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Customer Order Resolution Specialist
3 months ago
Position: Customer Order Resolution Specialist
The Customer Order Resolution Specialist plays a crucial role in addressing various challenges related to order management. This includes handling credit card declines and overseeing the modification of customer orders. The specialist serves as a vital resource for multiple cross-functional teams impacted by ongoing order discrepancies, rejected items, and payment issues, aiming to enhance the customer experience, minimize delays, and reduce order failures.
- Address and resolve issues related to open stock, third-party orders, procurement requests, and rejections to identify root causes and determine suitable actions.
- Report any persistent systemic challenges identified within the department to the relevant teams.
- Assist internal stakeholders with inquiries regarding purchase orders and customer orders.
- Implement best practices and continuously seek to enhance standardized operational procedures.
- Prioritize first-contact resolution and ensure consistent follow-up on any unresolved matters.
- Adhere to schedules, comply with all standardized procedures, and maintain quality standards concerning associated reports.
- Demonstrate self-direction, take ownership of daily responsibilities, and make informed decisions for both the customer and the organization without direct oversight.
- Communicate effectively during negotiations to achieve business objectives, foster positive working relationships, and enhance morale and efficiency.
Qualifications:
- High school diploma or equivalent
- 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 complex and high-pressure situations
- Commitment to delivering exceptional customer service
- Proficiency in navigating various systems such as SAP, SOE, MS Office, and SharePoint
- Ability to follow verbal and written instructions with minimal supervision while meeting deadlines
CB Canada is dedicated to being an employer of choice, attracting and retaining diverse top talent while providing 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 position or to a managerial role. CB Canada adheres to fair employment principles and practices, encouraging qualified individuals, including those 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.
