Your people skills + our products = great customer experiences.
At Formations, we believe that exceptional customer service is more than just answering questions - it’s about building trust, solving problems, and making every interaction count. We're looking for a Customer Service Specialist who thrives in a fast-paced environment and brings professionalism, attention to detail, and a team-focused mindset to every task.
If you're organized, resourceful, and ready to support a growing distribution and manufacturing business - we’d love to meet you.
Location: Full-time, on-site, Langley, BC
What You'll Be Doing:
- Respond to customer inquiries across multiple channels with confidence and efficiency by providing product recommendations, technical information, pricing, or order status updates.
- Generate and manage quotes based on customer specifications and product availability. You'll ensure accuracy, follow pricing protocols, and seek approvals when needed.
- Process orders in our ERP system (D365 Business Central), from initial PO entry to shipment coordination, ensuring all customer and product details are correct.
- Coordinate closely with the warehouse and supply chain teams to verify product availability, schedule deliveries, and ensure accuracy in picking, packing, and shipping.
- Track and follow up on backorders, ensuring customers are kept informed and that delayed items are fulfilled promptly once received.
- Handle specialty requests, like coordinating made-to-order products, ensuring details are communicated and executed properly.
- Problem-solve issues such as shipping discrepancies, product returns, and customer complaints, always aiming for a positive resolution that aligns with our service standards
In an Average Week, You Might...
- Kick off Monday with a quick huddle to align on service priorities, inventory updates, and order timelines for the week ahead
- Respond to incoming customer requests by providing product details, creating quotes, and entering sales orders with accuracy and care
- Collaborate with Territory Sales Managers to support client inquiries, assist with RFQs, and ensure order requirements are met
- Coordinate with the warehouse to confirm product availability, resolve delivery concerns, and ensure timely shipments
- Process returns or adjustments, providing clear documentation and working with Finance and Supply Chain to keep records accurate
- Wrap up Friday by reviewing backorders, following up on open quotes, and preparing for the week ahead, ensuring nothing slips through the cracks
What You Bring:
- 2–4 years of experience in customer service, order processing, or inside sales (distribution or manufacturing is a plus)
- A sharp eye for detail; you're organized, accurate, and know how to keep things moving without dropping the ball
- Strong communication skills; written, verbal, and professional under pressure
- Confidence working with systems like Microsoft Office.
- A collaborative mindset; you enjoy working with different departments and supporting the team
- A customer-first approach; you listen, problem-solve, and deliver service that builds trust
Bonus Points
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Experience in the building materials or wood products industry
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Familiarity with order logistics, inventory coordination, or supporting outside sales teams
- Familiarity with D365 Business Central
Why Join Us:
- Be part of a forward-thinking company committed to innovation and knowledge sharing.
- Work in a supportive, team-oriented environment that values respect, accountability, and communication.
- Opportunities for growth and advancement within the company.
- Competitive compensation package with 100% company sponsored health and dental benefits
- A generous flexible benefit program, including options for:
- Health Spending Account (HSA)
- Personal Spending Account (PSA)
- RRSP contributions
As part of our selection process, shortlisted candidates will be invited to complete a TRAITS Assessment. Participation in this assessment is mandatory to be considered for the role. We look forward to reviewing your application!
Salary Range: 55,000 - 65,000/ year
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