Customer Success

4 days ago

St Thomas, Canada Masco Canada Full time

**Come Build Home with Us We are Hiring a Customer Success - Order Management Specialist**

We are seeking a qualified, motivated individual to join our team in our St. Thomas location (flexible hybrid work environment).

This role is responsible for execution of order management tasks and is invested in order management processes. The team and the role are passionate about ensuring customer orders are managed and delivered within the expectations of the customer and Masco Canada policies and standards. The Customer Success - Order Management Specialist advocates for customers through expertise with business systems and processes, and through collaboration with other functional areas impacting the customer journey. Customer order data plays a central role in the activities of the team, and there are opportunities to flex and grow analytical skills around that data.

**What You Will Do**
- Build and maintain strong customer relationships, loyalty, and retention through exceptional service
- Communicate directly with internal and external customers
- Review and maintain customer contact information
- Be a reliable source of information about our products and services
- Manage customer orders accurately and promptly and monitor for situations which could negatively impact customer success
- Execute order handling and change management (e.g. order discrepancies, change requests, etc.)
- Update order data on customer web portals (e.g. shipment dates, back-ordered items, etc.)
- Investigate and solve problems when key performance indicators are not met (e.g. root-cause countermeasures for fill rate)
- Complete special projects and other duties, as assigned
- Assist with training and development of new & existing colleagues

**What You Will Bring**
- Excellent interpersonal and communication skills (verbal and written)
- Positive attitude and strong work ethics
- High sense of urgency along with continuous improvement mindset
- Accuracy and attention to detail a must
- Problem solving abilities
- Ability to prioritize and work without supervision
- Post graduate degree, diploma, or certificate
- Good working knowledge of Oracle ERP systems (such as JD Edwards) preferred
- Experience with retail and e-commerce customer requirements preferred
- Proven history of process improvement initiatives preferred
- Experience with data analysis preferred

**What Is In It For You?**
- Competitive salary
- Health and Drug Benefits from Day 1
- Optional Pension Program
- Employee Assistance Program
- Access to our Virtual Health Services Platform
- Employee Discount Program, Employee Store and Dell Discount Program
- Opportunities for community contributions and volunteering
- Fast paced work environment
- Opportunity to work in a growing company and industry

**Company: Masco Canada**:
Masco Canada _(the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company._

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