Order Entry/Customer Service

The Company: Dormer Laboratories Inc., located in Etobicoke, Ontario, has been meeting the needs of North American medical practitioners since 1979 specializing in the fields of allergy, dermatology, and general medicine. Dormer also markets physician recommended consumer products. Dormer is recognized by its customers as providing a consistently high level of service and support.

Position:Order Entry/Customer Service

Term: Permanent position / 40 hours per week

Location: On-site / Etobicoke, Ontario

General Description of the Position:

Reporting to the Director of Operations, the successful candidate will work closely with a team of service-oriented professionals in support of both receiving and processing customers' orders and inquiries while fulfilling all aspects of professional customer service. The position will have direct interaction with Dormer's customers. Essential product and process training will be provided. This position requires strong computer skills, a detailed knowledge of MS Office Systems, and the ability to manage order complexity.

Responsibilities:

1. Receive and process customers’ orders for all product lines from multiple sources (website, email, fax, etc.).

2. Receive customers emails and phone calls related to product inquiries, identify & collect the needed information and forward it to the concerned department.

3. Maintain customer record including current interactions and detail issues and solutions.

4. Set up new customer accounts in coordination with the Finance department.

5. Process credit card transactions on a daily basis.

6. Communicate closely with the Operations department to resolve various customers product and order inquiries.

7. Communicate with the Sales & Marketing personnel on specific issues resolution.

8. Perform other duties as required to meet operational and customer needs.

Qualifications: A minimum of 3 years of successful Order Entry and Customer Service experience and a familiarity with CRM systems and practices.

Ability to handle work load, manage diverse and multiple activities and manage time effectively.

Excellent in-person and telephone verbal and listening communication skills are essential with competence in English. Competence in French is beneficial.

Job Type: Full-time

Benefits:

• Extended health care
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)

Ability to Commute:

• Etobicoke, ON M9W 5A3 (required)

Ability to Relocate:

• Etobicoke, ON M9W 5A3: Relocate before starting work (preferred)

Work Location: In person