Customer Support Representative

MHZ-NA Blinds & Shading Solutions Inc.

MHZ-NA Blinds & Shading Solutions Inc. is looking for a detail-oriented Client Support Representative to join our team. The primary responsibility of this role is to review sales orders, compare them with vendor order confirmations, and communicate any discrepancies to the appropriate team members and customers. The ideal candidate is highly organized, has strong numerical skills, and can work

independently. Knowledge of German is an asset.

Job Summary

The Client Support Representative is the primary point of contact between the company and its customers. The role ensures accurate order processing, timely communication, and positive customer experience while supporting sales, logistics, and operations.

Responsibilities

• Serve as the first point of contact for customers, dealers, and internal stakeholders.
• Respond to inquiries via email and phone in a timely and professional manner.
• Provide accurate information regarding products, pricing, lead times, order status, and terms & conditions.
• Communicate delays, backorders, and issues clearly and proactively.
• Maintain a customer-focused, solution-oriented tone, even in high-pressure situations.
• Review and verify sales orders for accuracy.
• Enter, review, and validate customer orders for accuracy, completeness, and compliance with internal procedures.
• Communicate inconsistencies or issues to relevant team members for resolution.
• Maintain organized records of orders, confirmations, and communications.
• Collaborate with colleagues to ensure smooth order processing.
• Investigate issues by liaising with internal teams and external partners.
• Escalate complex or high-risk issues to management with clear documentation and recommended actions.
• Follow up to ensure resolution and customer satisfaction.
• Assist with internal reporting, tracking, and process documentation as required.
• Maintain accurate customer, order, and case records in Zoho Books.
• Ensure all correspondence, changes, and resolutions are properly documented.
• Support audits, reporting, and performance tracking through clean data practices.
• Identify recurring issues, bottlenecks, or inefficiencies in customer workflows.
• Suggest improvements to processes, templates, and communication standards.
• Contribute to the development of SOPs, FAQs, and customer support guidelines.
• One day per week, manage logistics by receiving incoming shipments and preparing and sending outgoing shipments.
• Perform other administrative tasks as required.

Requirements

• Proven experience in Customer/Client Support Representative role.
• Proficiency in sales order software, emailing, and file management.
• Strong organizational and time-management skills.
• Excellent English communication and interpersonal abilities.
• Attention to detail and problem-solving skills.
• Ability to work independently and as part of a team.
• Language: English (Required)
• Commute: Reliably commute to Vancouver, BC (V5M) or plan to relocate before starting work (Required).

Benefits

Business casual dress, Dental care, Extended health care, Vision care, Paid time off, and Store discount.

Pay: $21.00-$22.00 per hour

Benefits:

• Casual dress
• Dental care
• Life insurance
• On-site/Street parking
• Paid time off
• Vision care

Work Location: In person