This role ensures customer orders, returns, and communications are handled accurately and professionally. The position supports both customers and the sales team by keeping order flow smooth, reliable, and well-coordinated.
This is a structured, execution-focused role suited to someone who enjoys precision, follow-through, and being the operational backbone of a growing business.
Key Responsibilities
Order Management
- Enter customer sales orders accurately into NetSuite
- Process return authorizations and transfer orders
- Manage open and back orders
- Coordinate special orders and delivery schedules
- Fulfill remote warehouse orders
- Process intercompany sales orders
- Send order confirmations and picking tickets
Customer Service
- Provide order status and tracking information
- Assist with product availability and shipping questions
- Coordinate samples when required
Sales Support
- Assist sales reps with pricing and stock checks
- Update price pages when requested
- Support trade show preparation
- Manage outgoing merchandise
Skills & Capabilities
- Robust attention to detail
- Clear and professional phone communication
- Comfortable using ERP systems (NetSuite preferred)
- Good time management and organisation
- Calm under pressure
- Reliable and accountable
Experience
- 2-5 years in order desk, distribution, or B2B customer service
- ERP experience required (NetSuite preferred)
- Building materials experience an asset
Success Measures
- Order accuracy
- Backorder control
- Timely customer responses
- Clean handoffs to warehouse and finance
- Consistent adherence to process
POWERS-7 Behavioural Expectations (How we expect you to work within the team)
P - Progress
We keep improving daily.
- Look for small ways to improve order accuracy, clarity, and speed
- Suggest practical improvements to processes
O - Ownership
We own our behaviour and we own our process.
- Take responsibility for your work from start to finish
- Raise issues early rather than passing problems along
- Follow through until the task is complete
W - Wins
We seek wins and celebrate wins together.
- Support the team during busy periods
- Recognize when orders, projects, or customer issues are resolved successfully
- Contribute positively to team morale
E - Empathy & Clarity
We communicate clearly and kindly under stress.
- Speak respectfully with customers and colleagues
- Clarify rather than assume
- Stay calm and solution-focused when issues arise
R - Results
We finish what matters.
- Prioritize tasks that directly impact customers and operations
- Complete work fully and correctly — not partially
- Maintain accuracy even under time pressure
S - Support the Team
We back each other up.
- Help colleagues when workloads spike
- Share information clearly to prevent errors
- Maintain clean handoffs between Sales, Warehouse, and Finance
7 - Customer First
Without our customers, we have no business.
- Keep customer impact in mind when making decisions
- Ensure communications are clear and timely
- Protect the company’s reputation through professionalism and accuracy
Pay: $45,000.00-$65,000.00 per year
Benefits :
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
Experience :
- Business to Business Customer Service: 1 year (required)
Work Location: In person
📌 Customer Service & Sales Support Administrator (Surrey)
🏢 Powerhouse Building Solutions
📍 Surrey
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