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Customer Service Representative

Whitby, CA, ON L1N 0E6

Nov 24, 2022



dormakaba is seeking a Customer Service Representative to join our team.



  • Receives, processes, and verifies the accuracy of orders from customers utilizing the relevant ERP system, available dormakaba software and customer purchase orders
  • Initiates 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
  • Works with operations and finance teams to escalate and expedite customer orders / customer requests
  • Manages internal and external phone / email inquiries related to products, pricing, order status and delivery lead times
  • Communicates with internal and external customers by maintaining a positive, empathetic, and professional attitude towards them at all times
  • Receives inquiries from and/or contact the company’s sales representatives to resolve a variety of order related issues
  • Supports outside sales team by creating and maintaining quotes; customer follow-up; customer information; and lead routing
  • Processes RMAs and Credits as needed
  • Provides continuous improvement feedback related to products, business processes, processes and procedures that increase the accuracy, efficiency and responsiveness of the department and the organization
  • Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel as necessary
  • Works in collaboration with team members in other departments including finance, operations, shared services, sales, etc to achieve outstanding business results, and proactively exceed our aggressive KPIs
  • Operates a computer workstation to obtain and extract order information
  • Performs other related duties as assigned by management
  • Occasional travel as required



  • 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 focus
  • 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



  • Candidates who embrace dormakaba’s core values will be most successful in our organization: Trust, Customer First, Curiosity, Courage, and Performance
  • Team player and strong collaborator
  • Problem solver (always brings solutions, enjoys challenges)
  • Dependable (reliable and follows through on commitments)



  • Remote work possibility
  • A fast-growing international company
  • A stimulating, fast and friendly work environment
  • An opportunity to highly contribute to the success of the company
  • Competitive global compensation



dormakaba Canada Inc.









Michael McGoun
is looking forward
to your application.
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