Job Description
About Shouldice Stone
Shouldice Stone is a proudly Canadian manufacturer of high-quality masonry products. We are committed to delivering exceptional service and providing durable, premium products to our customers across North America. As part of our customer-first approach, we are seeking a Customer Solutions Specialist to join our team at our Shallow Lake showroom.
About the Role
Reporting to the Manager – Product & Customer Experience, the Customer Solutions Specialist plays a critical role in supporting customers from quote approval through delivery. This role involves proactive communication, project coordination, relationship management, and sales support. Your professionalism, responsiveness, and problem-solving abilities will ensure every customer enjoys an exceptional experience.
Key Responsibilities
Responsibilities will include, but are not limited to:
1. Customer Account & Project Coordination
2. Communication & Issue Resolution
3. Relationship Management
4. Sales Support & Lead Management
5. Internal Collaboration
6. Other duties as assigned
Job Duties
Customer Account & Project Coordination
- Serve as the main point of contact for assigned customer accounts or projects.
- Track project status from quoting through production and delivery.
- Ensure that customers are kept informed about timelines, changes, and next steps.
- Monitor delivery expectations and proactively communicate logistics updates.
Communication & Issue Resolution
- Respond to customer inquiries with urgency and professionalism.
- Anticipate needs and identify potential challenges before they impact the customer.
- Escalate technical or order-related issues to appropriate internal teams for resolution.
- Follow up to confirm issue resolution and customer satisfaction.
Relationship Management
- Build strong, trust-based relationships with dealers, distributors, and other key industry stakeholders.
- Represent the voice of the customer internally, advocating for their experience and expectations.
- Maintain ongoing contact with returning customers, creating opportunities for repeat business.
Sales Support & Lead Coordination
- Manage incoming leads, ensuring prompt follow-up and clear documentation.
- Work closely with sales to qualify leads and route them to the appropriate internal teams.
- Maintain visibility of lead status and activity, supporting a smooth transition from interest to order.
- Track sample activity and follow up to gauge interest and support lead conversion.
- Identify opportunities to re-engage dormant leads and contribute to sales pipeline growth.
Internal Collaboration
- Work closely with Product, Technical, and Production teams to ensure accurate and timely project coordination.
- Support marketing efforts by managing requests for technical documents, product data sheets, and print materials.
- Maintain accurate notes and updates in the ERP system or similar order tracking systems.
Other Duties as Assigned
- Participate in team training, process improvement initiatives, and customer feedback loops.
- Support marketing, sales, or leadership with special projects as needed.
Qualifications
Required
- 5+ years of experience in customer-facing roles, ideally in construction, manufacturing, or retail sales.
- Strong communication and relationship-building skills.
- High attention to detail and ability to manage multiple projects simultaneously.
- Strong organizational skills and follow-through.
- Proven ability to work independently and solve problems proactively.
Preferred
- Familiarity with ERP systems and similar order tracking tools.
- Understanding of lead times, quoting processes, and logistics in a manufacturing environment.
What You Bring
- Open and customer-first mindset
- Strong communication and follow-through
- Critical thinking and problem-solving abilities
- Ability to prioritize and manage competing tasks
- Strong relationship-building skills
Work Environment
- On-site position based in Shallow Lake, ON
- Regular interaction with customers and visitors at the showroom front desk
- Computer-based tasks for most of the workday
- Collaborative office environment
Benefits
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
Why Work With Us?
- Supportive and team-oriented culture
- Opportunities for professional growth
- Competitive salary and benefits
- Proudly Canadian, family-owned company with a reputation for excellence
Apply Today
If you are passionate about customer service and enjoy working in a fast-paced environment, we encourage you to apply with your resume and cover letter.
Accessibility and Equal Opportunity Statement:
Shouldice Stone is committed to providing accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of the recruitment process, please notify us, and we will work with you to meet your needs.
We are an equal opportunity employer and welcome applications from all qualified individuals. Shouldice Stone values diversity in the workplace and is committed to fostering an inclusive environment for all employees.
