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Our doors are open – to you. As one of the top three companies for access and security solutions worldwide we make life easier, smarter and more secure. We are a trusted partner that stands for innovation, top performance and a fulfilling workplace. Join our team of 16,000 colleagues around the world and help us build trust every day.

Customer Service Representative

Whitby, CA, ON L1N 0E6

Nov 20, 2020

dormakaba: ranked in the top 100 global tech leaders by Thomson Reuters!





The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions and services related to doors and secure access to buildings and rooms. No matter where you are, if you need reliable and innovative access and security solutions, we will provide you high quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe. 


With over 16,000 employees worldwide, dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group is headquartered in Rümlang, Switzerland, and generates annual revenues of over 3 billion dollars CAD.


dormakaba offers you a career not a job. Join us now and make a real difference in creating the next generation of products and services. Visit our website www.dormakaba.com


dormakaba Canada Inc. has an immediate opportunity for a CUSTOMER SERVICE REPRESENTATIVE reporting to the Customer Service Supervisor. The successful candidate will be situated in Whitby, Ontario office.


Job Summary


Are you GREAT with building rapport and fostering amazing customer service? Are you passionate about people? Are you interested in a company that excels in customer experience and has a strong customer brand? Do values matter to you? If yes, then look no more as this role will have you provide a Customer First experience to our customers by acting as the main liaison between our internal and external customers.

You will exceptionally manage customer expectations regarding service and order fulfillment and be resourceful when needing to resolve issues. You are an energetic and highly organized service professional with a passion for providing service excellence. You excel at customer relations and can be counted on to support everyone around you. You approach what you do with high attention to detail and take care at every step. You thrive in a fast-paced environment and enjoy working in partnership with a diverse team of people to deliver the best possible service to our customers.

This position will work closely with our internal stakeholders such as Operations, Sales, Finance, Planners, Shipping and Receiving.


Specific Responsibilities


  • Receive, process and verify the accuracy of orders from customers utilizing the company’s software system and customer purchase orders
  • Initiate required action for fast response to customer service request for order changes, including the maintenance of order information files. Communicate changes to the appropriate personnel in a timely manner
  • Strong communication with internal and external customers by maintaining a positive, empathetic and professional attitude towards them at all times
  • Receive inquiries from and/or contact the company’s sales representatives to resolve a variety of order related issues
  • Create and maintain quotes in a timely manner and communicate status with key stake holders
  • Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Service department
  • Prepare, generate and distribute daily reports and order acknowledgments to appropriate personnel as necessary
  • Provide back-up support to other group members in the performance of job duties as necessary
  • Operate a computer workstation to obtain and extract order information
  • Perform other related duties as assigned by management.




  • Related Industry experience preferred
  • Must have strong communication skills
  • Responding promptly to customer inquiries with a sense of urgency
  • Must be a team play and ability to work under pressure
  • Must work with agility and be collaborative focused
  • Strong problem resolution skills
  • Ability to professionally handle difficult customers
  • Ability to be customer service orientated
  • Ability to handle multiple tasks and deliver results
  • Strong technical and/or electronic aptitude a strong asset
  • Working knowledge of SAP or ERP systems preferred.
  • Skills or experience with computers (E-mail, scheduling, word, spreadsheets, etc.).
  • Bilingual French and English a strong asset.




  • High school education or equivalent
  • 3 - 5 years’ experience in customer service with increasing responsibilities.


We thank all applicants for their interest. Our company is committed to equal employment opportunities and encourages diversity and inclusion. We welcome applications from qualified individuals from all backgrounds. 


We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you are contacted to arrange an interview or testing, please advise us if you require an accommodation and we will work with you to meet your needs.


dormakaba Canada Inc.









Salima Laalou
is looking forward
to your application.
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