Customer Order Processing

6 months ago

Scarborough, Canada AMD Inc. Full time

**Title**: Customer Order Processing & Service Associate

**Reports to**:Head of Warehouse, Logistics and Inventory

**Based at**:35 Dynamic Drive, Scarborough

**Job Purpose**:To ensure that customers have a flawless customer experience when dealing with our organization. This individual will work cross-functionally, supporting the sales and inventory teams to ensure that orders are fulfilled as close to 100% as possible and communicating effectively and proactively when they are not. The role includes handling all customer questions and complaints with compassion and professionalism, advocating for the customer experience. We expect the individual to provide feedback on operational processes, workflows, and technologies to meet overall business objectives and exceed customer experience.

**Key Responsibilities**:
**Order Processing**
- Review all customer orders and ensure that inventory is ready to be allocated to orders.

Communicate and send all orders to our 3PL partners for processing. Ensure that orders are processed and shipped on time.
- Collaborate with sales, sourcing, demand planning and supply chain when inventory is short to resolve in quickest way possible.
- Communicate any potential shortages with sales and customers ASAP. Work to proactively avoid shortages and resolve as quickly as possible with creative problem solving.
- Identify consistent out-of-stock issues and make suggestions for improvements to demand planning and supply chain.
- Validate customer chargebacks that pertain to shortages to ensure that no charges are unwarranted.
- Serve as a key contact for our 3PLs as it pertains to all order processing and inventory allocation topics.**Customer Service**:

- Proactively build a strong relationship and rapport with our key customer stakeholders.

Serve as the key source of all non-sales information for our customers. Serve as the key liaison between our customers and other internal teams including product master data, IT, accounts payable, accounts receivable, marketing and others.
- Proactively communicate any shipping or product availability issues with our customers.
- Be able to handle any questions and complaints with empathy, compassion and urgency.**Personal Leadership**:

- Embody the organization’s L.E.A.D values - **L*ong-term perspective, **E*mpowered team,

**A*ccountability, and **D*o it better.
- Demonstrate the key organizational behaviors including _**growth mindset, curiosity, resilience, and relentlessness**_.
- Become cross-trained on other key processes within logistics and supply chain. **Be an active participant in key sales, process and inventory forecast meetings. ** Participate in, build and maintain positive engagement in the Company’s culture and engagement.
- Participate in the Company performance planning and objective setting process.

Other duties as assigned.

The organization reserves the right to enlarge or reduce your duties and the scope of your work from time to time.

**Essential Skills and Knowledge**:

- Bachelor's Degree in Business or Operations is preferred.
- Minimum 3 years in Customer Service or Support; Manufacturing, Supply Chain or Logistics Industry background preferred.
- (Operational and Warehousing) a plus and not required.
- Proficient with MS Package (Excel / Word / PP/Outlook/ SharePoint).
- Have an awareness of EDI.
- Preference for individuals who have worked in small businesses vs large businesses.
- SAP knowledge in sales order processing is preferred.
- Customer orientation and ability to adapt/respond to different types of characters.
- Ability to multi-task, prioritize, and manage time effectively.
- Excellent oral & written communication skills.
- Exceptional problem solving & analytical ability.
- Strong interpersonal skills and strong attention to detail.

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

**Salary**: $48,000.00-$50,000.00 per year

**Benefits**:

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

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Scarborough, ON M1V 2W2: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Warehouse, Logistics, or Supply Chain Industry: 1 year (required)
- Providing Sales and Customer Support to large retailors: 1 year (required)

Work Location: In person

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