Senior Customer Service Representative

• Senior Customer Service Representative
• Building Products
• Edmonton, AB
  
  

Senior Customer Service Representative – Builders Division

Edmonton, AB

Lead with Service. Build with Purpose. Grow Your Career. A well-established leader in the residential building products industry is seeking a Senior Customer Service Representative to help drive service excellence and team performance within its Single Family & Wholesale division.

This role is ideal for a high-performing customer service professional with a background in construction, homebuilding, or product-based project coordination, who’s ready to take on leadership responsibilities and make a direct impact on client experience and team development.

What You’ll Do Client Engagement & Project Coordination

• Serve as a trusted point of contact for contractors, homeowners, and builders throughout the project lifecycle.
• Provide expert guidance on product selections (e.g., cabinets, railings), offering solutions that align with project specs and timelines.
• Coordinate installations, troubleshoot challenges, and follow through to ensure successful project outcomes and client satisfaction.
  
  

Order & Quote Management:

• Create, review, and process detailed client quotes.
• Convert quotes into accurate orders and oversee each stage—ensuring alignment with client expectations.
• Collaborate cross-functionally to ensure clear communication between internal teams and external partners.
  
  

Team Leadership & Mentorship:

• Mentor and support a team of Customer Service Representatives (CSRs), fostering a culture of service excellence.
• Conduct regular quality checks, offer constructive feedback, and guide the team through escalated issues.
• Promote best practices and continuous improvement across the department.
  
  

Reporting & Collaboration:

• Report on project statuses, team performance, and customer trends to management.
• Participate in team meetings and contribute to operational efficiency initiatives.
• Represent the organization professionally in all communications and occasionally at industry events or trade shows.
  
  

What You Bring:

• Proven experience in a customer service or inside sales support role—preferably in construction, building materials, or home improvement.
• Experience mentoring or coaching peers or junior team members.
• Strong organizational and project coordination skills with an eye for detail.
• Excellent written and verbal communication skills; able to interact professionally with clients and team members alike.
• Proficiency in Microsoft Office and familiarity with CRM tools.
• Ability to work independently while supporting and uplifting a team.
  
  

Why This Opportunity?

• Step into a leadership role with clear growth potential.
• Join a stable, reputable company in a booming industry.
• Work with a collaborative team that values quality, service, and innovation.
• Build your career in a role where customer experience and team development are at the forefront.