Order Desk Clerk

Cloverdale Paint Inc. is the largest family owned and operated paint company in North America. With over 75 Company stores and 150+ Authorized Dealers across Canada, Cloverdale Paint has had a special relationship with its customers ever since the company was founded in 1933.

Cloverdale Paint Inc. is seeking an ambitious individual for full-time position with open availability to support our production team in London, ON.

The Order Desk Clerk provides customer service and administrative support by processing orders, coordinating production and delivery requirements, and maintaining accurate customer and transaction records. This position acts as a liaison between customers, Sales, Production, and Distribution to support timely order fulfilment. As an ERP super-user, the incumbent also provides employee training, routine troubleshooting, and support for system and process improvements.

Wage is negotiable depending on previous experience.

The successful candidate is able to work Monday to Friday from 7:30 a.m. to 4:00 p.m.

Cloverdale Paint offers a very competitive compensation package and strives to be the Place to Be not only for customers but employees as well.

WHAT WE OFFER

• Company paid benefits – Medical, Dental and Vision
• Annual cost of living salary increases
• Profit-sharing Program
• Family Assistance Program
• Staff Discounts
• Comprehensive training
• A supportive and growth-oriented management team
• A great work environment with collaborative and caring colleagues

RESPONSIBILITIES

Customer Service and Administration

• Receive and respond to customer orders and inquiries regarding product availability, pricing, order status and delivery
• Answer customer, branch and sales enquiries regarding orders, product availability, shipping status and timelines
• Enter and verify orders; ensure product details, quantities, pricing, shipping and delivery requirements are accurate
• Review inventory availability, determine replenishment requirements within guidelines and create necessary work orders
• Coordinate production quantities and order priorities with the Production Manager
• Maintain customer stock lists and monitor inventory requirements for blanket orders
• Communicate expected delivery dates, order changes, and delays to customers and Sales Representatives
• Convey scheduling changes, order adjustments and special-order updates to stakeholders as required
• Address concerns, delivery discrepancies, complaints, and drum pickup requests, escalating matters as required
• Support process flows from source to destination, ensuring documentation and communication are maintained
• Prepare and verify customer invoices using packing slips and shipment records
• Coordinate corrections to order, shipping and invoicing discrepancies with the appropriate departments
• Maintain organized records of customer orders, invoices, and supporting documentation
• Complete month-end reports and other assigned administrative activities within established timelines
• Assist with physical inventory activities and investigate inventory transaction discrepancies
• Provide backup coverage for other Customer Service Representatives and the Receptionist as required
• Liaise with Production department regarding schedules, product availability and anticipated completion dates
• Coordinate with Laboratory personnel regarding pre-shipment samples, testing requirements and product release status
• Maintain accurate daily production information and transfer batch card files into the appropriate system
• Monitor outstanding orders and follow up on production, testing, and shipping requirements
• Confirm quantities available for shipment and provide instructions to Shipping department
• Arrange transport via company trucks or carriers in accordance with customer requirements and approved freight terms
• Coordinate rush orders with the appropriate departments before confirming delivery commitments

ERP Support

• Serve as a key resource for employees using the ERP system, including Microsoft Dynamics 365, for order entry, production coordination, shipping, and invoicing
• Provide day-to-day guidance and troubleshoot routine system and transaction issues
• Document and escalate unresolved system concerns to IT or the designated ERP support provider
• Train new and existing employees on approved workflows and system procedures
• Develop and maintain user guides, work instructions and training materials
• Assist with testing system updates and approved process changes, documenting results and reporting issues
• Support the accuracy and completeness of customer, product, and transaction records
• Generate routine reports and assist employees with accessing relevant system information
• Identify opportunities to improve order flow, reduce duplicate entry, and strengthen data accuracy
• Refer changes to system configuration, access permissions, and business rules to authorized personnel

Quality, Safety, and Continuous Improvement

• Follow applicable ISO 9001:2015 quality procedures and maintain required documentation
• Identify and report process errors, non-conformances and opportunities for improvement
• Maintain a safe and organized work environment and comply with company health and safety requirements
• Maintain current knowledge of company products, procedures and systems
• Contribute to team effectiveness through collaboration, knowledge sharing and reliable backup support
• Perform other related duties as assigned

REQUIREMENTS

• Post-secondary education in Business Administration, Marketing, Supply Chain and/or related field or an equivalent combination of education and experience
• Minimum two years of experience in customer service, order processing or a related administrative role, preferably within manufacturing or distribution
• Excellent customer service skills, including ability to resolve customer, branch and sales-related questions
• Experience using an ERP system, preferably Microsoft Dynamics 365
• Experience providing system support, employee training or ERP super-user support is an asset
• Proficiency in Microsoft Office, particularly Excel, Word, and Outlook
• Knowledge of inventory management, production scheduling, shipping processes and basic accounting principles
• Strong interpersonal, verbal and written communication skills, including professional telephone mannerisms
• Ability to perform computer-based work and remain seated for extended periods
• Ability to lift up to 70 lb. consistently throughout the shift, with or without reasonable accommodation
• Ability to move between office, production, and warehouse areas as required
• Ability to handle files, office supplies, and product samples as needed
• Accurate keyboarding, data entry and recordkeeping skills
• Strong organizational skills and the ability to prioritize competing demands
• Strong attention to detail, critical thinking and problem-solving skills
• Ability to explain system processes clearly to employees with varying levels of technical knowledge
• Ability to work independently and collaboratively across departments
• Familiarity with paint and coatings products and ISO 9001:2015 quality procedures is an asset

Physical Demands of Position
The essential function of this position involves physical duties, including the regular lifting, carrying, and moving of paint containers and related products weighing up to 70 pounds individually or with appropriate lifting equipment when required.

The successful candidate must be able to safely perform the essential duties of the position, with or without reasonable accommodation, in accordance with applicable human rights legislation.

Cloverdale Paint is committed to accommodating employees in accordance with applicable human rights legislation up to the point of undue hardship.

Our employees enjoy excellent work environments, respectful workplaces with credible leadership and receive fair remuneration and annual profit sharing. Be part of a Canadian family owned business and be valued, appreciated and respected!