Customer Service Specialist

Your versatility + our products = exceptional 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's as comfortable on the phone with a customer as they are helping in the warehouse to ensure an order gets out the door on time. If you're organized, hands-on, and thrive in a fast-paced environment, this could be the perfect fit.

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, Saskatoon, SK

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.
• Jump in where needed - whether that means assisting the warehouse team with picking or packing orders, hopping on the forklift to load a shipment, or supporting the sales team with a follow-up call.
• 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
• Jump into the warehouse to help process a large shipment or load a truck to keep things on schedule.
• 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:

• Willingness to learn, jump in, and help wherever needed from customer calls to forklift operations (valid forklift ticket is an asset, but not required).
• 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

• Experience in the building materials or wood products industry
• Familiarity with order logistics, inventory coordination, or supporting outside sales teams
• Familiarity with D365 Business Central

You embody Formations' core values in how you work:

• Accountability - You show up ready to deliver, take ownership of your results, and follow through on commitments. You approach challenges with tenacity, learn from experience, and set a high standard for reliability and performance.
• Communication - You listen actively, ask questions, and promote open dialogue that builds trust and supports collaboration across teams.
• Innovation - You show resourcefulness by finding creative, practical, and efficient ways to improve work processes, enhance safety, and deliver quality.
• Respect - You treat others with fairness, empathy, and professionalism. You contribute to a safe, inclusive workplace where everyone feels heard and valued, recognizing that respect builds the foundation of our culture and reflects strong citizenship.
• Team - You support others through challenges, celebrate collective success, and put the team's progress ahead of individual gain.

Why Join Us:

• Be part of a forward-thinking company committed to growth and knowledge sharing.
• Access opportunities for professional growth and advancement within the organization.
• Receive a competitive compensation package with eligibility for the Short-Term Incentive Plan (STIP).
• Enjoy 100% company-sponsored health and dental benefits and access to an Employee Assistance Program (EAP).
• Experience recognition programs that celebrate team loyalty, demonstration of core values, and contributions to success. Benefit from a flexible benefits program tailored to your needs, including:
• Health Spending Account (HSA)
• Personal Spending Account (PSA)
• RRSP contribution

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