Order Desk Representative

Website company name


Burlington, ON 

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.   

This role offers the successful candidate with the opportunity to be a part of an exciting growth phase for a small business that is aiming at large scale growth.  You will experience the personal fulfillment of being empowered to make things happen in a culture that values our people above all else, and where the values of Integrity, Speed, Accountability, Empowerment and Respect are the cornerstones of how we operate, in addition to a very compelling compensation package. 

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 by a sense of responsibility to follow up and ensure our customers are taken care of.   

Main responsibilities of the Order Desk Representative: 

  • Receive inbound calls, emails, and walk-in customers and facilitate the order process from end to end   

  • 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 

Please inform us if you require any accommodations during the hiring process. Please note that only those candidates selected for an interview will be contacted.  

Please note we are only accepting applications from those authorized to work in Canada and we are not currently sponsoring any work visas

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