Customer Service Representative

• Business Unit: Draeger Safety Canada, Ltd., Job-ID: 1291
• Location: Mississauga
• Function: Sales
• Work Location: Hybrid
• Employment Type: Permanent

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.

• 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.

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 a 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.

Dräger Benefits

• Comprehensive medical, dental, and vision coverage
• Paid vacation starting at 18 days per calendar year
• RRSP matching to help you plan for the future
• Tuition reimbursement for continued learning
• Wellness and employee support programs
• Life and other insurance options
• Corporate gym membership discounts

Who We Are

Draeger has several sites located across North America as well as field‑based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX.

Our Canada site is located in Mississauga, Ontario. Our field‑based Sales and Service workforce, located across Canada, is focused on building and strengthening long‑term relationships with our customers in the delivery of Draeger’s exceptional portfolio of Medical and Safety products and solutions.

Draeger is an equal opportunity employer and is committed to a diverse workforce. All candidates are encouraged to apply regardless of race, ancestry, colour, ethnic origin or place of origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences (for which a pardon has been granted), disability, marital or family status, or any other prohibited ground under applicable provincial human rights legislation.

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