Hiring Customer Support Representative
Location: Calgary, AB
About Konifer
Konifer 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, Konifer 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 Konifer, we are committed to quality, accountability, and continuous improvement, working closely with clients and partners to support successful project outcomes across Canada.
With capabilities spanning engineering, fabrication, and project execution, Konifer 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 Konifer, 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,
This position supports day-to-day operations including customer inquiries, quotations, order processing, invoicing,
Key Responsibilities
Customer & Sales Support
• 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 & Benefits
• Base Salary: based on experience and capability)
• Performance Incentive: Up to 10–15% annual bonus tied to individual and team KPIs
• Benefits: Health & dental coverage (after probation)
• Growth Opportunity: Clear path into Senior Customer Support, Inside Sales, or Operations roles
Compensation is aligned with performance, accountability, and contribution to team success.
Performance Expectations (KPIs)
This role is measured on accuracy, responsiveness, and operational discipline. Clear expectations ensure fairness and growth.
1. Customer Responsiveness
• Respond to customer inquiries within same business day (target: <4 hours)
• Maintain high customer satisfaction (internal & external feedback)
2. Order Accuracy & Processing
• ≥ 98% accuracy in order entry, invoicing, and documentation
• Minimal rework or correction required
3. Quote & Follow-Up Discipline
• All quotations issued within agreed timelines
• 100% follow-up on active quotes and inquiries
4. Logistics Coordination
• On-time coordination of shipments and dispatch
• Proactive communication on delays or issues
5. CRM & Reporting Discipline
• 100% data entry compliance in CRM (Salesforce or equivalent)
• Timely reporting to management and sales teams
6. Inventory & Coordination Support
• Support accurate stock visibility and coordination with logistics
• No missed or delayed indent requests impacting delivery
7. Returns & Credit Processing
• Timely processing of credit notes and returns
• Zero backlog in pending return cases
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
Apply Now
