Customer Service and Office Coordinator

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).