Customer Service Representative

LightFormShop; Edmonton; On-site; CAD 21,000 - 30,000; Full time

Job summary

LightFormShop is seeking a Customer Service Representative for our Edmonton head office to manage customer service cases and maintain strong client relationships. You will coordinate communications with clients and suppliers, document case details, and ensure timely resolutions while upholding company policies.

The role requires excellent communication, organization, and a proactive approach to problem-solving in a fast-paced design-oriented environment.

Qualifications

• Excellent verbal and written communication.
• Highly organized and detail-oriented.
• Aptitude for problem-solving and processing complex data.
• Ability to work independently or in a team.
• Experience in customer service preferred.

Responsibilities

• Review and document new customer service cases via phone and email.
• Communicate with clients throughout the case and manage expectations.
• Coordinate documentation for case submissions and records.
• Maintain accurate case documentation at all times.
• Follow up on open cases with stakeholders daily.
• Build and maintain relationships with vendors and clients.
• Identify cost-effective solutions acceptable to all stakeholders.
• Manage Return Authorizations.
• Monitor service issues and report summaries to management.
• Create documentation for Accounting and Purchasing teams.
• Seek process improvements and align policies with industry standards.

Skills

Communication

Documentation

Organization

Problem-solving

Collaboration

Data analysis

Job description

Are you passionate about design? Does the thought of being part of exciting design projects excite you? Eager to launch a challenging yet rewarding career in the design industry? If so, we have a brilliant career opportunity for you as a customer service representative, at our Edmonton head office.

As an integral part of our team, our Customer Service Representative is responsible for managing customer service cases and communicating with clients and suppliers to ensure cases are successfully closed while maintaining a good relationship with clients and vendors with a high degree of client satisfaction while mitigating losses to the company.

Daily responsibilities include:

• Reviewing and documenting new customer service cases via phone and email
• Communicating with clients throughout the duration of their case; letting them know about next steps while managing expectations
• Soliciting and filing all documentation required for successful case submissions and future reference (photos, receipts, correspondence, etc.)
• Maintaining accurate and thorough case documentation at all times
• Reviewing open cases daily and following up with all case stakeholders on a regular basis
• Building positive relationships and partnerships with our vendors and clients
• Communicating with vendors, sales representatives, and customers to determine cost-effective solutions acceptable to all stakeholders
• Managing the implementation of customer service solutions and ensuring accurate and detailed record-keeping
• Monitoring Customer Service issue types and presenting summary reports to management
• Create accurate and thorough documentation for use by Accounting and Purchasing teams
• Managing and coordinating Return Authorizations
• Continuously looking for ways to improve upon current processes and policies
• Monitoring customer service best practices to ensure company policies align with industry standards
• Performing preventative maintenance

You will succeed in this role if you:

• Are an excellent verbal and written communicator
• Are highly organized, detail-oriented, and manage time effectively
• Keep meticulous documentation and love implementing organizational processes
• Have an aptitude for problem-solving; ability to determine solutions for customers
• Embrace opportunities to communicate and collaborate with sales and operations teams
• Can work with and assess complex data
• Thrive in a high pressure, fast-paced environment
• Genuinely enjoy helping people while upholding company policies
• Are results-oriented and able to work both independently and within a team environment
• Understand realities of working with high-end clientele