Customer Service Representative

Job summary

Receive, process, and verify customer orders using CRM/ERP systems and purchase orders, and respond to customer inquiries with order status, tracking, delivery, and lead-time information. Record customer issues, authorize and document returns, and coordinate with third-party logistics and inventory teams to support timely fulfillment.

Job details

Danawares is a Canadian-owned toy manufacturer /distributor for customers across Canada. As a Customer Service Representative, you’ll play a pivotal role in ensuring seamless interactions with Danawares valued customers. Your primary responsibilities will revolve around receiving, processing, and verifying orders, addressing customer inquiries, and providing essential order information and support. Some of the things you will do in this position: · Receive, process, and verify the accuracy of orders from customers using the organization’s CRM/ERP systems and customer purchase orders. · Exceptional multitasking abilities within a fast-paced order entry environment, adeptly managing order processing tasks and addressing diverse customer inquiries professionally and efficiently. · Utilize the company’s ERP system to extract order information such as backorder status, tracking numbers, delivery dates, and lead times. · Enter customer issues accurately, authorize product returns, and document circumstances and rationale for returns. · Perform order desk duties, including coordinating with our team at our 3PL and inventory management teams to ensure timely order fulfillment. What you will need to be successful in this position: · post-secondary diploma degree, · Fluent proficiency in both French and English, both oral and written · Previous experience (5 years preferred ) in an order desk or order processing position in a B2B environment · Previous experience working with an ERP system , SAP, CRM, · Proficient in Microsoft Office Suite (Word, Excel) and adept at conducting internet searches. · Exceptional attention to detail and organizational skills are essential for accurate data entry and order management. · Ability to multitask effectively and thrive in a fast-paced environment with minimal supervision. · Strong listening skills to address customer concerns efficiently. Job Type: Full-time, Permanent Schedule: · Monday to Friday Experience: SAP Business one · B2B customer service: 2 years minimum required · ERP systems: 2 years minimum required · order entry: 2 years minimum required Language: · French required · English required Work Location: Hybrid remote in Lachine – 3 days on site subject to change

What you’ll do

Receive, process, and verify customer orders using CRM/ERP systems and purchase orders, and respond to customer inquiries with order status, tracking, delivery, and lead-time information. Record customer issues, authorize and document returns, and coordinate with third-party logistics and inventory teams to support timely fulfillment.

Requirements

A post-secondary diploma or degree and fluent written and spoken French and English are required. The role calls for B2B order desk or order processing experience, ERP/SAP and CRM familiarity, Microsoft Office proficiency, strong attention to detail and organization, and the ability to multitask independently in a fast-paced environment.

Listed skills

• ERP systems · Preferred
• Organization · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Multitasking · Preferred
• CRM Systems · Preferred
• Microsoft Word · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• B2B Customer Service
• Order Processing
• Order Entry
• ERP Systems
• SAP Business One
• CRM Systems
• Order Verification
• Customer Inquiry Resolution
• Returns Authorization
• Inventory Coordination
• 3PL Coordination
• Microsoft Word
• Microsoft Excel
• Attention to Detail
• Organization
• Multitasking

Job areas

• Customer Service & Support
• Logistics
• Manufacturing
• Administrative

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