Falcon Electric has been engineering high-reliability UPS and power conversion systems for over 35 years. Our products are built to last 12+ years, private-labeled for some of the world's leading UPS brands, and trusted in military-grade applications. In an industry full of disposable products, we're the alternative. We're a small, high-performing team where every role has direct impact on the business. The people who work here don't wait for direction — they see what needs to move and they move it. The Opportunity This role sits at the operational centre of Falcon Electric's customer experience. You'll receive customer requests, drive them through the right internal process, and ensure every order reaches the right outcome — accurately, on time, and with the communication customers expect from a company that takes reliability seriously. You'll work at the centre of a cross-functional team, with direct daily access to engineering and manufacturing, giving you the resources and credibility to solve customer problems fast and accurately. What You'll Do Manage Inbound Customer Requests * Serve as the primary point of contact for inbound customer inquiries — from returning accounts and new prospects — via email and other channels * Assess each request and determine the appropriate path: direct quote, engineering-configured solution, or escalation for larger/custom projects * Prepare accurate, technically sound quotes in a timely manner, referencing current pricing, lead times, and product specifications * Confirm and process orders in the ERP system, ensuring all commercial terms, quantities, and delivery commitments are captured correctly from the start * Follow up proactively on open quotes and pending orders so nothing stalls and customers stay informed Coordinate with Engineering & Operations * Translate customer application requirements into clear, actionable briefs so engineering can respond quickly and accurately * Work daily alongside engineering and manufacturing leaders to assess feasibility, confirm lead times, and develop technically sound quotes * Escalate complex or custom project requests with the context and documentation engineering needs to move fast * Use your proximity to the production floor to give customers realistic, reliable commitments — a differentiator few competitors can match Maintain Accuracy & Account Records * Log and maintain all customer interactions, quotes, and order activity in the CRM * Flag patterns, recurring issues, or product feedback to the appropriate internal lead to continuously improve the customer experience * Identify and surface account expansion opportunities to the relevant team member What You Bring Experience * 3–5 years in an order management, customer service, or technical coordination role within a B2B industrial or manufacturing environment * Background in one or more of: UPS systems, power electronics, AC/DC or DC/DC power supplies, frequency converters/VFDs, electrical distribution or switchgear, network/IT infrastructure, or renewable energy systems * Demonstrated ability to manage high volumes of inbound requests with accuracy, speed, and professionalism * Comfortable working within both an ERP system (order processing) and a CRM (account and interaction tracking) Education * Diploma or degree in a related technical or business field is an asset; equivalent combination of education and hands-on industry experience is welcome. * Equivalent combination of education and hands-on industry experience is welcome Skills & Attributes * Strong technical aptitude — you pick up products quickly and can hold credible conversations with engineers and customers alike * Detail-oriented and process-driven — quotes are accurate, orders are clean, and nothing falls through the cracks * Clear communicator in writing and verbally, with the ability to translate technical information into plain language for customers * Self-directed and organized — you manage your own queue and know how to prioritize without being told * Thrives in a fast-moving, small-team environment where ownership is real and the work has visible impact Why Falcon * Direct impact on operational performance and customer retention from day one — your work shows up in the results * Unmatched access to engineering and manufacturing expertise, powering long-lifecycle products and real repeat-business relationships * A growth-oriented environment where strong performance opens doors, including a path to a broader commercial role as the business scales Falcon Electric is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.