Role Description The Customer Service Specialist – Flooring Distribution is a full-time, on-site role based in London, ON. This role involves serving as a primary point of contact for retailers, contractors, and homeowners, responding to inquiries about products, orders, pricing, and availability via phone, email, and in-person communication. The specialist will process and track orders, coordinate with warehouse and logistics teams, and resolve delivery or product issues promptly to support a smooth distribution workflow. Responsibilities include maintaining accurate customer records, assisting with returns and warranty claims, and ensuring consistent, professional communication that reflects the company’s values. The role also supports ongoing customer education by providing product information, guiding customers through flooring options, and contributing to a positive, efficient customer experience.
Required:
- Customer service or order desk experience in distribution or wholesale
- Experience processing orders, returns, and payments in an ERP system (NetSuite strongly preferred)
- Strong written and phone communication — you'll be the voice of the company
- Comfortable juggling multiple priorities: phones, walk-ins, order changes, and follow-ups in the same hour
Strongly Preferred:
- Flooring or building-products industry experience — you understand product lines, container ETAs, and how backorders ripple through a job site's schedule
- Familiarity with web order management and e-commerce platforms
What you will do:
Customer service
- Greet walk-ins and appointments; answer and direct incoming calls
- Receive and process orders (web, email, phone), including order changes, splitting orders for backordered items, and Return Authorizations
- Keep customers informed: order updates, product ETAs, shipping inquiries, and follow-ups
- Address, record, and report customer concerns promptly and professionally
- Set up new customer accounts and website users
- Process customer payments, including credit cards
Sales Team Support
- Serve as the administrative link between the sales team and internal support teams
- Contact customers on behalf of sales staff: backorder notices, shipment and container ETAs, tracking updates, pick-up arrangements, and paperwork
- Confirm customer pricing and flag price discrepancies on purchase orders
- Place orders and process payments for the sales team as needed
Administrative & Systems
- Update product guide sheets, catalogues, and price lists; maintain product ETAs and stock availability on the website
- Monitor website orders in NetSuite: cancellations, tracking updates, and outstanding returns
- Assist the Senior Accountant with data entry as needed
Reporting and General Provisions
Reports to the company’s executives and the Communications/Policies Director. Duties are subject to change; other duties may arise as determined by the company’s executives.
Pay: $17.20-$25.00 per hour
Benefits:
- Extended health care
- Life insurance
- Paid time off
Work Location: In person
