Customer Service Representative in Calgary, Alberta at Daiohs Canada LTD

JOB SUMMARY

The Customer Service Representative is responsible for providing exemplary customer support while managing financial tasks related to customer accounts. This role requires excellent interpersonal skills, attention to detail, and knowledge of basic accounting principles. This role serves as a key liaison between customers and the finance team, ensuring smooth resolution of inquiries and accurate financial processing.

Under the supervision of the Branch Manager, the duties and responsibilities of the Customer Service Representative include, but are not limited to, the following:

Customer Service

• Responds promptly to customer orders and inquiries via phone, email, and other communication channels
• Serves as the primary point of contacts for all customer concerns, escalates complaints and relays requests related to products, services, and equipment to the appropriate Daiohs team members, in a timely manner
• Generates daily manifests for Route Drivers and Service Technicians using the Company’s specialized computer software
• Dispatches Service Technicians to respond to repair calls and coordinates service installations
• Checks in Route Drivers at the end of the workday and reconciles all customer funds received during deliveries
• Supports sales initiatives, including promotion related activities and communicating sales leads to appropriate branch personnel
• Develops and demonstrates thorough knowledge of the Company’s products, services, and pricing structure

Accounting Responsibilities

• Supports the collections process by contacting customers about overdue balances and coordinates payment arrangements
• Maintain accounts receivable over sixty (60) days and attrition at five (5%) percent or less
• Processes payments to customer accounts accurately and timely
• Provides backup support with daily sales reports, bank accounts, and month-end processes as needed and in the supervisor’s absence
• Maintains accurate and up to date records of customer interactions and customer files
• Collaborates with the accounting team to prepare routine reports and maintain compliance with financial policies

Other

• Other duties as assigned

EDUCATION AND EXPERIENCE

• High school diploma or equivalent
• Demonstrated experience in customer service, client relations or financial/accounting support, with a track record of accuracy and professionalism
• Excellent problem-solving skills and the ability to navigate complex customer inquiries with tact and efficiency
• Proficiency with computer systems and software, in particular, Office 365 (Word, Excel, PowerPoint)
• Proven ability to manage competing priorities, meet deadlines and maintain high attention to detail
• Excellent communication and interpersonal skills, capable of building positive relationships with customers, vendors and team members

PHYSICAL DEMANDS

• Usual and customary methods of performing job functions require prolonged periods of sitting at a desk and working on a computer. Occasional lifting, carrying, pushing, and/or pulling.