Order Desk Representative

7 months ago


Burlington, Canada HR A la Carte Full time

**Why join the DCL Supply team?**

DCL Supply is a leading distributor of specialty HVAC supplies, serving the commercial and industrial sectors across Canada. At DCL Supply, we take pride in the outstanding level of service we provide our customers.

**About the Order Desk Representative role**:
The Order Desk Representative interfaces directly with our customers on a daily basis. The role requires the employee to handle all customer inquiries in a professional and courteous manner and is underpinned with a sense of responsibility to follow up and ensure our customers are taken care of.

**Main responsibilities of the Order Desk Representative**:

- Ask clarifying questions to understand the exact nature of a customer's needs and demonstrate product knowledge by providing recommendations and offers that add value
- Ensure all orders are entered into Sage (Order entry & CRM Systems) correctly and conduct appropriate follow-up as per the customer's needs.
- Provide customers with quotations and work with the Purchasing Manager for price confirmation for non-stock speciality order items.
- Handle custom sheet metal requests from start to finish.
- Ensure all supporting documentation for orders, quotes and inquiries is filed/logged in company CRM system
- Escalate all Customer Issues to the appropriate Territory Sales Representative as required
- Other duties as required to support the customer experience

**Experience Requirements for the Order Desk Representative**:

- Post-secondary education or comparable work experience
- Past experience in a related position, ideally within the HVAC, sheet metal or any construction related industries
- Proven experience providing exceptional customer service
- Previous experience with CRM systems and inventory software
- Enthusiastic, self-starter and a passion for continuous learning and growth opportunities
- Excellent communication skills, both verbal and written
- Strong work ethic, exceptional organizational skills and the ability to multitask
- Previous experience within the HVAC and/or sheet metal industry would be an asset

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