Customer Service & Administration Representative

Who We Are

For the last 40 years, Source Office Furniture & Systems Ltd. has been offering the best value in high-quality office furniture throughout Canada. We pride ourselves in offering unsurpassed customer service and a collaborative team environment where every employee is a part of our success. We are a rapidly growing and dynamic company and are seeking enthusiastic and energetic individuals to join our team.

Source Office Furniture is seeking a Customer Service & Administration Representative at our Calgary, AB location. This is a full-time in-office, permanent position.

About The Role

As the Customer Service & Administration Representative, you will play an important role in supporting our online sales and customer service operations. You will be responsible for processing and reviewing online orders, coordinating web leads, responding to customer inquiries, maintaining accurate information across our systems, and assisting with website product administration.

You will work closely with Customer Service, Sales, Operations, Product Management, Marketing, and our website/e-commerce teams to ensure customers receive accurate information and a consistent experience from their initial inquiry through order processing.

What A Successful Candidate Looks Like

You enjoy helping customers, but you are equally comfortable working behind the scenes to make sure orders and information are correct. You notice details, ask questions when something does not look right, and take ownership of following an issue through to resolution.

You are comfortable learning new systems, working with data, following established processes, and adapting when those processes change. You can manage several priorities at once without losing track of the details and enjoy working with different departments to solve problems.

Why Join Source?

• Join a growing Canadian company with a strong reputation and established brand
• Work in a collaborative, supportive environment that values leadership and accountability
  
  

We Provide

• Fun and positive work environment
• Opportunity for professional growth
• Competitive wage: $24-$25 per hour
• 100% paid health and dental benefits plan after a successful 3-month probation, including a $250 Health Spending Account
• Employee Assistance Program (EAP)
• Employee discounts on our products
  
  

What You’ll Do

Online Order Administration

• Receive, review, and process online orders accurately, verifying customer details, addresses, products, pricing, taxes, location assignments, and delivery or pickup instructions.
• Enter and maintain orders in SYSPRO, following established procedures and investigating, resolving, or escalating discrepancies before processing.
• Route orders to the appropriate location or team and coordinate with stores, Customer Service, and other departments to resolve order-related questions or issues.
  
  

Web Leads & Customer Inquiries

• Monitor, review, and distribute web leads to the appropriate location or salesperson, maintaining accurate records of assignments, statuses, follow-ups, and order or quote details.
• Respond to customers by online chat, email, and telephone, assisting with product, order, delivery, pickup, and general service inquiries.
• Direct product, warranty, service, pricing, and technical inquiries to the appropriate internal resource and follow up to ensure resolution.
  
  

Website & Product Administration

• Add, remove, correct, and maintain website product information, including kit and component listings, pricing, specifications, and supporting materials.
• Identify and report website, ordering, product-data, and system discrepancies, coordinating with the appropriate teams to correct and resolve them.
  
  

Administration & Process Support

• Maintain accurate records of customer interactions, online orders, web leads, and requests, and keep procedures and internal reference materials current.
• Follow established procedures, provide general administrative support, and identify opportunities to improve processes.
• Collaborate with Sales, Customer Service, Operations, Product Management, Marketing, and website/e-commerce teams to improve efficiency, data accuracy, and the customer experience.
  
  

What You Bring

• High school diploma required; post-secondary education in business administration, operations, logistics, or a related field is an asset, along with experience in customer service, order administration, e-commerce, sales support, or a related role.
• Strong computer skills and the ability to quickly learn new software; proficiency with Excel, Outlook, and Microsoft 365, with ERP or order-management experience such as SYSPRO considered an asset.
• Excellent written and verbal communication skills, with a customer-focused, patient, and professional approach to questions and complaints.
• Strong organizational skills and attention to detail, with the ability to manage multiple customer service and administrative priorities.
• Strong problem-solving skills, including identifying and investigating incorrect or incomplete information, asking questions before proceeding, working independently, and escalating issues when appropriate.
• Ability to collaborate effectively across departments and locations;
• Must be legally authorized to work in Canada.
  
  

Shift Schedule: Monday to Friday, 8:30am to 5pm.

Learn more about us at www.source.ca. Be part of Team Source now!

#INDHP