Customer Service Representative - Invoicing & Collections

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ABOUT OUR COMPANY

Outpost Packaging Products is a distributor of packaging products in Central Ontario serving both industrial and food service businesses since 1977. The office and 10,000 square foot warehouse are located outside of Hastings. Orders are processed from start to finish including delivery by our friendly and competent staff from Scarborough to Kingston, and more. Come join the team!

ABOUT THE POSITION

The Customer Service Representative - Invoicing & Collections will be responsible for responding to customer inquiries, processing requests, and handling complaints in a professional and timely manner. This role acts as a key point of contact between customers and internal departments to ensure customer satisfaction and effective resolution of issues.

This job posting is for an existing vacancy.

Duties and Responsibilities

• Serve as a primary point of contact for customer billing and account inquiries.
• Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
• Immediately escalating serious complaints or issues with your manager
• Liaising with colleagues or managers to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Prepare, review, and process customer invoices accurately and in a timely manner.
• Verify pricing, quantities, and billing information to ensure accuracy.
• Distribute invoices through appropriate channels (email, mail, electronic portals).
• Research and resolve billing discrepancies or disputes.
• Monitor customer accounts to ensure payments are received according to agreed terms.
• Contact customers regarding overdue invoices and follow up on outstanding balances.
• Escalate delinquent accounts when appropriate, following company policies.
• Maintaining a polite, helpful, and professional manner at all times.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarizing yourself with new products and services as they are introduced.
• Providing training to new customer service representatives.
• Respecting client confidentiality at all times.

REQUIREMENTS

• Minimum 1 - 2 years experience working in an office setting.
• Experience in billing, accounts receivable, or collections is considered an asset.
• High school diploma or GED required.
• Strong customer service and problem-solving skills.
• Practical experience with help desk software, such as Spire, Sage and Ariba is considered an asset.
• Strong MS Office skills.
• Basic knowledge of invoicing and collections processes.
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Able to effectively communicate both verbally and in writing.
• Able to work well under pressure.
• Strong attention to detail.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Professional appearance and manners.
• Strong work ethic and positive team attitude.

CORE COMPETENCIES

• Customer Focus
• Communication
• Team Work
• Quality Orientation
• Problem Solving
• Accountability and Dependability
• Ethics and Integrity

COMPENSATION

• $19 CAD per hour
• Paid Time Off
• Store Discount

HOW TO APPLY

Please apply with your resume through Indeed.ca. Although we appreciate each application, only those being considered for the position will be contacted. No recruiters, phone calls, emails, or inquiries directly or through LinkedIn, please.

At Outpost Packaging Products Ltd., we are committed to fostering an inclusive, accessible environment, where all employees feel valued, respected, and supported. We are an equal-opportunity employer that recognizes the value of a diverse workforce. If you require accommodation for the recruitment/interview process, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place.

Job Type: Full-time

Pay: $19.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off
• Store discount

Work Location: In person