Customer Service Representative-Sales Operations

At KI, we believe knowing our customers helps us serve them better. We listen. We observe. We understand that each customer has unique needs. So, we pride ourselves on helping our customers make smart furniture decisions by offering expert advice, design options and personalized solutions.Since 1941, we’ve positioned KI as the furniture company that best understands the furniture industry and is committed to providing customers with the smart solutions. By targeting specific markets with solutions for business furniture, university furniture, educational furniture, healthcare furniture and government furniture, we can quickly respond to our customers’ unique needs – including the choice to procure furniture according to what fits their ordering and fulfillment process. That’s why we say we offer far more than furniture. We’re Furnishing Knowledge.

POSITION HIGHLIGHTS
TITLE Customer Service Representative (Contract Term)
DEPARTMENT Customer Service KI Canada
LOCATION Pembroke
REPORTS TO Customer Service Manager
DIRECTLY MANAGES None
EXEMPTION STATUS Non-Exempt
DATE CREATED 02/05/19
DATE OF MOST RECENT UPDATE 04/11/2025

POSITION OVERVIEW
This is a contract position is within the Canadian Customer Service Team, performing a variety of supportive and administrative tasks, order entry, quoting, and other duties as needed.

% of Time List the functions required of a person to perform this position.
85%

Order Processing/Customer Service:

• Enter and audit both Inter-company and customer orders
• Clarify any unclear details regarding customer orders
• Scan acknowledgements, PO’s and any other relevant documentation into Metaviewer for archival purposes
• Perform quoting, providing accurate costing and margin reports
• File any documents associated with customer service
• Assist with freight, quoting and enquiries, pre and post shipment

10%

Customer/Sales Representative Support:

• Order status updates
• Install/Repair & Replace assistance
• Forwarding of Detailed Packing Lists
• Proof of Delivery upon requests
• Coordinate claims of damaged product upon delivery against carriers

5%

Other:

• Other tasks and responsibilities as needed

100%

QUALIFICATIONS
Category Requirements
EDUCATION Diploma or Degree in Business Administration or related field preferred
EXPERIENCE

• Office experience required
• Preferred manufacturing experience/exposure

CERTIFICATIONS/ LICENSES • N/A
KNOWLEDGE/
SKILLS/
ABILITIES

• Computer proficiency especially Microsoft Office
• Ability to work collaboratively as part of a team
• Professional demeanor and attitude
• Ability to exercise good judgement
• Reliable

WORKING CONDITIONS
Category Requirements
TRAVEL • None
PHYSICAL DEMANDS

• Ability to sit up to 80% of time
• Ability to climb stairs multiple times daily

WORK
ENVIRONMENT

• Office environment (open concept)
• This is an on-site position, with work from home not available

Please note this job description is not designed to cover or contain a comprehensive listing of functions or responsibilities that are required of the employee for this job. Functions and responsibilities may change at any time with or without notice.

KI is an Equal Opportunity Employer.