Order Fulfillment Specialist Team Lead

7 months ago


Vaughan, Canada Caesarstone Full time

As the pioneer and innovator of Quartz Surfacing solutions, Caesarstone sparked a revolution in the global market for countertops. As we continue to transform the surface industry through quality, passion and hard work, we are committed to building empowered teams and delivering a second-to-none customer experience.

Caesarstone proudly maintains a leading presence in more than 50 countries, with our global head office in Israel, along with four state-of-the-art manufacturing plants in the USA, Israel, and India. With our North American headquarters in Charlotte, NC, our teams reach across multiple regions across the USA and Canada.

At Caesarstone, we believe our employees are the backbone of our company. We are committed to hiring team members who are creative, innovative, dedicated and disciplined. We are a thriving company with a variety of career opportunities seeking forward-thinking professionals to join our team. We offer exceptional benefits, competitive salaries, and a compassionate and collaborative company culture. Come join our team

**Job Overview**:
**Key Responsibilities**:
**1. Team Leadership**:

- Work with OFS Supervisor to train, coach, and develop the order fulfillment specialist team.
- Handle customer inquiries and escalations.
- Assist OFS Supervisor with setting performance expectations and monitor team performance against established KPIs.
- Ensure that the team adheres to company policies.
- Continuously identify opportunities to improve order fulfillment processes and efficiency.
- Working with OFS Supervisor to develop and Implement process enhancements to enhance order accuracy and customer satisfaction.
- Maintain detailed records of order processing and inventory transactions.
- Prepare regular reports on order fulfillment performance and KPIs.
- Collaborate with other departments (e.g., AR, Warranty, Logistics,) to ensure a smooth workflow.

**2. Order Processing**:

- Support customer base of their own accounts.
- Receive and review incoming orders, ensuring accuracy and completeness.
- Coordinate order prioritization and allocation based on inventory availability.
- Communicate order status and updates to relevant teams and customers.
- Oversee inventory levels and work closely with the Zone Supervisor and Demand planning team to maintain stock levels.
- Implement inventory control measures to reduce errors and discrepancies.
- Investigate and resolve order discrepancies and customer complaints promptly.

**Requirements**:
**KNOWLEDGE AND SKILL REQUIREMENTS**
- Bilingual English / French
- 2+ year’s customer service experience in construction related or manufacturing industry - either commercial or residential
- Knowledge of Oracle and Salesforce Software
- Knowledge of manufacturing processes and procedures

**Key Relationships**:

- External Accounts
- Internal OFS Team
- Regional Sales Managers
- Sales Team
- Multi Distribution Centre Managers
- Other Corporate Team Members (Canada-wide)

**Working Conditions**:

- Ability to travel within Canada.
- Manual dexterity is required to use desktop computer and peripherals.

The base salary for this role is between $55,000 - $60,000.

**OUR COMPANY VALUES**

**People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.**

**Accountability: Together, we take ownership of our actions, business and future.**

**Innovation: We are committed to fresh thinking and breakthrough ideas that create value.**

**Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements.**- _

Location website:
Canada



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