Position OverviewThe Customer Service Associate is responsible for providing responsive, accurate, and professional support to dealers, designers, contractors, retailers, and other customers within the window covering industry.

This role serves as a key point of contact between customers and internal departments, helping with product questions, order status, pricing, order changes, warranty concerns, remakes, returns, and general account support. The Customer Service Associate must develop a strong understanding of custom window coverings and be able to assist customers with products, options, specifications, and ordering requirements.

Because window coverings are custom-manufactured products, attention to detail is critical. The successful candidate will be comfortable reviewing measurements, product configurations, fabrics, operating systems, motorization options, and order details while ensuring customer inquiries are handled promptly and accurately.

Key ResponsibilitiesCustomer Support

- Respond to customer inquiries by phone, email, and other communication channels in a professional and timely manner.
- Provide support to window covering dealers, designers, decorators, contractors, retailers, and trade customers.
- Assist customers with product information, availability, pricing, lead times, specifications, and ordering requirements.
- Follow up on outstanding customer questions and ensure issues are brought to resolution.
- Maintain strong relationships with customers by providing dependable and knowledgeable service.
- Escalate complex technical, production, pricing, or service issues to the appropriate department when required.

Order Support
- Assist customers with questions regarding new and existing window covering orders.
- Provide customers with order status updates and estimated completion or shipping information.
- Coordinate order changes with Order Entry and Production where changes are still possible.
- Help identify missing or unclear information before orders proceed into production.
- Assist customers with understanding acknowledgements,



invoices, shipping information, and tracking details.

Window Covering Product Support
- Develop a strong working knowledge of the company's window covering product offering
- Help customers identify appropriate products and options based on their requirements.
- Explain product limitations, minimum and maximum sizes, available configurations, and compatibility between components.
- Assist with basic troubleshooting of window covering products and operating systems.
- Provide basic motorization support and coordinate more advanced technical questions when necessary.
- Maintain awareness of new products, discontinued products, fabric changes, promotions, and product updates.

Remakes, Warranties & Service Issues
- Receive and document customer concerns related to damaged, defective, incorrect, or improperly functioning window coverings.
- Collect the information required to evaluate warranty, remake, repair, or replacement requests.
- Review order history and product specifications to help determine the appropriate resolution.
- Coordinate remakes, repairs, replacement parts, returns, and RMAs with the appropriate internal teams.
- Provide customers with updates throughout the resolution process.
- Help distinguish between manufacturing issues, ordering errors, installation issues, and product limitations.
- Maintain clear documentation of customer complaints and resolutions.

Parts & Technical Assistance
- Assist customers with identifying replacement parts and components.
- Help determine appropriate brackets, chains, clutches, end plugs, bottom bar end caps, motor accessories, remotes, chargers, and related components.
- Review photographs, order information,



and product specifications when necessary to identify required parts.
- Coordinate technical assistance with Production, Quality Control, Motorization, or other departments as required.
- Provide customers with available instructions, product guides, and troubleshooting documentation.

Dealer & Account Support
- Assist dealers with access to available customer resources
- Support current dealers during the onboarding process.
- Help customers understand company policies, ordering procedures, warranty processes, and lead times.
- Work closely with sales representatives and account managers to ensure customers receive consistent support.
- Identify recurring customer concerns and communicate opportunities for improvement to management.

Internal Coordination
- Communicate customer priorities and service issues clearly to internal departments.
- Follow up internally to ensure customer commitments are completed.
- Help prevent delays by identifying missing information or potential order issues early.
- Maintain accurate customer notes and records within the company's ERP, CRM, or customer service systems.

Qualifications
- Previous experience in customer service, order administration, inside sales, window coverings, building products, interior products, or a related industry is preferred.
- Experience in the window covering industry is considered a strong asset.
- Strong verbal and written communication skills.
- Excellent attention to detail and accuracy.
- Strong organizational and follow-up skills.
- Ability to manage multiple customer inquiries and priorities simultaneously.
- Comfortable working with measurements, product specifications, configuration options, and technical information.
- Strong problem-solving skills and ability to remain professional when resolving customer concerns.
- Comfortable using ERP systems, CRM software, Microsoft Office, email, and online ordering platforms.
- Ability to work effectively with multiple internal departments.

📌 Customer Service Representative (Toronto)
🏢 Sun Glow Window Covering Products of Canada
📍 Toronto