Order Management Representative

At Brother, we live and breathe the spirit of “at your side” by offering our people careers where they can learn, grow, and thrive. And with over 100 years of experience making high-quality printers, labelers, scanners, sewing, embroidery, and quilting machines, we’re a rock-solid company with a reputation for being great people delivering a superior customer experience.

The Order Management Representative will work closely with our Logistics and Sales teams to understand and help improve the throughput process and customer needs. The Order Management Representative will add value by contributing to improve Customer SLAs (service level agreements). Reporting to Manager, Supply Chain, the Order Management Representative will oversee all aspects of order management with regards to incoming orders, customer requests and internal stakeholder requirements.

**What you'd be doing**:

- Oversee all incoming Sales orders and Return Material Approvals (RMA) requests.
- Keep track of all fines issued by customers, anticipate them when possible to flag risk and proactively find solutions to reduce that risk.
- Work closely with Logistics, Sales, Product Planning and Finance as well as their team in Supply Chain, to ensure efficient process flow of all orders and returns and minimize impact on customers.
- Prepare weekly reports for customers, and internal stakeholders.
- Continually work to improve throughput KPIs and drive efficiency in productivity and cost savings.

**What we look for**:

- Bilingualism - English and French spoken and written.
- Customer focused attitude.
- Great communication skills.
- Continuous Learner and Continuous Improvement minded.
- University degree.
- Microsoft Office: Excel, Word, PPT.
- Relevant experience.
- Organized and detail oriented.
- Team player.
- SAP - a bonus.

**What you need to know about Brother**:

- We’re great people who work hard, play hard and look out for each other because we’re a team—it’s that simple
- Our head office is an animated workplace in the West Island of Montreal with a rich social life and where Brother people at all levels take social responsibility and giving to the community very seriously.

**What Brother has to offer**:

- We're committed to achieving shared success and we provide opportunities for you to develop through experience, exposure and learning via Brother University and LinkedIn Learning.
- RRSP program - we match up to 4% base salary per year after 6 months of enrollment.
- Insurance package that cares for you as much as we do.
- Wellness subsidy to support your wellness goals.
- Recognition Awards Program: we give and receive kudos through our social recognition program, where you accumulate points towards your preferred reward.
- Employee discount on Brother products saves you, your friends and family, money on the things you need.
- Hybrid work model (at home/in the office) provides greater balance in supporting our Brother Community and team spirit.
- At Brother Canada, we strive to provide an environment where everyone feels valued by respecting individual differences and welcoming diverse life and work styles. We are an equal opportunity employer and do not discriminate or make employment decisions on the basis of race, colour, religion, sex, disability, or any other protected characteristic. _Chez Brother, nous vivons et respirons l'esprit d’être « à vos côtés » en offrant à nos employés des carrières où ils peuvent apprendre, grandir et s'épanouir. Et avec plus de 100 ans d'expérience dans le domaine, nous sommes une entreprise solide comme le roc et nous avons la réputation d'être des gens formidables qui offrent une expérience client supérieure. C'est peut-être votre chance de vous joindre à notre équipe gagnante

Le représentant de la gestion des commandes travaillera en étroite collaboration avec nos équipes de logistique et de ventes afin de comprendre et d'aider à améliorer le processus de débit et les besoins des clients. Le représentant de la gestion des commandes ajoutera de la valeur en contribuant à améliorer les SLA clients (accords de niveau de service). Relevant du responsable de la chaîne d'approvisionnement, le représentant de la gestion des commandes supervisera tous les aspects de la gestion des commandes concernant les commandes entrantes, les demandes des clients et les exigences des parties prenantes internes.

**Voici ce que vous feriez**:

- Traiter toutes les commandes entrantes et les demandes de retour d'articles (RMA) dans SAP.
- Fournir un service de haut niveau en répondant aux demandes des clients de façon claire et efficace en utilisant le courrier électronique, le téléphone et la messagerie interne en anglais et en français.
- Faire le suivi de toutes les amendes émises par les clients, les anticiper si possible pour signaler les risques et trouver des solutions de manière proactive pour réduire ces risques.
- Travailler en étroite collab