2025-015: Order Management Agent

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.
**What the job is all about**:
Order Management is an integral part of the Ross Video’s success and a key contributor to Manufacturing Operations. An Order Management Agent’s primary responsibility is to manage the activities required to process and effectively deliver customer orders. They support various geographic sales territories, ensuring that orders are clean according to Ross Video’s Clean Order Criteria Policy, processed in a timely fashion, that product and delivery requirements are communicated properly to Production Planning, and that shipping logistics are efficiently managed and meet Ross Video’s Compliance Policy.
**Who you report to**: Manager, Order Management
**What we offer**:
Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.
Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events
Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.
Order Management Support Specialists project confidence while demonstrating organization, acute attention to detail, and creative problem-solving skills.
**Order Verification**:

- Reviews PO and Sales Force opportunity to ensure accuracy of all details.
- Verifies all contact and account information is accurate, shipping details, financial requirements, logistics details, and product configuration is completed and approved.
- Ensures end user contact info is accurate and available.

**Order Confirmation**:

- Ensures payment terms are in place.
- Requests payment if required.
- Acknowledges order and sets expectations with customers to determine a fulfillment plan.
- Manages any order changes.
- Works as a liaison between Production Planning and Customer to determine a ship date.

**Shipping Preparation for Sales Orders and Loans**:

- Prepares customs clearance documentation specific to the region.
- Schedule freight forwarders.
- Works with Shipping to effectively carry out the logistics plan.
- Works with Logistics and Compliance Specialists to ensure the routing plan is compliant and reduces cost and risk.
- Provides shipment tracking details to customer.
- Maintains an archive of logistics documents.

**Manage Sales Swaps/RMAs**:

- Manages assets and credits within customer account.
- Develops and executes a return shipment plan
- Performs other related duties as required.

**Who you are**:

- Above average knowledge of MS Word, MS Excel, Outlook (E-Mail) programs.
- Knowledge of CUSMA (formerly NAFTA)/Customs/Harmonization Codes/Country of Origin.
- Proficient typing/word processing skills.
- Understanding of Export controls (denied parties, ECCN).
- A post-secondary education in a related field is a definite asset.
- A professional and confident communications manner.
- Strong organization and problem-solving skills
- Ability to schedule duties/projects (multi-task).
- Ability to work unsupervised, attention to detail and an evident work ethic.
- Desire to contribute to a team environment.
- Ability to handle stressful situations.
- Ability to be flexible and adaptable to changing processes as process are improved.
- 2-3 years’ experience working in an office setting.
- Must be able to start work as early as 8 am and stay as late as 6 pm to provide coverage for time zones. It is an 8 hour day plus 30 minute unpaid lunch and start times will vary.
- Must be flexible to work from home, the Iroquois office and occasionally, the Ottawa offices
- Travel to various industry events may be required.

Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colo