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=AfmBOoqMCh9jNL9qC5t. GgLu. Wpo5TAm. YtSUWWGHgoJ4Z0Swnt. MuQEk_qE or follow our latest updates on PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux.