Order Resolution Specialist

2 months ago

Vaughan, Ontario, Canada CB Canada Full time

Job Summary:

The Customer Service Associate will be responsible for handling all assigned tasks, including but not limited to, credit card denials and maintaining/updating customer orders in progress or credit card denials. They will provide valuable information to enable multiple inter-functional teams affected by ongoing order issues, rejected lines, and credit card denials to improve customer experience, eliminate delays, and reduce customer failures.

Main Responsibilities and Accountabilities:

  • Support and resolve open stock, third-party orders, procurement, and rejected orders to understand the root cause and determine the appropriate measure, which may include locating available stock, creating a stock transfer order, and/or communicating relevant information to customers.
  • Notify relevant teams of any long-term systemic issues identified within their own department.
  • Assist internal customers in responding to customer order and/or customer order-related inquiries.
  • Utilize demonstrated best practices and work to continuously improve normalized procedural practices.
  • Focus on first-call resolution and ensure ongoing follow-up on any pending issues.
  • Maintain adherence to schedules, follow all normalized procedures, and quality standards regarding associated reports.
  • Must be autonomous, assume responsibility for completing daily tasks, and make informed decisions for both the customer and the company without direct instruction.
  • Effectively communicate during negotiations to ensure achievement of business objectives, promote good working relationships, and improve morale and efficiency.

Education and Experience Requirements:

  • High school diploma or equivalent
  • 2-3 years of experience in customer service and/or supply chain
  • Ability to communicate clearly and effectively with customers, internal partners, and colleagues
  • Capable of being flexible and adapting to all changes that arise.
  • Capable of prioritizing and working multiple tasks simultaneously.
  • Capable of always maintaining a professional attitude, particularly during interactions with individuals in complex and stressful situations, and demonstrating a strong sense of urgency.
  • Demonstrate a commitment to providing superior customer service
  • Ability to navigate through multiple SAP channels, SOE, Grainger.ca, MS Office suites, and SharePoint
  • Capable of following verbal and written instructions with minimal supervision within specified deadlines.
  • English and French required as the role supports and interacts with team members from all Canadian provinces.

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