Customer Service Representative

The Job Responsibilities

The Customer Service Representative will work a hybrid schedule from our Mississauga, ON, Canada office, with a mandatory requirement to work in the office 2 days per week.

Provide exceptional customer service to English- and French-speaking customers by processing orders, resolving inquiries, and supporting order fulfillment within Draeger Canada's Market Fulfillment Department. Customer Service Representatives play a key role in ensuring requests are completed efficiently and accurately.

• Process customer orders and transactions accurately using SAP, order-entry tools, and customer portals while maintaining customer master data. Provide professional support via phone and email, coordinate urgent orders, prepare standard pricing and delivery quotations, and ensure service level expectations are met.
• Resolve order-related issues, including delivery delays, substitutions, pricing discrepancies, documentation concerns, and customer complaints. Collaborate with internal teams to drive timely resolutions, manage escalations, and keep Sales Representatives informed of account updates and order status.
• Review orders for accuracy, including customer information, pricing, quantities, shipping requirements, and special requests. Monitor orders through fulfillment and invoicing, provide order acknowledgements and delivery updates, and ensure proactive follow-up throughout the customer journey.
• Maintain accurate customer master data, training materials, and job aids. Identify and resolve order-entry discrepancies, support process improvements and automation initiatives, and proactively prevent recurring errors while improving operational efficiency and customer satisfaction.
• Serve as a customer advocate by resolving inquiries, disputes, complaints, and service-related concerns. Monitor open and back orders, communicate delivery updates, assist with invoicing issues, process credits, debits, and Failure on Arrival reports, and authorize product returns in accordance with company policies.
• Maintain effective communication across departments by professionally handling customer calls, sharing accurate information, and following established communication guidelines. Provide workload updates, collaborate with leadership and cross-functional teams, and foster a respectful, inclusive, and customer-focused work environment.
• Performs other duties as needed and assigned.

Your Qualifications

Education:

High School diploma, and College/University degree or completion of a related technical school program

Related Experience:

Fluently bilingual (French and English), written and verbal with two or more years’ of experience in customer service or related type position.

Special Competencies or Certifications:

• Required knowledge of SAP; experience with CRM and order management or inventory systems preferred.
• Strong verbal and written communication skills, with exceptional attention to detail and accuracy.
• Ability to build effective working relationships and collaborate across teams and departments.
• Strong interpersonal, organizational, problem-solving, and time-management skills.
• Proactive, highly organized, and capable of managing multiple priorities effectively.
• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Work Environment / Conditions:

Based in Mississauga, ON, with minimal domestic and international travel as required. Work is primarily performed in an office environment, including extended periods at a computer, virtual meetings, and desk-based activities. Operates in a smoke-free workplace with standard office working conditions.

The targeted pay range for this position is typically between $52,900 - $63,500. We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.​ This position is eligible for the following additional compensation: annual bonus, and overtime pay.