Customer Success Representative - Forma Steel

Forma Steel specializes in manufacturing high-quality steel roofing, siding, trim, and custom panels in a wide range of gauges, colors, and finishes. We manufacture our product in Fort Macleod, AB, approximately 25 minutes West of Lethbridge. 

Job Summary
The Customer Success Representative is responsible for managing day-to-day communication with account customers via phone and email. The position provides product support, answers customer questions, processes inquiries and orders, and identifies opportunities to offer complimentary products that complete customer orders. The role serves as a key liaison between customers and internal departments, including sales, production, and shipping.

Essential Duties and Responsibilities
· Respond promptly and professionally to customer inquiries by phone and email.
· Provide accurate information regarding pricing, products, specifications, availability, lead times, and order status.
· Prepare standard quotes and process customer orders and changes accurately.
· Review orders for completeness and accuracy before processing.
· Coordinate with internal teams to ensure customer expectations are met.
· Proactively communicate changes or potential issues before they impact the customer.
· Offer and recommend complimentary products (e.g., fasteners, flashings, closures, sealants, and related accessories) applicable to customer orders.
· Enter and process customer orders, standard product quotes, and change requests accurately in the order management system.
· Investigate and resolve customer concerns; escalate unresolved or complex issues to the Customer Success Manager as required.
· Help achieve First Time Right by identifying potential errors before they reach the customer.
· Identify recurring issues and opportunities to improve customer experience.
· Develop strong knowledge of Forma Steel products, applications, pricing, and capabilities.
· Assist customers in selecting appropriate products for their requirements.
· Coordinate with production, shipping, and sales staff to confirm order accuracy and delivery timelines.
· Maintain accurate records of customer interactions, orders, and follow-up actions in accordance with company procedures.
· Ensure customer information is communicated effectively across departments.
· Support accurate forecasting and planning by sharing customer demand information.
· Maintain current knowledge of company products, pricing, and promotions, balancing profit margin with customer satisfaction

Knowledge, Skills, and Abilities
· Strong verbal and written communication skills
· Working knowledge of, or ability to learn, Forma Steel product lines
· Accuracy and attention to detail in order entry and record keeping
· Ability to manage multiple inquiries and priorities concurrently
· Ability to manage multiple priorities in a fast-paced environment.
· Proactive problem-solving ability.
· Comfortable initiating conversations and building customer relationships.
· Excellent relationship building skills including being personable, calm, and comfortable initiating and holding conversations with customers
· Proficiency with email, telephone systems, and order management or CRM software
· Ability to work cooperatively with internal departments and external customers

Education and Experience
· High school diploma or equivalent required
· Minimum two (2) years of customer service experience, preferably in a phone- and email-based environment
· Experience in building materials, steel products, or the construction industry preferred

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