Client Experience & Service Coordinator

Job summary

Manage client service and warranty cases from initial inquiry through resolution, coordinating claims, returns, repairs, replacements, credits, and communication with clients, vendors, and internal teams. Maintain accurate case records, follow up on outstanding matters, report on cases, and identify service trends and process improvements.

Job details

Are you passionate about design, building relationships, and creating exceptional client experiences? Do you enjoy problem-solving, staying organized, and finding solutions? LightForm is looking for a proactive, detail-oriented Client Experience & Service Coordinator to join our Edmonton Head Office team. In this role, you'll oversee client service and warranty matters from initial inquiry through to resolution. Working closely with clients, manufacturers, suppliers, sales representatives, and internal teams, you'll coordinate service cases, manage product returns, and ensure every situation is handled with care, efficiency, and professionalism. As a representative of a premium design brand, you'll play an important role in maintaining client satisfaction while balancing vendor relationships, company policies, and operational needs. Key Responsibilities Manage incoming client service and warranty inquiries through phone and email, taking ownership of each case through to resolution. Communicate with clients throughout the process, providing updates, managing expectations, and ensuring a positive experience. Coordinate warranty claims, product replacements, repairs, credits, and Return Merchandise Authorizations (RMAs). Work with manufacturers, suppliers, and internal teams to investigate issues and find effective, cost-conscious solutions. Gather and maintain accurate case documentation, including photographs, receipts, correspondence, and supporting information. Monitor outstanding cases and proactively follow up to ensure timely resolutions. Prepare documentation and reports for management, Accounting, and Purchasing teams. Identify recurring issues, service trends, and opportunities to improve internal processes and reduce costs. Support preventative maintenance initiatives and help maintain service policies and procedures aligned with company and industry standards. What You'll Bring Excellent written and verbal communication skills. Strong organizational skills and exceptional attention to detail. A proactive, solutions-oriented mindset with the ability to take ownership and follow through. The ability to manage multiple priorities in a fast-paced environment. Strong problem-solving, administrative, and documentation skills. Confidence navigating challenging conversations and building positive client and vendor relationships. The ability to work independently and collaboratively across multiple departments. An understanding of the expectations that come with working with high-end clientele. An interest in design, lighting, and the design industry. What Success Looks Like You'll deliver a consistent, professional client experience, manage service matters efficiently, build strong vendor relationships, and identify opportunities to make our processes better. At LightForm, we believe great design deserves an equally great experience. We're looking for someone who takes pride in making that happen. What We Offer Competitive salary based on experience Paid vacation Health and dental benefits Employee product discounts Opportunities for professional development and career growth A collaborative, creative, and design-focused work environment Exposure to leading international design and lighting brands Opportunities to attend industry events, trade shows, and product launches A supportive team environment with opportunities to learn and grow Company events and team gatherings

What you’ll do

Manage client service and warranty cases from initial inquiry through resolution, coordinating claims, returns, repairs, replacements, credits, and communication with clients, vendors, and internal teams. Maintain accurate case records, follow up on outstanding matters, report on cases, and identify service trends and process improvements.

Requirements

The role calls for strong communication, organization, attention to detail, problem-solving, documentation, and the ability to manage multiple priorities independently and collaboratively. Candidates should be proactive, comfortable handling challenging conversations, able to build positive client and vendor relationships, and interested in design, lighting, and high-end clientele.

Benefits

• Paid Vacation
• Health And Dental Benefits
• Employee Product Discounts
• Professional Development And Career Growth
• Industry Events, Trade Shows, And Product Launches
• Company Events And Team Gatherings

Listed skills

• Organization · Preferred
• Attention to detail · Preferred
• Problem solving · Preferred
• Customer service · Preferred
• Client Relationship Management · Preferred
• Prioritization · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Written And Verbal Communication
• Organization
• Attention To Detail
• Problem-Solving
• Client Service
• Warranty Claims Coordination
• Case Documentation
• Vendor Relationship Management
• Client Relationship Management
• Prioritization
• Administrative Skills
• Follow-Through
• Process Improvement
• Managing Challenging Conversations

Job areas

• Customer Service & Support
• Administrative
• Retail
• Art & Design

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