Customer Success Representative

SUNPAN is a fast-growing global furniture brand that specializes in the design of high quality, trend-forward furnishings for commercial and residential spaces. We collaborate with established designers and suppliers from around the globe to source the finest materials and inspired styles. As a trade-only company, we are a trusted source for interior designers seeking timeless pieces that elevate any space. Our curated assortment spans across dining and bar to living, bedroom, outdoor, and accents.

Proudly certified as a Great Place to Work for five consecutive years, SUNPAN fosters a creative and supportive environment. We welcome talented individuals to explore rewarding career opportunities across our diverse teams.

Job Summary

The Customer Success Representative (CSR) is responsible for managing customer accounts, processing orders accurately, and providing exceptional service throughout the entire customer lifecycle. This role involves handling inquiries through phone, email, and other communication channels, ensuring customer needs are met with professionalism, efficiency, and care. The CSR will play a key role in maintaining account accuracy, troubleshooting issues, and coordinating with internal teams to uphold a seamless customer experience.

About the Role:

• Maintain and manage customer accounts within assigned territories.
• Respond promptly and professionally to incoming calls, emails, and customer inquiries.
• Process and enter orders accurately and efficiently.
• Monitor the full order lifecycle to ensure customer requirements and delivery timelines are met.
• Track orders from entry through delivery, proactively identifying and resolving delays by coordinating with warehouse
• Follow up on outstanding items, including backordered products and pending order updates.
• Handle customer payment collection via credit cards, wire transfers, and cheques.
• Resolve customer concerns and conflicts with patience, empathy, and professionalism.
• Research and review account information to ensure accuracy and completeness.
• Collaborate and communicate effectively with cross-functional teams as needed.
• Perform additional duties and responsibilities as assigned by the Customer Service Manager or management.

Let's Talk About You:

• Minimum of 3 years of experience in customer or client service roles.
• Experience with order management processes is preferred.
• Proficient in MS Office applications.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with the ability to build positive customer relationships.
• Highly organized with a demonstrated ability to manage multiple tasks simultaneously.
• Efficient, detail-oriented, and proactive in planning and executing work.
• Service-driven with exceptional attention to detail.
• Comfortable working in a fast-paced environment.
• Experience with SAP is considered an asset.
• Energetic, upbeat, and a collaborative team player with a solution-oriented mindset.

Compensation: $52,000 - $55,000 Base salary + Monthly Sales Bonus subject to the terms of the monthly bonus plan. The total compensation range of this position could be between $60,000 - $70,000

Benefits We Offer:

• Generous Paid Time Off – Vacation, personal days, sick days, and even your birthday off!
• RRSP Matching – Helping you plan for a secure future.
• Health Spending Account – Extra flexibility for your health and wellness needs.
• Comprehensive Extended Health Care – Includes medical, dental, vision, and paramedical coverage.
• Exclusive Employee Discounts – Save on products you love.
• On-Site Parking – Convenient access (if applicable).
• A Certified Great Place to Work – Proudly recognized for 4 years in a row!
• Team Building & Social Events – Because we believe in growing together.

Sunpan Trading & Importing Inc. is an equal opportunity employer, and we believe that diversity is the reason behind our success. We are committed to fair and accessible employment practices.

In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act, accommodation will be provided in all parts of the hiring process. Applicants should make their needs known by contacting us in advance. Our HR department will consult with you so that arrangements can be made for reasonable accommodation.