Order Resolution Specialist

1 month ago

Vaughan, Ontario, Canada CB Canada Full time
Job Title: Open Order Resolution Associate

At CB Canada, we are seeking a highly skilled and detail-oriented Open Order Resolution Associate to join our team. As an Open Order Resolution Associate, you will play a critical role in resolving open customer orders and credit card declines, ensuring a seamless customer experience.

Key Responsibilities:
  • Resolve open stock, third-party, sourcing, and rejected orders to identify root causes and determine appropriate actions.
  • Report long-term systemic issues to the relevant teams to improve the customer experience.
  • Provide timely and accurate support to internal customers with Sales Order and Purchase Order-related questions.
  • Utilize best practices to continuously improve standard work processes.
  • Focus on first-pass resolution and ensure continuous follow-up on open issues.
  • Maintain adherence to schedules, follow SOPs, and quality standards for associated reports.
  • Work independently, take responsibility for daily tasks, and make sound decisions for the customer and the company.
Requirements:
  • High School Diploma or equivalent.
  • 2-3 years of Customer Service and/or Supply Chain experience.
  • Excellent communication skills to effectively interact with customers, internal partners, and team members.
  • Ability to adapt to changes and prioritize multiple tasks simultaneously.
  • Professional attitude, particularly in complex and stressful situations, with a strong sense of urgency.
  • Commitment to providing superior customer service.
  • Proficiency in navigating multiple channels, including SAP, SOE, Grainger.ca, MS Office Suites, and SharePoint.
  • Ability to follow verbal and written instructions with minimal supervision.
  • English and French language proficiency, as the role involves interacting with team members from all Canadian provinces.

CB Canada is committed to providing a safe and positive work environment for all team members. As part of our hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when moving to a driving role or director position.

We encourage all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples, to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.

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