Customer Service Specialist
About The Position
As the Customer Service Specialist (CSS), you are the face of the company. In our team driven office, you will report to the Sales and Business Development Manager and work closely with other Specialists within our Customer Service team to keep the business moving forward. You will interact directly with AEC professionals to determine the best solution for their project requirements, and support them from their first call through to delivery, providing exceptional service by applying our proven customer support process. You are all about attention to detail and delivering solutions that solve real customer problems. You prioritize listening and understanding, fostering lasting relationships through attentive dependable service. You have an aptitude and desire to grasp technical details, drawing on the expertise of our technical team, your in-house training, and resources such as product literature, web links, submittal drawings, and samples to provide detailed application-based consultation.
Requirements
- Minimum 2 years of customer service experience in a similar role
- Exceptional attention to detail with the ability to perform complex tasks accurately
- Strong written and telephone communication skills
- Versatility to manage multiple customers and priorities simultaneously
- Ability to investigate, problem-solve, and follow through on commitments
- Excellent organizational skills, including priority-based time management and task tracking
- Team player attitude: willing to share workload and contribute to a cooperative environment
- Enthusiasm to learn and understand our market, products, and customer environment
- Tech-savviness: experience with QuickBooks or similar software, Microsoft Office Suite, and CRM platforms
Nice To Haves
- Previous experience in manufacturing, construction, commercial building supply, or another B2B sales environment is preferred
- Experience in customer support or account management is an asset
- Experience in construction, architecture, manufacturing, or commercial building products
- Familiarity with custom, specification-based, or project-based products and orders
- Ability to read drawings, specifications, or technical product information
- Bilingual communication skills (English/French or English/Spanish) are an asset
- Interest in improving processes and customer experience
Responsibilities
- Providing tailored product recommendations and detailed application-based consultation to AEC professionals across North America and the Caribbean
- Preparing and delivering accurate commercial quotes, including cost of goods, trade discounts, freight costs, and delivery timelines
- Managing customer accounts through our CRM, accounting, and quoting software, following our established account management process
- Communicating promptly and professionally with customers by phone and email throughout the full project lifecycle
- Collaborating with teammates to share workload, maintain service standards, and support a cooperative team environment
- Investigating and resolving customer inquiries with a problem-solving mindset and strong attention to detail
Benefits
- Competitive hourly wage plus participation in the company bonus program
- Comprehensive medical, dental, and vision care with 100%-employer-paid premiums
- Flexible paid vacation
- Continuous learning and professional development
- Consistent performance management process
- Monthly peer recognition celebrations, staff meals, and social events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
