Customer Service & Order Entry Representative

ASSA ABLOY•Vaughan, ON

3d•Onsite

About The Position

ASSA ABLOY Door Security Solutions provides end-users (healthcare facilities, schools, universities, military, commercial buildings, etc.) with unsurpassed security and life-safety solutions and the essential support services (LEED consultation, code compliance, access control system integration, product research and selection, specification writing services, technical support, etc.) to ensure well-functioning doorway systems in the commercial building industry. This is all accomplished by combining the strengths of industry-leading door and hardware brands. We are currently seeking a Customer Service & Order Entry Representative to be based in our Vaughan, Ontario Canada headquarters. This position reports directly to the Customer Service & Order Entry Manager and will be responsible for contact with Customers throughout all Canadian regions with placing orders, processing RGA’s, getting updated status information and expediting of existing orders.

Requirements

Secondary or post secondary education; bachelor’s degree preferred
Minimum of three (3) years’ experience in customer service and order desk roles
Excellent working knowledge of ERP and EDI systems
Proficient use of the English languages, written and oral communication
Ability to use multiple computer systems to gather and enter customer orders
Proficient with MS Office tools
Strong customer focus
Strong time management skills and the ability to work in a fast paced environment
Detail oriented with the ability to troubleshoot and resolve customer issues
Excellent interpersonal skills with demonstrated success working in a team environment
Ability to work 8:00 a.m. to 4:30, Monday to Friday, (includes 1 hour of unpaid breaks/lunch each day), and overtime as required

Nice To Haves

Experience in the building materials industry an asset.

Responsibilities

Enter or edit customer orders in the assigned timeframes; ensure orders are accurate and complete
Communicate effectively with customers throughout the order process and related activities, ensuring that customers are kept informed of order status and ship dates, and expedite if required
Follow up on orders with the manufacturers and customers; make necessary changes if required
Correspond with internal and external customers to investigate and process customer Return Goods Authorizations (RGA’s) and issue Customer Care Forms (CCF’s)
Research and process back-charges, no-charge orders and sales credits
Be responsive and attentive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner
Respond to customer inquiries and effectively resolve complaints
Maintain constant communications with the sales team regarding distributor issues, pricing, discounts and other information pertinent to DSS and distributor relationships
Maintain a professional level in all customer and sales personnel contacts
Other duties as assigned