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

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