Our doors are open – to you. We are one of the Top 3 companies in our industry and globally leading in smart and secure access solutions. As a trusted partner, we stand for innovation, top performance and a fulfilling workplace. Join our team of 15,000 colleagues around the world and help us build trust every day.

Customer Service Representative - Fully Remote

Whitby, CA, ON L1N 0E6

Jul 27, 2022

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


**Fully Remote**




  • Receive, process and verify the accuracy of orders from customers utilizing the relevant ERP system, available dormakaba software and customer purchase orders
  • Initiate the process and own the resolution for quick and accurate responses to customers for order changes, including the maintenance of order information files. Communicate changes to the appropriate personnel in a timely manner
  • Work with operations and finance teams to escalate and expedite customer orders / customer requests
  • Manage internal and external phone / email inquiries related to products, pricing, order status and delivery lead times
  • Manage internal and external customer phone / email inquiries related to system design, level 1 technical sales support and software registration
  • Communicate 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
  • Support outside sales team by creating and maintaining quotes; customer follow-up; customer information; and lead routing
  • Process RMAs and Credits as needed
  • Provide continuous improvement feedback related to products, business processes, processes and procedures that increase the accuracy, efficiency and responsiveness of the department and the organization
  • Prepare, generate and distribute daily reports and order acknowledgments to appropriate personnel as necessary
  • Work in collaboration with team members in other departments including finance, operations, shared services, sales, etc to achieve outstanding business results, and proactively exceed our agrressive KPIs
  • 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
  • Occasional travel as required.



Job requirements


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


dormakaba Canada Inc. welcomes and encourages 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.









Erynne Sutton
is looking forward
to your application.
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