Csr - Customer Service Representative

About us

The DPF Company Inc. is a young, fast-growing national company that specializes in cleaning all kinds of After Treatment filters, from DPF’s, DOC’s, SCR’s, and EGR’s. Not only do we clean filters, but we also do complete restoration and supply of DPF’s and aftermarket parts. We do this across 9 locations in Canada and expanding into the United States. Here is the link to our website showing more of what we do: www.thedpfcompany.com.

Purpose /Job Role:

As a Customer Service Representative, your primary responsibility is to process customer orders, manage and resolve issues, and ensure seamless communication with customers efficiently and accurately. Working closely with the Customer Service Supervisor and other team members, you play a crucial role in delivering exemplary service while maintaining operational excellence.

Duties and Responsibilities:

Order Processing:

• Process customer orders promptly and accurately.
• Generate quotes for services.
• Manage order acknowledgment and communicate with customers on order details.

Issue Resolution:

• Triage inbound calls and address customer issues efficiently.
• Process and respond to email and chat inquiries in a timely and professional manner.
• Assume full ownership of any quality and service issues routed from Sales and Operations departments.
• Minimize case cycle times and ensure error-free work.

Communication and Coordination:

• Handle estimated time of completion (ETC) requests and schedule or expedite orders as needed.
• Communicate order ETC and order status to customers over the phone and/or email.
• Maintain customer details in ERP systems.
• Conduct outbound calls to customers to follow up on the invoices and purchase orders and ensure payment collection.

Customer Record Management:

• Record all customer contacts in real-time in the CRM system.
• Escalate clients uncertain about product solutions to inside sales.

Team Collaboration and Professionalism:

• Maintain productive and conflict-free relationships with team members.
• Ensure open communication with senior management and the team via phone and email.
• Participate in regular work-in-progress (WIP) meetings

Working Environment:

• Comfortable in a busy Customer Service environment.
• Rapidly understand and articulate our portfolio of service solutions.
• Schedule: 11am-7pm CST.
• Possibility of hybrid work.

Required Experience and Skills

• Previous experience working in a Customer Service role of at least 2 years, ideally in a comparable industry.
• Strong written and verbal communication skills.
• Exposure to enterprise software, with knowledge of ERP or CRM systems.
• Ability to work efficiently as part of a diverse and dynamic team.
• Ability to cope well when working under tight deadlines and associated pressure.
• Attention to detail and professionalism.
• A strong H&S work ethic.

How to Apply:

If you are interested in this position, please upload your resume and a custom cover letter—one that addresses this position specifically and explains why you’ll be a perfect fit.

Complete the survey questions via the Indeed application process.

We appreciate all applications, but only candidates selected for an interview will be contacted.

Thank you for considering The DPF Company as your next career destination!

Job Type: Full-time

Salary: $50,000.00-$52,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer Service: 2 years (required)

Ability to Commute:

• Headingley, MB R4H 1C7 (required)

Work Location: In person