Customer Service Representative

POWERGROUP Resources; Smithville; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Training opportunities

Team-oriented environment

Job summary

The Wood Shed in Smithville is seeking a Customer Service Representative to be the first point of contact for customers, helping them find the right products, preparing quotes, and coordinating orders. You will work closely with production, purchasing, warehouse, and shipping to deliver an exceptional customer experience from inquiry to order fulfillment.

The role requires a minimum of 3 years in customer-facing roles and strong communication, organization, and problem-solving skills.

Qualifications

• Minimum 3 years of experience in customer service, inside sales, retail sales, account management, or a similar customer-facing role with direct customer interaction by phone, email, and in person.
• Experience using ERP/CRM and MS Office to prepare quotes, process orders, and manage records.
• Ability to coordinate with production, shipping, and purchasing teams to fulfill orders.
• Comfortable learning technical product knowledge to recommend solutions.

Responsibilities

• Greet and assist customers in person, over the phone, and by email, delivering professional experience.
• Prepare quotes, sales orders, invoices, and work orders accurately.
• Recommend products and solutions based on customer needs and project requirements.
• Support customers with product selection, availability, pricing, and order timelines.
• Resolve customer concerns professionally and elevate issues when required.
• Manage and maintain assigned customer accounts.
• Follow up on quotes and sales opportunities to help convert inquiries into orders.
• Assist in maintaining and growing existing monthly account holder relationships.
• Monitor customer purchasing trends and identify upselling and cross selling opportunities.
• Coordinate customer orders with production, shipping, and purchasing departments to ensure accurate and timely order fulfillment.
• Assist with account receivables follow-up and customer payment inquiries.
• Maintain accurate customer records within internal systems.
• Support front counter staff and assist with general operational questions.
• Assist outbound sales representative with marketing efforts, mass customer emailing, and lead generation.

Skills

Customer service

Inside sales

Account management

Quotes preparation

MS Office (Excel/Outlook)

ERP/CRM experience

Communication skills

Time management

Attention to detail

Team collaboration

Tools

ERP/CRM software

Microsoft Office

Job description

The Wood Shed has been proudly serving Southern Ontario for over 30 years as a trusted supplier of quality lumber, live-edge slabs, hardwoods, reclaimed wood, woodworking supplies, and custom wood products. We take pride in delivering exceptional products, expert advice, and outstanding customer service to contractors, woodworkers, builders, and homeowners alike.

As we continue to grow, we are looking for a Customer Service Representative to join our team. Reporting directly to the Office Manager, in this customer-focused role, you’ll be the first point of contact for customers, helping them find the right products for their projects while preparing quotes, managing customer accounts, coordinating orders, and building long-term relationships. Working closely with our production, purchasing, warehouse, and shipping teams, you’ll play an important role in delivering an exceptional customer experience from inquiry to order fulfillment.

This role is on-site at our Smithville location. The pace can shift quickly, especially on busy customer days. Flexibility and patience are key traits that contribute to success in the position.

We use AI-assisted tools to help identify and match applicants to our open roles. This may include reviewing resumes and suggesting potential matches. All final hiring decisions are made by humans.

Key Responsibilities

Customer Service & Sales

• Greet and assist customers in person, over the phone, and by email, delivering professional and exceptional customer experience
• Prepare quotes, sales orders, invoices, and work orders accurately
• Recommend products and solutions based on customer needs and project requirements
• Support customers with product selection, availability, pricing, and order timelines
• Resolve customer concerns professionally and elevate issues when required

Account Management

• Manage and maintain assigned customer accounts
• Build strong relationships with contractors, builders, woodworkers, and retail customers
• Follow up on quotes and sales opportunities to help convert inquiries into orders
• Assist in maintaining and growing existing monthly account holder relationships
• Monitor customer purchasing trends and identify upselling and cross selling opportunities

Administrative & Operational Support

• Coordinate customer orders with production, shipping, and purchasing departments to ensure accurate and timely order fulfillment
• Assist with account receivables follow-up and customer payment inquiries
• Maintain accurate customer records within internal systems
• Support front counter staff and assist with general operational questions and day-to-day administrative tasks as needed
• Assist outbound sales representative with marketing efforts, mass customer emailing, and lead generation
• Minimum 3 years of experience in customer service, inside sales, retail sales, account management, or a similar customer-facing role with direct customer interaction by phone, email, and in person.
• Excellent communication and interpersonal skills with a strong commitment to delivering exceptional customer service.
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and accuracy when preparing quotes, sales orders, invoices, and customer documentation.
• Strong problem-solving skills and the ability to resolve customer concerns professionally and effectively.
• Comfortable learning technical product knowledge and recommending solutions based on customer needs.
• Proficient with Microsoft Office, including Excel and Outlook, and comfortable learning ERP, CRM, point-of-sale, accounting, inventory, or order management systems.
• Experience preparing quotes, following up on quotes, generating sales, and identifying upselling and cross-selling opportunities.
• Experience coordinating orders with production, shipping, or other internal teams to support accurate order fulfillment, while handling payment inquiries and maintaining accurate customer records.
• Experience in lumber, building materials, construction, manufacturing, woodworking, hardware, flooring, millwork, cabinetry, plumbing, electrical, HVAC, industrial products, or other technical products is considered a strong asset.
• Experience serving contractors, builders, woodworkers, retail customers, or monthly account holders is considered an asset.
• Experience managing customer accounts and building long-term relationships with contractors, builders, trades, or other business customers is considered an asset.
• Competitive base salary of $50 000+ per year, based on experience and qualifications.
• Opportunities for training and professional development.
• Supportive, collaborative, and team-oriented work environment.