Job Description

Full-Time | On-Site | Surrey, BC

Do you enjoy helping people, solving problems, and delivering exceptional customer service? Are you someone who takes pride in staying organized, building relationships, and making things happen?

If you answered YES, Westlab is looking for a motivated Customer Service Representative, like YOU, to join our growing Surrey team!

ABOUT US

Westlab's mission is to enable discovery. By providing trusted, forward-thinking solutions to the scientific community, we empower researchers and institutions to achieve breakthrough results.

With industry-leading laboratory design, equipment, and services, Westlab has built a reputation for delivering high-quality, innovative solutions. Our team is proactive, collaborative, and solutions-focused, working together to support our customers and create a world where scientific discoveries flourish.

YOUR KEY RESPONSIBILITIES

As a Customer Service Representative, you'll play an important role in supporting our customers across Canada, including schools, universities, and laboratories. You'll be part of a collaborative team, helping customers find answers, keeping orders on track, and ensuring a positive experience from start to finish.

• Customer Support: Be a friendly and reliable point of contact for customers, responding to inquiries by phone, email, and online chat.
• Order Processing: Accurately process customer orders using Sage ERP, ensuring details are correct and orders move forward smoothly.
• Order & Shipment Coordination: Work closely with our warehouse team to track shipments, resolve delays, and keep customers informed.
• Customer Follow-Up: Stay on top of outstanding orders, service tickets, and customer requests to ensure timely resolutions.
• Returns & Samples: Coordinate customer returns and product sample shipments to support our customers and sales team.
• System Updates: Maintain accurate product information across internal systems, including Hubspot, Sage and Magento.
• Team Collaboration: Work alongside colleagues to support daily operations, solve problems, and identify ways to improve the customer experience.

YOUR BACKGROUND & QUALIFICATIONS

• 2+ experience in customer service or a similar customer-facing role.
• Strong communication and interpersonal skills, with a genuine interest in helping people.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities.
• A proactive, solutions-focused mindset and the ability to navigate customer challenges with patience and professionalism.
• Confidence using computer systems and learning new technology.
• A positive, team-oriented attitude with a willingness to learn, take initiative, and contribute to a collaborative environment.

NICE-TO-HAVES

• Previous experience with Sage X3 ERP, HubSpot CRM, or Magento.
• Experience processing customer orders or coordinating shipments.
• Experience supporting customers in a product-based or distribution environment.

OUR CORE VALUES

• Humility – Enables win-win relationships and celebrates success as a team.
• Creative – Think differently, take action, and find new ways to solve problems.
• Driven – Gets things done, takes initiative, and achieves goals.
• Ownership – Solutions-minded; bring two solutions for every problem, no disappointments.

WHAT'S IN IT FOR YOU?

It's a priority to take care of our team and reward them for their contributions. As part of our dedicated, growing, and dynamic team, you can expect:

• Competitive salary of $55,000 - $61,000 to reward your hard work and contributions.
• Comprehensive benefits to prioritize you and your family's health.
• Opportunities for growth to make your career goals a reality.
• A positive, fun, and collaborative work environment dedicated to health and safety.
• Generous paid time-off, starting with 10 vacation days.
• Team events, staff lunches, and occasional treats to celebrate successes.

Ready to make a difference through great customer service? We want to hear from you! Apply with your resume today and take the next step in your career with Westlab!

Do you want to learn more about joining Westlab? Check us out at www.westlab.com.