Head of Order Management

Pickering, Ontario, Canada
|
req1341

- Posted on: 8/15/2025

Head of Order Management

On-site | Full time | Senior (5+ years)

**About us**

In Trench Canada, we deliver state-of-the-art, safe, and reliable instrument transformers, coils, and bushings for seamless energy transmission. With a legacy of customized engineering and innovation, we enable society to harness the power of electricity with reliability and performance. But we are more than just a company. We are a force for change, committed to advancing the energy sector through cutting-edge technology and sustainable practices. We genuinely care about continuous improvement, and our dynamic workplace values attention to detail and adaptability, fostering a culture of equality, diversity, and inclusion where everyone is respected and truly valued.

**A Snapshot of Your Day**

As Head of Order Management, your day will revolve around ensuring the smooth and efficient flow of customer orders from entry to final delivery. You’ll serve as the main point of contact for customers, Regional Sales managers and sales agents, leading a team responsible for overseeing the entire order lifecycle. This includes coordination with production, engineering, logistics, and customer service teams to ensure timely fulfillment and high customer satisfaction. You’ll monitor order progress using key performance indicators (KPIs), resolve issues proactively, and maintain clear communication with internal stakeholders and customers. Your leadership will drive process improvements, reduce errors, and enhance operational efficiency all while ensuring that deliveries are completed on time and within budget.

Your Tasks:

- Manage the entire order lifecycle, from order entry to shipment (outbound), including the invoicing and cash collection process.
- Coordinate with production, engineering, and logistics departments to ensure timely and accurate order fulfillment.
- Monitor order progress and proactively communicate with customers regarding order status, including product shortages, delivery delays, customer complaints, and inquiries, while resolving order-related issues promptly and effectively.
- Implement best practices to reduce errors, enhance the customer experience, and improve profitability.
- Oversee logistics processes (outbound) to ensure the timely and cost-effective delivery of products to customers.
- Coordinate with shipping and warehousing teams to ensure efficient transportation and storage of goods.
- Manage relationships with third-party logistics providers to ensure high service standards.
- Monitor shipping schedules to ensure that all deliveries are completed on time and within budget.
- Ensure order fulfillment by serving as the primary point of contact for all related matters.
- The Order Management team represents the face of the organization to customers and is accountable for on-time delivery (OTD) and overall customer satisfaction.

**Leadership and Industry Knowledge**:

- **Provide coaching, mentoring, and training opportunities for a cross-functional team of Order Management and Logistic team professionals.
- Establish performance metrics and KPIs to measure the effectiveness of sales and order management and Logistic activities.
- Provide regular reports to senior management on order execution performance, requirements fulfillment, logistics trends, and customer satisfaction.
- Demonstrate a strong understanding of the North American energy market, including trends, regulations, and key players.
- Leverage industry knowledge to identify new opportunities and develop effective customer communication strategies.

**Requirements**:

- Bachelor’s degree in engineering or a related energy field.
- 7+ years of experience in order management, sales, or customer service within the energy/electrical industry, preferably with a focus on high-voltage products.
- Leadership experience in the energy industry.
- Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills, both written and verbal.
- Proficiency in Microsoft Office Suite is required. SAP ERP system experience is required.
- Strong customer orientation with a focus on providing excellent service.
- Strong understanding of manufacturing processes and supply chain operations.
- Ability to manage multiple priorities in a fast-paced environment.

We offer:

- The opportunity to gain practical experience in the field of optical current measurement technology and sustainable energy transmission in an innovative company
- You will work in a motivated team on forward-looking projects and gain insights into the latest technologies
- Support from experienced professionals in handling the latest measurement technology

**Our Commitment