About the company:

A well-established North American importer specializing in wood panel and building materials, known for its strong global supplier network, quality assurance standards, and customer-focused supply chain solutions.

Responsibilities

• Manage inbound customer communications (phone and email) with professionalism and urgency.
• Respond to inquiries with accurate, complete product and order information.
• Assess customer needs and deliver tailored solutions to ensure satisfaction.
• Handle complaints effectively and follow through to full resolution.
• Enter and process customer orders, transfers, and related documentation accurately.
• Coordinate with sales, purchasing, warehouses, trucking companies, and vendors to ensure timely fulfillment.
• Support the sales team with account updates and customer service issue resolution.
• Maintain proactive communication across departments to streamline operations.
• Monitor order status and provide updates to customers as required.
• Maintain CRM records and ensure data accuracy in internal systems.
• Follow established service standards and contribute to process improvements.
• Stay current on product knowledge, pricing, and company offerings.
• Identify opportunities to enhance customer relationships and add value.
• Collaborate with team members to improve overall service performance.
• Take ownership of new tasks and contribute to broader team and organizational goals.

Qualifications

• Strong verbal and written communication skills.
• Excellent phone etiquette and active listening skills.
• Detail-oriented with high accuracy in data entry and order processing.
• Strong organizational and time management skills.
• Customer-focused mindset with the ability to manage diverse personalities.
• Proven ability to multitask in a fast-paced environment.
• Professional demeanor with strong problem-solving skills.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Familiarity with CRM systems and customer service tools.
• Ability to work cross-functionally in a collaborative team environment.
• Post-secondary diploma or degree preferred.
• Sales support or inside sales experience considered an asset.
• Experience in distribution, building materials, or related industries is an asset.
• Adaptability and willingness to learn new systems and products.
• Strong sense of accountability and ownership.

Employment type: Full-Time, Permanent

Location: Downtown Vancouver | Hybrid (1day WFH)

Salary and benefits: $60,000 - $72,000 | Health Benefits | RRSP Matching | Vacation days | Bonus | Fitness Reimbursement