Order Management Specialist

4 weeks ago

Vaughan, Ontario, Canada CB Canada Full time

Position: Customer Order Resolution Expert

The Customer Order Resolution Expert plays a crucial role in addressing various aspects of order management, particularly focusing on issues such as credit card declines and the oversight of customer orders. This position is essential in providing insights that assist multiple cross-functional teams in mitigating ongoing order challenges, handling rejected items, and addressing credit card issues to enhance the overall customer experience, minimize delays, and reduce failures.

  • Facilitate the resolution of open stock issues, third-party orders, procurement discrepancies, and rejections to identify root causes and implement suitable solutions.
  • Communicate any persistent systemic challenges identified within the department to the relevant teams.
  • Provide assistance to internal stakeholders regarding inquiries related to purchase orders and customer orders.
  • Adopt best practices and continuously seek to enhance standardized operational procedures.
  • Prioritize first-contact resolution and ensure diligent follow-up on any unresolved matters.
  • Adhere to established schedules, comply with all standardized procedures, and maintain quality standards concerning associated reports.
  • Exhibit self-direction, take ownership of daily responsibilities, and make informed decisions that benefit both the customer and the organization without requiring direct oversight.
  • Communicate effectively during negotiations to achieve business objectives, foster positive working relationships, and enhance team morale and efficiency.

Qualifications:

  • High school diploma or equivalent required.
  • 2 to 3 years of experience in customer service and/or supply chain management.
  • Ability to communicate clearly and effectively with clients, internal partners, and team members.
  • Flexibility and adaptability to changing circumstances.
  • Strong skills in prioritization and multitasking.
  • Maintain a professional demeanor, particularly in challenging and high-pressure situations.
  • Dedication to delivering exceptional customer service.
  • Proficiency in navigating various systems including SAP, SOE, MS Office, and SharePoint.
  • Ability to follow verbal and written instructions with minimal supervision while meeting specified deadlines.

CB Canada is dedicated to being an employer of choice, attracting and retaining a diverse range of top talent while ensuring a pleasant and safe working environment for all employees. Background checks will be conducted for all external candidates prior to hiring. Internal candidates will undergo background checks if transitioning from a non-driver to a driver role or to a managerial position. CB Canada adheres to fair employment principles and practices, encouraging qualified individuals, including women, persons with disabilities, visible minorities, and Indigenous peoples, to apply for open positions. Accommodations may be provided for individuals with disabilities participating in the selection process upon request.

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