Order Management Customer Service Representative
DuPont Performance Coatings Canada Company - Ajax, ON

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Temporary Full-time (6-month contract)

The Order Management Customer Service Representative (CSR) provides a high level of customer service by understanding DuPont offerings, developing internal and external relationships and effectively processing customer orders.

Responsibilities will include, but are not limited to:

  • Process customer orders that arrive via telephone, fax, mail or EDI and enter information into appropriate DuPont system.
  • Establish sound business relationships with customers by consistently delivering professional, quality service that is superior to the competition.
  • Understand role in the value adding chain, the impact of this role on others and demonstrate effectiveness as a partner in the chain.
  • Manage complaint resolution, credits, debits and returns.
  • Audit customer, product and pricing information.
  • Manage and maintain required documentation to determined standards
  • Monitor shipment status and take appropriate action where necessary e.g. expediting, tracing, etc. Know resources to involve in ensuring commitments to customers are met.
  • Develop understanding and apply selling techniques in servicing work.
  • Continuously keep up to date on products, logistics, customers, ordering patterns and volumes and uses this to undertake work that anticipates and satisfies customer requirements
  • Understand and respond to metrics focused on driving continuous improvement of the process.


  • Ability to operate the required computer systems (SAP and the Microsoft Office Suite of programs)
  • Demonstrated experience of forming and maintaining positive and professional relationships with customers and colleagues
  • Good oral language, phone, listening and written communication skills
  • Previous Order Management experience preferred
  • Ability to work professionally and effectively with customers and many different functional groups
  • Ability to organize and set priorities for a demanding, diverse business work load
  • Ability to work effectively in a dynamic team environment
  • Bilingualism (English and French) an asset
  • Self-motivated and self-managed
  • Demonstrated problem solving ability, negotiating and effective complaint resolution
  • Demonstrates attention to detail
  • Exhibits high level of accuracy and passion for excellence
  • Flexibility within a team to take on/shed tasks as required by the team