Scott Bader

Scott Bader is looking for a Customer Service RepresentativeAbout Scott Bader

Scott Bader is a global manufacturer of advanced composites, structural adhesives, and functional polymers. Founded in 1921, we have a century of expertise in manufacturing innovative, high-quality products for a variety of markets around the world. Scott Bader now employs 750 people across 7 manufacturing sites and 18 offices worldwide.

Scott Bader is committed to expanding its global reach through recent ventures, including in North America, India, Japan, and Australia, while continuing to build on its reputation for innovation, exceptional quality, and technical expertise.

Scott Bader is different from most other companies. Our business is based on the simple principle of maintaining a balance between our social purpose and the needs of the business. In 1951, we became the first UK company to hold a common ownership certificate when the Bader family transferred its shares to Scott Bader Commonwealth Ltd. In simple terms, this means that Scott Bader colleagues own the company and are responsible for its success and overall well-being.

About the Role

The position will be part of our commercial team and will act as a knowledgeable point of contact for all customers and sister companies of the Composites & Functional Polymers business.

Main duties include preparing and issuing quotations, processing and progressing orders through to shipment, and supporting all areas of the business group to ensure a high level of customer service while maintaining profitable sales.

The role also includes monthly credit review and the distribution of price support credits and discounts. The successful candidate will support the growth of new business activities and technologies in Drummondville and Mocksville. The position will report to the Regional Sales Manager in the United States.

Main Responsibilities

• Act as a proactive front-line sales representative for telemarketing customers to support sales growth.
• Serve as the customer service point of contact to ensure that all orders, requests, complaints, and inquiries are handled efficiently and that customer requirements are met promptly.
• Maintain regular contact with customers to provide updates related to their orders.
• Promote the company’s products in accordance with the guidelines agreed upon with the Regional Sales Managers.
• Prepare and send quotations to customers in the region, applying elements such as commissions and/or discounts where applicable, while following the guidelines established by the business group.
• Obtain, receive, and process orders in a timely manner and according to each customer’s specific requirements, managing all associated procedures through to delivery.
• Place orders with the relevant Scott Bader manufacturing site to ensure efficient supply to the customer.
• Accurately record and document all customer order information, and maintain pricing records and master files in all relevant systems. Create new accounts as needed.
• Communicate with internal departments to coordinate the timely shipment of goods, ensuring that all required transportation documents are prepared and shipped in accordance with logistics regulations.
• Provide a reliable, positive, and consistently high level of service to internal and external customers in order to maintain a professional image.
• Participate in the credit review process as required.
• Carry out any other reasonable activities requested to meet the objectives of the regional sales team and business management.

Salary and Benefits

Salary and bonus: The salary for the position will depend on your experience. In addition to salary, you will also be included in our company bonus system, which includes the Group Staff Bonus and the Profit Performance Bonus. This bonus program reinforces Scott Bader’s principle of working together toward a common goal and sharing in our successes.

Retirement: We offer employees an RRSP after 12 months of continuous service. Scott Bader matches the employee’s contribution up to a maximum of 4%. Employees may continue to contribute up to the limit set by law.

Health: We offer employees and their dependents a comprehensive group insurance plan, with certain components fully paid by Scott Bader ATC after 3 months of continuous service.

Statutory holidays and personal days: Scott Bader ATC offers 5 more days than required by labour law, for a total of 13 statutory holidays for all employees. In addition, Scott Bader ATC provides employees with a bank of paid personal days, fully paid by the company, to help support work-life balance.

Drummondville Plant

Scott Bader ATC was founded in Drummondville nearly 40 years ago under the name ATC Chimiques. In 2013, Scott Bader, a UK-based company with more than 100 years of history, acquired ATC, then known as ATC Formulated Polymers.

Scott Bader ATC specializes in the manufacture of adhesives made from polyester, vinyl ester, and urethane acrylate to serve the composite materials industry, primarily in the marine sector, including yachts, sailboats, and pleasure craft.

In 2022, Scott Bader ATC invested CAD 3.3 million in the purchase and installation of new equipment to meet the growing demand for its Crestabond® product. Initial production at Scott Bader ATC will focus on the innovative Crestabond® M1 series of 10:1 structural adhesives, suitable for bonding a range of substrates, including composites, thermoplastics, and metals.

• 5 years of experience in customer service;
• Strong teamwork skills;
• Effective verbal and written communication skills in both French and English;
• Effective negotiation and persuasion skills, supporting collaboration with people at all levels;
• An understanding of margin and profit principles;
• The ability to confidently manage sales data;
• The ability to confidently work in a computerized environment, including Microsoft Office.

• Good knowledge of the business product range and commercial awareness of the business strategy.

  Awareness of the demands of meeting export schedules while complying with all appropriate company and legislative requirements
• • Customer Excellence & Relationship Management
  • Act as a primary customer interface for assigned accounts, delivering a professional, responsive, and solutions-focused service
  • Build strong, trust-based relationships aligned with Scott Bader’s customer partnership philosophy
  • Represent the voice of the customer internally, ensuring alignment with commercial and operational teams
  • Order-to-Cash Process Ownership
  • Manage the end-to-end order lifecycle (order entry through to delivery and invoicing) with a focus on accuracy and efficiency
  • Validate pricing, contracts, Incoterms, and customer-specific requirements in line with commercial agreements
  • Ensure seamless execution to support on-time, in-full (OTIF) delivery performance
  • Proactive Communication & Service Delivery

  Provide clear, proactive updates to customers on order status, lead times, and potential risks

  • Anticipate customer needs and work collaboratively to mitigate disruptions
  • Deliver a consistent, high-quality service experience
  • Issue Resolution & Cross-Functional Collaboration
  • Own and resolve customer issues, including delays, claims, and discrepancies, with a sense of accountability and urgency
  • Collaborate cross-functionally with sales, planning, manufacturing, logistics, and finance teams
  • Escalate critical risks where required, ensuring customer impact is minimized
  • Supply Chain & Logistics Coordination
  • Work closely with planning and logistics teams to ensure efficient product flow and delivery execution
  • Support regional distribution and export requirements, ensuring compliance with transport and regulatory standards
  • Contribute to delivering a resilient and customer-focused supply chain
  • Regulatory Compliance & Safety Alignment
  • Ensure all customer transactions adhere to relevant chemical industry regulations, including hazardous goods handling and documentation
  • Uphold Scott Bader’s strong commitment to safety, regulatory compliance, and responsible business practices
  • Continuous Improvement & Operational Excellence

  Identify and drive improvements in customer service processes and order-to-cash efficiency

  • Support delivery of key service KPIs (OTIF, lead time adherence, backlog management, case resolution time)
  • Contribute to a culture of continuous improvement aligned with Scott Bader’s long-term, sustainable growth objectives
  • Data Integrity & Systems Management

  Maintain accurate and timely data within ERP/CRM systems (e.g. SAP)

  Support reporting, analysis, and insight generation to improve service performance and decision-making

  To undertake any other tasks reasonably requested to meet both the LOCAL sales team and business management objectives.