Customer Fulfillment Leader

4 weeks ago

Vaughan, Canada Weber Canada Full time

Company Description
Weber is a premiere manufacturer of charcoal and gas grills and accessories, with a passion for grilling that is reflected in everything they do. Since 1952, Weber has been sharing their passion and inspiring the grilling community. In 2014, Weber opened its Canadian subsidiary, Weber-Stephen Canada Co., and the Weber Grill Academy in Vaughan, Ontario. They believe that diversity is essential to their growth and progress, and strive to create an inclusive environment. If you are looking to work for a company known for exceptional quality products and customer satisfaction, Weber may be the right fit for you.

Role Description
This position is responsible for Retailer/Customer order management process for Weber Stephen Canada reporting to the Director, Operations or his/her designate. This is a full-time on-site role at Weber Canada in Vaughan, ON.
The incumbent is responsible to foster customer relationships while providing best in class customer service experiences to our Retail partners. The Customer Fulfillment Leader must be able to interface with the Logistics, Sales & Marketing, and Finance departments as well as perform other duties as assigned by the department manager.

Essential Duties and Responsibilities include the following, other duties may be assigned:

Be an expert in: managing customer data, order creation, manage customer specific logistics requirements and maintain a proper process flow in the Order to Cash Cycle
Highly proficient in SAP order management module (SD)
Responsible for on time and efficient processing of all customer orders and claims management
Manage all incoming EDI orders and PO changes
Provide knowledgeable answers to questions about product, pricing and availability
Responsible to provide support to our retail customer with parts research utilizing weber.com schematics
Process orders in a fast-paced environment
Respond to dedicated customer service calls
Effectively manage difficult or complex issues and escalate any customer complaints/disputes to the discipline manager
Collaborate internally with Sales, Marketing, Logistics and Finance to meet customer’s needs
Meet or exceed key performance indicators measuring productivity as defined by management
Ability to handle responsibilities effectively and interface with internal and external customers

Qualifications
A High School diploma or equivalent
5-10 years’ experience of data entry and customer interface in a fast-paced customer service environment
Bilingual French a must
Basic computer skills are needed to perform the job successfully
Strong proficiency with Microsoft Outlook Office Products
SAP required
Previous A/R experience an asset
Interpersonal Skills, Communication, and Customer Support
Analytical Skills and Attention to Detail
Experience in customer satisfaction and support
Strong problem-solving skills
Proven ability to work effectively in a cross-functional team environment
Excellent written and verbal communication skills
Strong organizational and time management skills
Experience in the retail or consumer goods industry is a plus

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