at the forefront of our product innovation and technology.

Both companies started from simple beginnings, both small, both independently owned, both seeing considerable growth and prosperity. Forming an alliance, the two companies merged their expertise to provide the welding industry with a vision and commitment to make significant impacts within the welding industry.

As part of the Illinois Tool Works (ITW) welding group family, Tregaskiss and Bernard combine their proven experience and deep technical knowledge to solve its customers’ toughest welding challenges and productivity goals.

Learn More:

ITW: www.itw.com/

ITW Welding – Bernard & Tregaskiss: https://www.bernardtregaskiss.com/

ITW Welding – all brands: http://www.itwwelding.com/

EEO Statement

As an Equal Opportunity/Affirmative Action Employer, ITW does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by Canadian laws.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws. 

Compensation Information:

Salary Range: The Customer Service Specialist compensation package offers a competitive hourly rate with an estimated range of $25.00 CAN to $30.50 CAN dependent on the geographic location, the successful candidate’s qualifications, and prior experience. We are committed to maintaining equitable and competitive salaries across different regions through regular reviews and adjustments.​

Benefits: Comprehensive benefits are available, additional details can be provided upon request.​