Customer Support Representative

Konifer; Calgary; Hybrid; CAD 42,000 - 54,000; Full time

Job summary

Konifer is seeking a Customer Support Representative to ensure smooth communication between customers, sales teams, and internal departments. You will handle inquiries, quotations, order processing, invoicing, and showrooms coordination to support national projects.

The role emphasizes accuracy, timely responses, and collaboration with logistics and leadership to provide operational insights and improve customer experience.

Qualifications

• High School Diploma or GED required; Bachelor’s Degree preferred.
• Prior experience in customer service or a similar role is an asset.
• Strong written and verbal communication skills.
• Proficiency in MS Office, CRM systems (e.g., Salesforce), and digital tools.

Responsibilities

• Respond to customer inquiries and provide timely, accurate solutions.
• Support sales teams with order-related queries and coordination.
• Prepare quotations, follow up on leads, and assist showroom customers.
• Provide sales support materials and coordinate product demonstrations.
• Process customer orders and manage invoicing and documentation.

Skills

Customer service

Communication skills

MS Office

Salesforce

Education

High School Diploma or GED

Bachelor’s Degree

Job description

Conifer is a Canadian provider of architectural aluminum and building envelope solutions, serving industrial, commercial, and institutional construction markets across the country. With capabilities spanning engineering, fabrication, and project execution, Conifer delivers high-performance systems including curtain wall, glazing, storefronts, and entrance solutions. Our approach is built on technical expertise, operational discipline, and strong customer relationships, ensuring reliable delivery and long-term performance. At Conifer, we are committed to quality, accountability, and continuous improvement, working closely with clients and partners to support successful project outcomes across Canada.

Purpose of the Role

The Customer Support Representative plays a critical role in ensuring efficient communication and seamless coordination between customers, sales teams, and internal departments. This position supports day-to-day operations including customer inquiries, quotations, order processing, invoicing.

Key Responsibilities

• Respond to customer inquiries and provide timely, accurate solutions.
• Support Key Account Managers (KAMs) with order-related queries and coordination.
• Prepare quotations, follow up on leads, and assist showroom customers.
• Provide sales support materials and coordinate product demonstrations.

Order Processing & Logistics Coordination

• Process customer orders from both KAMs and direct clients.
• Manage invoicing and ensure accuracy in documentation.
• Coordinate shipment dispatch with logistics partners.
• Track deliveries and resolve any order-related issues.

Reporting & Business Support

• Support sales tracking by providing reports and updates to management.
• Assist leadership with data, feedback, and operational insights as required.

Inventory & Documentation

• Coordinate with logistics to indent tools and consumables based on order requirements.
• Review stock levels periodically to support inventory planning and control.
• Maintain accurate documentation in line with company standards.

Returns & Credit Management

• Process credit notes and manage return shipments.
• Coordinate with logistics and warehouse teams to ensure smooth returns handling.

Qualifications

• High School Diploma or GED required; Bachelor’s Degree preferred.
• Prior experience in customer service or a similar role is an asset.
• Strong written and verbal communication skills.
• Ability to identify issues and provide practical solutions.
• Proficiency in MS Office, CRM systems (e.g., Salesforce), and digital tools.

Core Competencies

• Active Listening: Understand customer needs and respond effectively.
• Empathy: Handle customer concerns with professionalism and care.
• Time Management: Manage multiple tasks and priorities efficiently.
• Technical Proficiency: Comfortable with CRM systems and digital workflows.
• Conflict Resolution: De-escalate and resolve issues professionally.
• Adaptability: Respond to changing priorities and business needs.

Our Values

• Customer-Centric: We focus on delivering exceptional customer experiences.
• Integrity: We act with honesty and transparency.
• Professionalism: We represent the company with discipline and respect.
• Teamwork: We collaborate across teams to deliver results.
• Continuous Improvement: We learn, adapt, and improve continuously.
• Respect: We treat everyone with fairness and courtesy.
• Cultural Sensitivity: We embrace diversity across Canada’s customer base.

Why Join Konifer

• Work in a growing, performance-driven organization.
• Be part of a team focused on execution, accountability, and results.
• Gain exposure to construction, building envelope systems, and national projects.
• Contribute to a company that values people, process, and long-term relationships.

Compensation

• Base Salary: based on experience and capability.
• Performance Incentive: up to 10–15% annual bonus tied to individual and team KPIs.
• Growth Opportunity: Clear path into Senior Customer Support, Inside Sales, or Operations roles.

Performance Expectations

• Respond to customer inquiries within the same business day (target: less than 4 hours).
• Maintain high customer satisfaction (internal & external feedback).

Order Accuracy & Processing

• ≥ 98% accuracy in order entry, invoicing, and documentation.
• All quotations issued within agreed timelines.
• 100% follow-up on active quotes and inquiries.

Logistics Coordination

• On-time coordination of shipments and dispatch.
• Proactive communication on delays or issues.
• 100% data entry compliance in CRM (Salesforce or equivalent).
• Timely reporting to management and sales teams.

Inventory & Coordination Support

• Support accurate stock visibility and coordination with logistics.
• No missed or delayed indent requests impacting delivery.

Returns & Credit Processing

• Timely processing of credit notes and returns.

What Success Looks Like

• Customers receive fast, accurate, and professional support.
• Sales and operations teams experience smooth coordination with minimal friction.
• Orders move through the system without errors or delays.
• You become a reliable, go-to resource across departments.