Customer Support Representative

Job summary

Serve as the primary contact for customers, dealers, and internal stakeholders by responding to inquiries, providing order and product information, and proactively communicating delays or issues. Verify and document orders, coordinate issue resolution across internal teams and external partners, maintain accurate records in Zoho Books, support process improvements, and handle weekly shipping and receiving tasks.

Job details

MHZ-NA Blinds & Shading Solutions Inc. MHZ-NA Blinds & Shading Solutions Inc. is looking for a detail-oriented Client Support Representative to join our team. The primary responsibility of this role is to review sales orders, compare them with vendor order confirmations, and communicate any discrepancies to the appropriate team members and customers. The ideal candidate is highly organized, has strong numerical skills, and can work independently. Knowledge of German is an asset. Job Summary The Client Support Representative is the primary point of contact between the company and its customers. The role ensures accurate order processing, timely communication, and positive customer experience while supporting sales, logistics, and operations. Responsibilities Serve as the first point of contact for customers, dealers, and internal stakeholders. Respond to inquiries via email and phone in a timely and professional manner. Provide accurate information regarding products, pricing, lead times, order status, and terms & conditions. Communicate delays, backorders, and issues clearly and proactively. Maintain a customer-focused, solution-oriented tone, even in high-pressure situations. Review and verify sales orders for accuracy. Enter, review, and validate customer orders for accuracy, completeness, and compliance with internal procedures. Communicate inconsistencies or issues to relevant team members for resolution. Maintain organized records of orders, confirmations, and communications. Collaborate with colleagues to ensure smooth order processing. Investigate issues by liaising with internal teams and external partners. Escalate complex or high-risk issues to management with clear documentation and recommended actions. Follow up to ensure resolution and customer satisfaction. Assist with internal reporting, tracking, and process documentation as required. Maintain accurate customer, order, and case records in Zoho Books. Ensure all correspondence, changes, and resolutions are properly documented. Support audits, reporting, and performance tracking through clean data practices. Identify recurring issues, bottlenecks, or inefficiencies in customer workflows. Suggest improvements to processes, templates, and communication standards. Contribute to the development of SOPs, FAQs, and customer support guidelines. One day per week, manage logistics by receiving incoming shipments and preparing and sending outgoing shipments. Perform other administrative tasks as required. Requirements Proven experience in Customer/Client Support Representative role. Proficiency in sales order software, emailing, and file management. Strong organizational and time-management skills. Excellent English communication and interpersonal abilities. Attention to detail and problem-solving skills. Ability to work independently and as part of a team. Language: English (Required) Commute: Reliably commute to Vancouver, BC (V5M) or plan to relocate before starting work (Required). Benefits Business casual dress, Dental care, Extended health care, Vision care, Paid time off, and Store discount. Pay: $21.00-$22.00 per hour Benefits: Casual dress Dental care Life insurance On-site/Street parking Paid time off Vision care Work Location: In person

What you’ll do

Serve as the primary contact for customers, dealers, and internal stakeholders by responding to inquiries, providing order and product information, and proactively communicating delays or issues. Verify and document orders, coordinate issue resolution across internal teams and external partners, maintain accurate records in Zoho Books, support process improvements, and handle weekly shipping and receiving tasks.

Requirements

The role requires proven customer or client support experience, proficiency with sales order software, email, and file management, and strong organizational, time-management, communication, and problem-solving abilities. Candidates must be detail-oriented, able to work independently and collaboratively, communicate excellently in English, and reliably commute to or relocate to Vancouver, BC.

Benefits

• Business Casual Dress
• Dental Care
• Extended Health Care
• Vision Care
• Paid Time Off
• Store Discount
• Life Insurance
• On-Site/Street Parking

Listed skills

• Customer support · Preferred
• Attention to detail · Preferred
• Organization · Preferred
• Time management · Preferred
• Problem solving · Preferred
• written communication · Preferred
• interpersonal skills · Preferred
• issue resolution · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• Order Verification
• Order Processing
• Customer Communication
• Attention To Detail
• Numerical Skills
• Organization
• Time Management
• Problem Solving
• Written Communication
• Interpersonal Skills
• Recordkeeping
• Issue Resolution
• Process Improvement
• Zoho Books
• File Management

Job areas

• Customer Service & Support
• Administrative
• Logistics
• Sales