Customer Service Representative

2 weeks ago

Langley, Canada Formations Inc. Full time

**Who we are**: Formations Inc. is a forward-thinking distribution company committed to provide quality product, knowledgeable staff and substantial financial commitment through inventory and investment in our customers to ensure the success of our customers, suppliers, and industry. Formations Inc. is a privately-owned wholesale distributor of non-structural wood products and accessories and Manufacturing of Cabinet Doors to the woodworking community in Western Canada.

At Formations, we are driven by a shared purpose**:Building a business that provides exceptional customer experience and inspires design.**

**What does Formations believe in?**

1) Respect
- Respect for all teammates, customers, vendors & all other stakeholders

2) Accountability
- Accountable to the team and holding others accountable

3) Team
- Unified team working together to achieve the goals of the Company

4) Communication
- Open, unbiased and honest communication

5) Innovation
- Continuous improvement on all aspects of our business

**Products and services Formations offers**:

- High Pressure Laminate
- Solid Surfacing
- Decorative Panels
- Laminate
- Edge Treatments
- Veneer
- Hardwood Plywood
- Hardwood Lumber
- Wood & specialty coatings
- Adhesives and Abrasives
- Hardware

**Essential Functions (fundamental job duties)**:

- Follow and contribute to the sales process and create and meet sales goals as set out by Regional Business Development Manager.
- Establish and maintain effective relationships with the customers; based on quality products, services, and convenience.
- Understanding and analyze customers' needs by asking critical questions and identifying sales opportunities and solutions.
- Assisting customers with general inquiries regarding but not limited to pricing, products, availability of inventory, delivery, and order confirmations.
- Liaison between our customers and our fulfillment team, communicating expected delivery date, and explaining stock-outs.
- Closes new accounts and verifying information for entry into the CRM for record activities and appropriate hand off to Sales Representatives, Account Managers, Territory Managers.
- Efficiently dealing with customer nontechnical inquiries and complaint resolution and escalating to senior sales members where higher-level resolution is required.
- Input sales orders into the business central in an accurate and timely manner.
- Stay current with product knowledge/updates from vendors to ensure proper demonstration of product features.
- Maintain an organized workspace and properly file documents, updates, and product information so it is readily accessible for reference and to answer questions.

**Job Effort and Working Conditions**:

- Works in close direction of senior personnel in the functional area.
- Office environment situated at open front desk of branch office.
- Set schedule based on branch hours, 8:00am-5:00pm.
- Occasional over time as per business needs.

**Qualifications and Abilities**:

- Minimum of a Highschool diploma or equivalent.
- Moderate understanding of general aspects of the CSR role.
- Strong communicator (written and verbal) with superior customer service skills.
- Self-motivated and driven to continuously improve and add value to the organization.
- High sense of urgency to set and achieve monthly and annual goals.
- Strong computer and accuracy skills are required for processing orders, ordering material, checking inventory, etc.
- Demonstrated proficiency with MS Office.
- Continuous hunger and desire to learn about Formations products.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$55,000.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 2 years (required)
- Microsoft Office: 1 year (required)

Work Location: One location

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