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Order Entry Specialist/customer Service Specialist

4 months ago

Newmarket, Canada Microcel Corporation Full time

**Job description**

Microcel has been trusted by forward-thinking customers and partners worldwide for distribution, sourcing, curating, promoting, delivering, and launching top innovation brands and their products to the Canadian market. Global brands such as Fitbit, Anker, Tile, Polaroid, Logitech, Goal Zero, and many more, partner with Microcel to drive their distribution, sales and brand expansion, retail activation, and online businesses.

**JOB SUMMARY**

**CSR Job Duties**
- Amazon orders processing and Returns management
- Finds and recommends positive resolutions or alternative options to customer requests or challenges
- Handles product availability inquiries
- Expedites new customers’ setups and ensures initial orders are processed in timely fashion; practically handhold the new customer from initial contact until the first order is processed
- Assists with placement of orders, refunds, or exchanges
- Answers questions about warranties or terms of sale
- Helps customers with order tracking
- Provides customers with reports as needed
- Helps create and transmit vendor specifics reports
- Acts as the company gatekeeper
- Communicates sales orders ETAs and changes to customers
- Interacts with pricing specialist and sales support to facilitate customer pricing and product setups
- Coordinates with Accounts Receivable to resolve customers and orders that are on HOLD
- Updates customer orders ETAs and cancelations in ERP, WMS, and other platforms as needed
- Processes RMA credits on timely fashion
- Coordinates EDI setup and tests with service providers and customers
- Tracks customer complaints and inquiries
- Updates monthly KPIs
- Other tasks may be assigned by the department’s manager, or team leader.

**CSR Skills and Qualifications**
- Order processing and maintenance in ERP
- WMS hands on experience
- Customer relationship role
- Proficient in MS Office
- Friendly, courteous, and tactful with customers without compromising company’s interests
- Adherence to company policies and procedure
- Excellent time management and coordination skills
- Ability to learn new processes and train others (train the trainer)

**LANGUAGE SKILLS**
- Ability to communicate effectively in English oral and written.
- Ability to read and interpret company product information
- Ability to speak effectively before internal or external groups

**DECISION MAKING AUTHORITY**
- Recommends changes to policies and procedures to superiors
- No expenditures or expenses without prior approval of superiors
- Ability to multi-task, pro-active thinker, outside the box.
- A good memory for detail, to help retrieve information quickly.
- Strong problem solving skills.

**PHYSICAL DEMANDS**

**GENERAL**
- Must live within easy commuting distance to Newmarket.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Newmarket, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Order Entry Specialist: 2 years (preferred)

Work Location: Hybrid remote in Newmarket, ON