Customer Service Specialist

Job summary

The specialist will manage customer inquiries, generate quotes, and process orders within the ERP system while coordinating with warehouse and supply chain teams. They are also responsible for resolving shipping discrepancies, managing backorders, and providing technical product information to ensure a positive customer experience.

Job details

Your people skills + our products = great 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 thrives in a fast-paced environment and brings professionalism, attention to detail, and a team-focused mindset to every task. 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, Langley, BC 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. * 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 * 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: * 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 Why Join Us: * Be part of a forward-thinking company committed to innovation and knowledge sharing. * Work in a supportive, team-oriented environment that values respect, accountability, and communication. * Opportunities for growth and advancement within the company. * Competitive compensation package with 100% company sponsored health and dental benefits * A generous flexible benefit program, including options for: * Health Spending Account (HSA) * Personal Spending Account (PSA) * RRSP contributions 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! Salary Range: 55,000 - 65,000/ year #INDHP

What you’ll do

The specialist will manage customer inquiries, generate quotes, and process orders within the ERP system while coordinating with warehouse and supply chain teams. They are also responsible for resolving shipping discrepancies, managing backorders, and providing technical product information to ensure a positive customer experience.

Requirements

Candidates must have 2–4 years of experience in customer service, order processing, or inside sales, preferably within distribution or manufacturing. Strong communication skills, attention to detail, and proficiency with Microsoft Office and ERP systems are required.

Benefits

• Health insurance
• Dental benefits
• Flexible benefit program
• Health spending account
• Personal spending account
• RRSP contributions

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Order processing
• Inside sales
• Communication skills
• Problem-solving
• Attention to detail
• Microsoft Office
• D365 Business Central
• Inventory coordination
• Logistics
• Technical information
• Pricing
• Quote generation
• Shipment coordination
• Team collaboration

Job areas

• Customer Service & Support
• Manufacturing
• Logistics
• Sales
• Administrative

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