Customer Service Agent

Founded in 2001, Fromagex is a growing North American leader serving the cheese manufacturing industry. With over 35 passionate employees and three strategically located warehouses, we proudly support more than 700 customers across Canada and the United States. Our strength lies in our expertise, collaboration, and commitment to long-term customer relationships.

 

At Fromagex, people matter. We value initiative, teamwork, and a customer-first mindset — and we offer a stable, respectful work environment where employees can grow and make a real impact.

 

Reporting to the Customer Service Coordinator, the Customer Service & Inside Sales Representative plays a key role in delivering an outstanding customer experience while actively contributing to sales growth. This position combines customer service excellence with inside sales development, offering variety, learning opportunities, and direct involvement in business success.

·       Be a trusted point of contact for customers via phone, email (Outlook), HubSpot, and Live Chat

·       Prepare quotes and process orders with accuracy and care

·       Proactively follow up on open orders and extended delivery timelines

·       Monitor inventory levels across our warehouses to support customer needs

·       Support and collaborate with external sales representatives

·       Maintain customer profiles in SAP and the customer portal

·       Manage brand-specific inboxes and keep CRM data up to date in HubSpot

·       Build relationships through outbound prospecting calls with existing customers and targeted prospects

·       Qualify inbound leads and turn opportunities into sales

·       Follow up on quotes, product trials, and customer initiatives

·       Identify cross-selling and up-selling opportunities

·       Promote targeted products and priority inventory items

·       Document sales activities and collaborate closely with the sales team

·       High school diploma or equivalent

·       Minimum of 5 years’ experience in customer service or inside sales (asset)

·       Fluency in English; French and/or Spanish is an asset

·       Strong computer skills, including SAP and CRM systems

·       Strong interest in sales and customer relationship management

·       Analytical mindset with the ability to identify customer challenges and provide basic troubleshooting support

·       37.5-hour workweek

·       Fixed daytime schedule, Monday to Friday

·       Office-based position located in Pewaukee, WI

·       Consistency and quality of customer interactions

·       Accuracy and timeliness of order processing

·       Contribution to inside sales activities and revenue growth

·       Ability to identify, document, and follow up on sales opportunities