Experienced Customer Service Specialist (US Market)

Location: Vancouver Office As an experienced Customer Service Specialist for the US Market, you will serve as the primary voice of our brand from our Vancouver office , ensuring every American customer interaction is handled with empathy, precision, and a solution-oriented mindset. Operating fully in English, your role is critical in maintaining our high standards of service, managing the end-to-end customer journey from initial inquiry to post-delivery support, and directly impacting our customer retention and brand reputation. At PERGOLUX, you will join a high-growth, Scandinavian-inspired environment where our culture of Unity and Innovation empowers you to take initiative and grow alongside a passionate global team. WHAT YOU’LL DO - Deliver responsive, professional assistance across phone, chat, and email to resolve inquiries and service issues with clarity. - Manage the full order lifecycle, including modifications, tracking, and coordinating with logistics partners to resolve delivery delays. - Develop deep product fluency to provide expert advice and first-level technical troubleshooting for our premium pergola systems. - Maintain meticulous records within Zendesk and Shopify, ensuring all customer data and case histories are accurately documented. - Collaborate cross-functionally with Sales and Technical teams to provide feedback that informs product and service improvements. WHAT YOU’LL BRING - 2 - 4 years of experience in customer service or a related field, preferably within e-commerce or home improvement. - Exceptional written and verbal communication skills in Englisch with the ability to maintain a premium and friendly tone. - A tech-savvy mindset with the ability to quickly master tools like Zendesk, Shopify, and internal CRM platforms. - Strong organizational skills and the ability to multitask effectively across multiple communication channels simultaneously. - A collaborative and empathetic spirit that aligns with PERGOLUX’s core values of Integrity and Appreciation. BENEFITS - A vibrant, international work environment built on collaboration and creativity. - Growth opportunities in a fast-scaling e-commerce company. - Team Culture & Events – Join a supportive, international team with regular events, summer parties, and after-work gatherings. - Employee discounts on all PERGOLUX products. - Comfort & Convenience – Free drinks and snacks to keep you fueled throughout the day. HOW TO APPLY To start your journey with us, please apply via our PERGOLUX Career Page https://pergolux.de/pages/career?srsltid=AfmBOoqMCh9jNL9qC5tGgLuWpo5TAmYtSUWWGHgoJ4Z0SwntMuQEk_qE or follow our latest updates on PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux.