Order Fulfillment Specialist

1 week ago

Mississauga, Canada Epiroc Drilling Solutions LLC Full time

**JOB SUMMARY**

The Order Fulfillment Specialist is responsible for handling and/or coordinating all incoming internal/external customer requests in relations with parts or machines sales, and related deliveries. The Customer Service Representative will provide customer service to clients while processing their transactions or listening to their issues in an efficient, accurate and friendly manner. They will deliver a positive customer service experience to each client and contributes towards enhancing the overall level of customer satisfaction.

**RESPONSIBILITIES**
- Responsible for processing of cash sales and credit card transactions
- Reconcile open customer orders and expedition of shipment delays
- Liaison between all departments to ensure customer fulfillment requirements are achieved (warehouse, purchasing, service, etc.)
- Follow-up on back orders and back order reporting to customers
- Handle RMA's in accordance with the company policy
- Handle NCR (non-conformance) ticketing and escalation
- Recognize and respond to the client's needs, identifying opportunities to promote and provide advice on our products or services. Inform clients about services and products available, and make recommendations where possible
- Handle disgruntled or dissatisfied callers in a courteous and professional manner. Strive to resolve client issues on the first call without escalation.
- Research availability of products
- Maintain good image of the Company and build good relations with internal/external customers in handling their queries, complaints, etc.
- Work closely with the Custom Solutions department to handle the special purchase orders (enter the orders, coordinate purchase, follow up shipments, etc.)
- Comply with the organization's people management, environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards
- Perform special studies and carry out special assignments, as required by his/her supervisor.

**EXPERIENCE**
- 5 years previous experience

**KNOWLEDGE/EDUCATION**
- Strong customer service and troubleshooting skills
- Computer literate, including effective working skills of MS Office Excel, Outlook, PowerPoint, Teams, Web Browsers. Previous experience with Supply Chain ERP systems and ticketing software considered an asset
- Tech savy - able to navigate multiple software systems and utilize company hardware
- Exceptional conflict resolution, negotiation, and objection handling skills
- Customer Focus

**SKILLS AND ABILITIES**
- Excellent interpersonal skills
- Able to work both in office and remotely
- Collaborative
- Able to work well under pressure
- Strong multitasking ability
- Strong attention to detail
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
- Able to work some rotating Canadian Holidays
- Able to work some rotating on call weekends (max 4 per year)

**United. Inspired**. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders.

We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

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