Order Processing Specialist

3 months ago


Markham, Canada Lorex Technology Inc. Full time

**Contract: 18 Months**

**Company Description**

Proudly Canadian-founded, the Lorex team across North America is committed to the design, development, and deployment of ingenious smart home security and business monitoring solutions that enhance our customers’ lifestyles and sense of well-being. We achieve this by continuing to produce innovative solutions, all backed by cutting-edge technology and a dedicated team of forward thinkers.

**Job Summary**

**Duties & Responsibilities**:

- Process daily customer returns and refunds accurately and efficiently.
- Resolve open tickets related to return escalations, including compensation issues, return exceptions, and return status inquiries.
- Collaborate with customer service team to provide updates and resolve disputes on returns, ensuring excellent service.
- Manage price matching requests, ensuring compliance with company policies.
- Handle and resolve credit card chargebacks in a timely and professional manner.
- Manage all returns-related processing in line with company standards and procedures.
- Maintain accurate records of returns, refunds, and chargebacks for reporting and audit purposes.
- Coordinate with internal teams, such as customer service and finance, to ensure smooth return and refund operations.
- Identify and escalate recurring issues to improve the returns process.
- Stay up to date with company policies, products, and procedures to effectively handle return-related queries.
- Meet weekly targets for return processing, refund issuance and open escalations
- Continuously work on improving efficiency in return and refund processes.
- Process orders from customer request to input into the computer system.
- Communicate with warehouse to ensure prompt shipment of orders and refund processing.
- Resolve discrepancies between order fulfillment, invoicing, and returns.
- Coordinate orders to completion and follow up with various departments
- Ensure each order meets the quality assurance and data integrity checks.

**Requirements**:
**Knowledge, Skills and Abilities (KSAs)**
- Post-secondary education preferably related to supply chain
- Highly organized individual with strong attention to detail and accuracy
- Working knowledge of Microsoft Office (e.g., Word, Excel, Outlook)

**Competency Profile**
- Team player who can work independently
- Resourceful, quick learner
- Ability to maintain a high level of accuracy in preparing and entering data

**Background Experiences**
- Minimum of 1 to 2 years work experience in a customer service or order entry role
- Be computer literate and web savvy with e-commerce platforms and payment methods like Amazon Pay and Apple Pay
- Previous SAP experience preferred

**Job Type**: Fixed term contract
Contract length: 18 months

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Application question(s):

- Have you completed a degree or diploma in Supply Chain?
- How many years of work experience do you have in a customer service or order entry role
- Do you have SAP experience?

Work Location: Hybrid remote in Markham, ON L3R 3S1



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