Customer Service Specialist

Your people skills our products great customer experiences.

At Formations we believe that exceptional customer service is more than just answering questions - its about building trust solving problems and making every interaction count. Were 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 youre organized resourceful and ready to support a growing distribution and manufacturing business - wed love to meet you.

Location: Full-time on-site Edmonton AB

What Youll 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. Youll 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:

• 24 years of experience in customer service order processing or inside sales (distribution or manufacturing is a plus)
• A sharp eye for detail; youre 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 embodyFormations core valuesin how you work:

• Citizenshipis choosing to act in the best interest of the whole even when its outside your immediate how your work impacts customers teammates and the success of the company.
• Tenacityis the perseverance and resilience to keep moving forward when obstacles competition or uncertainty challenge us. Staying committed until the job is done and not letting that fire dim.
• Resourcefulnessis finding smarter practical more creative solutions and adapting faster than others by making the most of what we already have.

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.
• 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 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 aâTRAITS Assessment. Participation in this assessment isâmandatoryâto be considered for the role. We look forward to reviewing your application!â

#INDHPâ

Required Experience:

IC