Position summary

The Customer Service Representative is the first point of contact for Culligan Niagara customers and keeps the office running behind the scenes. This role books installations and service calls, handles purchasing, shipping, receiving and inventory, and supports billing so technicians and drivers have what they need, when they need it.
Location | 610 Welland Ave, St. Catharines, ON (in office)
Employment type | Full-time, permanent
Hours | Monday to Friday, 8:00 am to 5:00 pm

Key responsibilities

Customer service

Answer incoming calls, emails and walk-in customers in a professional, friendly manner
Respond to questions about products, rentals, accounts, deliveries and service
Manage warranty inquiries and claims, and follow through to make sure issues are resolved
Resolve customer concerns or escalate them to the Customer Service Manager when needed
Collaborate with the service and sales teams to ensure a seamless customer experience
Keep customer records accurate and up to date in the company system
Recommend and sell products to customers

Booking installations and service calls

Schedule and coordinate installations and service calls with customers and technicians
Schedule installations of new equipment once a sale or rental is confirmed
Book service calls, maintenance visits, water and salt or filter deliveries
Coordinate technician and driver schedules to build efficient daily routes
Confirm appointments with customers and follow up on reschedules and no-shows
Make sure equipment, parts and paperwork are ready before each install or service call
Close out completed work orders and file installation checklists and documentation
Proactively call customers to remind them of the due dates of their replacement parts that they need to purchase

Purchasing

Place orders for equipment, parts, salt, bottled water and office supplies
Get quotes and compare pricing from approved suppliers
Track open purchase orders and follow up on backorders and delivery dates
Match purchase orders to packing slips and supplier invoices

Shipping and receiving

Receive incoming shipments and check them against purchase orders for accuracy and damage
Report shortages, damage or errors to suppliers and arrange returns or credits
Prepare outgoing shipments, warranty returns and core returns with the correct paperwork
Keep the warehouse and receiving area organized and safe

Inventory

Maintain accurate inventory counts in the system for equipment, parts and consumables
Track stock issued to technicians and service vehicles
Monitor reorder points and flag low stock before it affects installs or service
Assist with regular cycle counts and the year-end physical inventory
Track rental equipment and serial numbers as units go out and come back

Billing

Prepare and send invoices for installations, service calls, rentals and deliveries
Handle cash transactions and process customer payments
Maintain accurate transaction records and post payments to customer accounts
Help follow up on overdue accounts in a courteous way
Support month-end billing and reconciliation tasks

Other duties

Support the sales and service teams with administrative tasks
Support cross-functional administrative tasks as the role evolves; this role is expected to grow with the business
Perform other related duties as assigned

Qualifications

Required

High school diploma or equivalent
Previous experience in a customer-facing role
2+ years in customer service, office administration or a similar role
Experience with scheduling, purchasing, receiving or inventory
Strong interpersonal and communication skills, with a desire to help people
Proficient with computers and Microsoft 365, including Excel, Word, Outlook and Teams
AI literate and actively using AI tools in day-to-day work
Strong attention to detail, with the ability to multitask and prioritize
Self-motivated, reliable and a team player
Strong spoken and written English
Able to lift up to 50 lb (salt bags, boxed equipment) when receiving shipments

Preferred

Experience in a service business (water treatment, home services, HVAC, plumbing or similar) is an asset
College diploma or certificate in business, office administration or supply chain
Experience with QuickBooks Online and dispatch, routing or field-service software
Basic bookkeeping or accounts receivable experience

Skills and attributes

Friendly, patient and professional with customers, even on busy days
Highly organized, with strong attention to detail and accuracy
Able to juggle phones, scheduling and paperwork without dropping the ball
Takes ownership and follows through until the task is done
Works well with technicians, drivers, sales and the office team

Working conditions

Office-based, with regular time in the warehouse and receiving area
Some lifting, bending and standing when handling shipments and inventory
Busy, fast-paced environment with frequent interruptions

Compensation and benefits

Pay: $21.00 per hour
[Benefits package, e.g. health and dental after probation]
[Paid vacation and sick days]
On-the-job training on Culligan products and systems

How to apply

Send your resume and a short cover letter to nicole@culliganniagara with "Customer Service and Office Coordinator" in the subject line. We thank all applicants; only those selected for an interview will be contacted.

Culligan Niagara is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process, in line with the Accessibility for Ontarians with Disabilities Act (AODA).

Compensation: $21.00 - $23.00 per hour

About Culligan

Great tasting water. Brighter future. Bigger job opportunities. Culligan is making a real difference in the lives of people all over the world by providing better, cleaner water through our suite of innovative products and exceptional customer service. Join the Culligan team. Apply for a job now.

Culligan provides healthy, delicious water for our customers in their homes, offices, businesses, and industrial facilities around the world. Our complete line of water softeners, water filtration systems, commercial and industrial water treatment solutions, drinking water systems, whole-house filtration systems and bottled water delivery options set the standard in the water treatment industry.

This location is independently owned and operated. Your application will go directly to the owner, and all hiring decisions will be made by the management of this location. All inquiries about employment at this location should be made directly to the location owner, and not to Culligan Corporate.

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