Digital Order/portal Team Lead

6 months ago

Edmonton, Canada Applied Industrial Technologies Full time

We are currently seeking and have an immediate opening for a qualified and motivated individual to fill the position of **Digital Order Team Lead. **This role can be fully remote, on-site, or hybrid. Location is flexible for anywhere Applied operates in in Canada, however preference is close to one of our major service centres.

**Position Summary**:
**Roles and Responsibilities**:

- Responsible for coordinating and assigning portal and digital orders for customers as well as working on effective resolutions to issues for customers/branches within these areas
- Provide guidance to CSSRs on daily operations by creating, reviewing, validating, and maintaining customer data, portals, invoicing, etc
- Maintain data integrity and performing regular audits on digital/portal customers
- Develops knowledge and expertise of best practices and end-to-end business processes
- Possess and develop Managerial and Leadership skills and knowledge for future growth and responsibility
- Work with Service Centre Management and Sales to create a customer specific Service Level Agreements (SLAs);
- Strategize on how to maintain and exceed customer expectations on customer service
- Need to know customer specific brands, pricing point if Matrix Pricing and any additional customer specific information from SC-GM, TSR, CSSR’s, SAM.
- Quotes processed by team versus by SC and then purchased by platform
- Customer Specific Portal Rules and Processes
- Develop and provide training on Customer Specific SLA to internal associates;
- Map out and create customer specific training documents
- Ensure Team is trained on each customer and portal
- Facilitate cross training to ensure coverage is provided
- Work with the EDI team on new customer onboarding initiatives, ensuring a successful experience
- Submit weekly rejected platform reports to team for review and correction
- Liaise with AR on digital customers overdue invoices
- Participate on digital customer strategic account meetings
- Observe any opportunity for Continuous Improvement to reduce waste in digital/portal process
- Communicate timely and professionally to users, management, and senior leadership and other stakeholders as required
- Provide additional order management support as required
- Other tasks and projects as assigned

**Preferred Education & Experience**:

- Bachelor’s degree in analytics/statistics or business, or 5 years equivalent experience in a related industry
- 1-2 years of progressive leadership experience preferred

**Specific Skills**:

- SAP and customer service portal experience
- High proficiency in Microsoft Excel
- Strong written and verbal communication skills as well as proven problem solving and analytical skills
- Prioritization and organizational skills with the ability to work self-directed
- Demonstrated ability to work in a collaborative manner with multiple stakeholders
- Ability to develop new processes and drive process improvements with clear improvement results
- Able to work in a team environment and utilize all available resources

**Working Conditions**
- Position has opportunity to be based in an AIT Canada location or work fully remotely or in a hybrid structure.

You will be part of a stable and established company with consistently strong performance and growth. We encourage you to contribute fresh new ideas. Here is just some of what we have to offer:

- Competitive compensation and bonus opportunities
- Health, vision, and dental coverage, RRSP w/ company match
- Paid vacation, sick time, and company holidays
- Tuition reimbursement and opportunities for development
- Company supported community involvement opportunities

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, ancestry, gender, sexual orientation, gender identity, age, disability, marital status or any other characteristic prohibited by law.

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