Customer Order and Fulfillment Specialist

6 months ago

Oakville, Canada Veolia Full time

**Do you have what it takes to exceed customers' expectations? We're looking for dedicated and motivated individuals who can help us deliver a great customer experience with every interaction.**

Working in the Customer Support team as a Customer Order & Fulfillment Specialist, you are the customer's first point of contact with Veolia Water Technology & Solutions, and will be working directly with our customers, sales team and partners to provide the best fulfillment experience possible. With a focus on operational excellence and customer satisfaction, you will ensure that customer orders are managed with combination of speed, quality and accuracy. You will be working to ensure digital transformation and brilliant fulfillment activities like order management, leverage a mix of problem solving and proactivity to head off issues before they come up. This will be accomplished by sharing your fulfillment expertise from order to remittance in a fast-paced environment

Key activities within this role include, order entry, reviewing/actioning reports, troubleshooting & resolving order issue, updating the customer on the status of their order and resolving issues relating to invoicing and billing issues

To be effective in this role, the you will build and cultivate strong relationships & act collaboratively with sales, distribution partners, customers, and across the entire supply chain team.

**Job Summary**
- Enter customer orders with a focus on quality, accurate and speed
- Proactively manage open orders for Customers to drive faster delivery
- Prevent, reduce and resolve escalations, return, invoicing issues
- Prioritize & manage high volume of requests from Customers & Inside Sales Team
- Engage the customer directly to resolve issues, clarify order requirements & ensure delivery of product
- Keep customers proactivity informed about the status of their orders
- Manage critical cases with a sense of urgency and ownership
- Partner and coordinate with key supply chain departments in order to satisfy customer requirements, minimizes cost and maximize results
- Identify improvements in the processes to meet customer critical issues and requirements

**What we're looking for**:

- Energetic, enthusiastic and able to communicate effectively with customers with a focus on customer satisfaction
- Post-secondary education obtained at a community college or one or more professional designations (business, Fulfillment/Procurement designation or experience)
- Extremely detail-oriented, organized and able to provide clear and accurate updates to relevant teams
- Understanding of billing quality, accounting knowledge, and reconciliation
- Able to work with digital mindset and drive changes with ever changing technology.
- An ability to work in a cross-functional environment at all levels
- Tech Savvy, comfortable entering and retrieving data in a variety of software platforms
- Strong interpersonal, organizational and communication skills
- A motivated self-starter with strong problem-solving skills and a track record of meeting and exceeding goals through creativity and relationship building
- Solid working knowledge of the Microsoft Office suite, specifically Word and Excel
- Excellent time management skills & ability to prioritize work from multiple channels
- Thrives in a fast-paced but fun work environment
- Ability to work and influence employees at other locations.
- Ability to understand specific business objectives, priorities and key processes
- Ability to work rotating shifts Monday - Fridays, 8:00-4:30, 8:30-5:00, 9:30-6:00 a minimum of 3 statutory holidays. (depending on role/location)
- This is a hybrid position, requiring 2 days in the office, while 3 are remote.

**Additional Assets**
- Knowledge of SAP, Salesforce, Citrix and other support center tools
- Solid presentation skills
- Basic billing quality or accounting knowledge

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