Client Experience & Service Coordinator

LightForm Canada; Vancouver; Sur place; CAD 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Health benefits

Dental benefits

Paid vacation

Employee discounts

Career development

Team events

Résumé du poste

LightForm Canada in Edmonton is seeking a proactive Client Experience & Service Coordinator to oversee client service and warranty matters from inquiry to resolution.

You will work with clients, manufacturers, suppliers, and internal teams to coordinate service cases, RMAs, and product returns while maintaining premium client experiences.

The role emphasizes organization, communication, and cost-conscious problem solving in a design-focused environment.

Qualifications

• Excellent written and verbal communication.
• Strong organizational skills with attention to detail.
• Proactive, solutions-oriented mindset with ownership.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative and independent work across departments.

Responsabilités

• Manage incoming client service and warranty inquiries through phone and email.
• Provide updates to clients and manage expectations throughout the process.
• Coordinate warranty claims, RMAs, replacements, repairs and credits.
• Investigate issues with manufacturers and internal teams for cost-conscious solutions.
• Maintain thorough case documentation with photos, receipts, correspondence.
• Monitor cases and follow up to ensure timely resolutions.
• Prepare reports for management, Accounting, and Purchasing.
• Identify recurring issues and opportunities to improve processes.

Connaissances

Client communication

Organization

Problem solving

Attention to detail

Relationship building

Documentation

Description du poste

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