Supervisor – Spare Products Order Desk

March 11 2019
Industries Consumer goods (Others)
Categories Customer Service, Call Centres, Call Center manager
Montreal, QC

Location: Montreal, 3-minute walking distance from Namur metro station

About dormakaba 
dormakaba has been ranked in the top 100 global tech leaders by Thomson Reuters!

The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions, and services related to doors and secure access to buildings and rooms. No matter where you are if you need reliable and innovative access and security solutions, we will provide you high-quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe.

With over 16,000 employees worldwide (450 in Montreal), dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group headquartered in Rümlang, Switzerland, is quoted on the Swiss stock exchange and generates annual revenues of over 3 billion Canadian dollars.

dormakaba offers you a career, not a job. Join dormakaba now and make a real difference in creating the next generation of products and services that will impact future generations. For more information, please visit

Category Sales & Services

Position Summary: 
The person is responsible for the spare products and consumables Order Desk team, including webstore order administration. The person is responsible to meet overall objectives, to coordinate the implementation of the procedures to assure achievements of customer satisfaction.

Main Responsibilities:

  • Hire, train, oversee resources of Consumables Order Desk
  • Provide coaching and assistance to call center agents on an ongoing basis 
  • Process weekly sales leads reports for submission to management 
  • Ensure that all employees follow the company's best practices for call center management and operations 
  • Develop presentations and talks to motivate and educate call center agents 
  • Communicate company goals to associates so every employee understands his or her role
  • Webstore; Administers different aspects of Lodging Systems (LGS) Webstore's such as customer registrations/accounts, orders integration, products, pricing, etc. Coordinates interactions with solution suppliers on bugs or special projects 
  • Resolves and Prevents Customers' Problems by researching and documenting issues and problems; forwarding necessary actions; providing response to client on issues; drive continuous improvement initiative in the Order Processing aspects
  • Maintains client data integrity by controlling the quality of data entry, should ensure that team members understand and follow published work instruction documents
  • Communications/Escalation; escalate and communicate potential or actual problems/situations to superior quickly by summarizing the issue, impact, and potential solutions
  • Conduct periodic surveys of customers and potential customers to ensure quality control
  • All other tasks related to this position or required by superior

Job Requirements:

  • 10+ years' experience in customer service 
  • 5+ years' supervisory experience 
  • College Degree in Business Administration or pertinent experience in related field
  • Extensive e-commerce background 
  • Excellent verbal and written communication skills, both in English and in French
  • Proficiency with Microsoft Office Suite
  • Must be willing to comply with pre-employment screening, including but not limited to, reference verification and the background check
  • Must have unrestricted Canadian work authorization
  • Add or send if possible two versions of your CV (French and English) *****@*********.com or visit

Please note that the masculine is used for the sole purpose of lightening the text.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We subscribe to the principle of employment equity and encourage applications from the four designated groups identified in the Employment Equity Act.

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