Customer Service Representative

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.

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 escalate 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

Requirements

• 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.

Benefits

• Opportunities for training and professional development.
• Supportive, collaborative, and team-oriented work environment.