Customer Service Representative

About Bray:

Bray Controls Canada Ltd. is a leading global manufacturer of industrial valves, actuators, and related control products used by process industries in a wide variety of applications. This diverse market presence provides stability even under the toughest economic circumstances.

Bray prides itself on delivering products of the highest quality and value, with an ever-expanding product line that aims to satisfy our customers’ unique needs. Since its founding in 1986, Bray has achieved tremendous success and growth. The company’s truly entrepreneurial vision has driven an expansion to Divisions in over 13 countries and a distribution network that surpasses 300 locations worldwide.

Bray is profitable, independent, and privately held. The total number of employees worldwide exceeds 3,100. Our corporate headquarters and U.S. operations are located in Houston, TX. To learn more, please visit www.bray.com.

Position summary:

The Customer Service Representative (CSR) supports Bray’s distribution channel and customers by owning the quote-to-order lifecycle—prioritizing requests, capturing details accurately, and following through to completion. You’ll keep orders moving by managing inquiries through portals and CRM tools, coordinating across teams, and communicating clearly so customers always know what to expect.

Essential job functions and responsibilities:

• Triage and manage high-volume customer inquiries via Customer Portal, QQR, CRM queues, and shared inboxes—ensuring timely, accurate responses
• Prepare Quick Quote Requests (QQR) and standardized quotes, validating requirements before release
• Convert quotes to orders, confirming configuration, pricing, terms, and documentation are complete and correct
• Enter, process, and maintain customer orders with a strong focus on detail and data integrity
• Finalize orders for planning and execution in ERP (LN), ensuring all required fields and attachments are accurate
• Review order documentation, pricing, lead times, and delivery commitments; flag gaps or conflicts and drive resolution
• Build and send customer documentation packages related to orders, keeping records complete and easy to trace
• Issue and verify order acknowledgements promptly, confirming details match customer expectations
• Proactively expedite orders and communicate realistic delivery updates to manage expectations
• Coordinate with Inside Sales, Applications Engineering, Projects, Outside Sales, Planning, Purchasing, Warehouse, and customers to keep work moving and issues resolved
• Maintain accurate CRM records, notes, and next steps so any team member can understand status at a glance
• Own customer orders end-to-end—from inquiry through fulfillment—ensuring consistent follow-up and clear communication
• Follow standardized workflows and contribute to continuous improvement to reduce errors and improve customer experience
• Monitor shared inboxes and route requests appropriately, tracking handoffs to ensure nothing is missed

Qualifications and Requirements

• College diploma or University degree in Business, Supply Chain, Engineering Technology, or related field
• Fluently Bilingual (English and French)
• 1–3 years’ experience in Customer Service, Order Management, or Inside Sales support
• Experience in industrial, manufacturing, or distribution environments preferred
• Strong attention to detail, accuracy, and documentation discipline
• Clear, professional written and verbal communication (able to explain status, next steps, and timelines)
• Ability to manage high-volume transactional work with strong prioritization and follow-through
• Proficiency in Microsoft Office (Excel, Outlook, Teams)
• Customer-first mindset with a high sense of ownership, responsiveness, and accountability
• Familiarity with CRM and ERP systems preferred

You’ll thrive in this role if you are:

• Highly organized—you can juggle multiple priorities and keep work moving without dropping details
• Detail-oriented—you double-check data, documentation, and commitments before hitting send
• Customer-focused—you communicate clearly, set expectations, and follow up until the customer’s need is resolved
• Process-minded—you like structure, use systems consistently, and look for ways to prevent repeat issues

Bray Canada is an equal opportunity employer committed to fostering an inclusive, accessible workplace. Accommodation is available for applicants with disabilities throughout the recruitment, selection, and employment process. Should you require accommodation, please notify Human Resources so that we may work with you in a respectful, confidential manner to meet your needs