Your versatility + our products = exceptional customer experiences.
At Formations, we believe that exceptional customer service is more than just answering questions - it’s about building trust, solving problems, and making every interaction count. We’re looking for a Customer Service Specialist who’s as comfortable on the phone with a customer as they are helping in the warehouse to ensure an order gets out the door on time. If you’re organized, hands-on, and thrive in a fast-paced environment, this could be the perfect fit.
If you're organized, resourceful, and ready to support a growing distribution and manufacturing business - we’d love to meet you.
Location: Full-time, on-site, Saskatoon, SK
What You'll Be Doing:
- Respond to customer inquiries across multiple channels with confidence and efficiency by providing product recommendations, technical information, pricing, or order status updates.
- Jump in where needed - whether that means assisting the warehouse team with picking or packing orders, hopping on the forklift to load a shipment, or supporting the sales team with a follow-up call.
- Generate and manage quotes based on customer specifications and product availability. You'll ensure accuracy, follow pricing protocols, and seek approvals when needed.
- Process orders in our ERP system (D365 Business Central), from initial PO entry to shipment coordination, ensuring all customer and product details are correct.
- Coordinate closely with the warehouse and supply chain teams to verify product availability, schedule deliveries, and ensure accuracy in picking, packing, and shipping.
- Track and follow up on backorders, ensuring customers are kept informed and that delayed items are fulfilled promptly once received.
- Handle specialty requests, like coordinating made-to-order products, ensuring details are communicated and executed properly.
- Problem-solve issues such as shipping discrepancies, product returns, and customer complaints, always aiming for a positive resolution that aligns with our service standards
In an Average Week, You Might...
- Kick off Monday with a quick huddle to align on service priorities, inventory updates, and order timelines for the week ahead
- Respond to incoming customer requests by providing product details, creating quotes, and entering sales orders with accuracy and care
- Collaborate with Territory Sales Managers to support client inquiries, assist with RFQs, and ensure order requirements are met
- Jump into the warehouse to help process a large shipment or load a truck to keep things on schedule.
- Coordinate with the warehouse to confirm product availability, resolve delivery concerns, and ensure timely shipments
- Process returns or adjustments, providing clear documentation and working with Finance and Supply Chain to keep records accurate
- Wrap up Friday by reviewing backorders, following up on open quotes, and preparing for the week ahead, ensuring nothing slips through the cracks
What You Bring:
- 2–4 years of experience in customer service, order processing, or inside sales (distribution or manufacturing is a plus)
- A sharp eye for detail; you're organized, accurate, and know how to keep things moving without dropping the ball
- Strong communication skills; written, verbal, and professional under pressure
- Confidence working with systems like Microsoft Office.
- A collaborative mindset; you enjoy working with different departments and supporting the team
- A customer-first approach; you listen, problem-solve, and deliver service that builds trust
Bonus Points
Experience in the building materials or wood products industry
Familiarity with order logistics, inventory coordination, or supporting outside sales teams
- Familiarity with D365 Business Central
You embody Formations’ core values in how you work:
- Citizenship is choosing to act in the best interest of the whole, even when it’s outside your immediate role. Understanding how your work impacts customers, teammates, and the success of the company.
- Tenacity is the perseverance and resilience to keep moving forward when obstacles, competition, or uncertainty challenge us. Staying committed until the job is done and not letting that fire dim.
- Resourcefulness is finding smarter practical, more creative solutions and adapting faster than others by making the most of what we already have.
Why Join Us:
- Be part of a forward-thinking company committed to growth and knowledge sharing.
- Access opportunities for professional growth and advancement within the organization.
- Receive a competitive compensation package with eligibility for the Short-Term Incentive Plan (STIP).
- Enjoy 100% company-sponsored health and dental benefits and access to an Employee Assistance Program (EAP).
- Experience recognition programs that celebrate team loyalty, demonstration of core values, and contributions to success. Benefit from a flexible benefits program tailored to your needs, including:
- Health Spending Account (HSA)
- Personal Spending Account (PSA)
- RRSP contribution
As part of our selection process, shortlisted candidates will be invited to complete a TRAITS Assessment. Participation in this assessment is mandatory to be considered for the role. We look forward to reviewing your application!
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