Order Desk Coordinator

**Job Summary**
Order Coordinators are responsible for the processing and coordination of the fulfillment of inbound purchase orders. Order Coordinators also process and coordinate warranty and non-warranty returns, as well as provide general customer service for order-related inquiries.

**Responsibilities & Duties**

**Order Processing**
- Process all inbound purchase orders into the company’s ERP system with accuracy and timeliness
- Communicate professionally with customers when a discrepancy needs to be corrected
- Ensure purchase orders follow company policies and procedures
- Communicate professionally with customers regarding product availability
- Accept credit card payments for COD customers
- Ensure automatic invoicing processes successfully by monitoring the invoicing folder in the ERP

**Coordinating Fulfillment of Orders**
- Follow company policies and procedures to direct orders through the order pipeline
- Communicate with customers regarding product availability and shipping methods
- Communicate special instructions for orders to the shipping and modifications departments
- Ensure orders move smoothly through the order pipeline, including regular follow-ups on pickup or on-hold orders
- Communicate with the Order Coordination Manager about orders that may require branch transfers

**General Sales Support**
- Answer customer inquiries regarding orders (lead times, proof of delivery, mis-shipments, etc.)
- Answer inquiries regarding policies (return and shipping policies)
- Answer inquiries regarding sales (price and delivery)

**Returns**
- Process and resolve all inbound returns in the ERP system with accuracy and timeliness
- Ensure returns are entered with correct product codes, prices, invoices, and replacement details
- Communicate professionally with customers for clarification when needed
- Follow company policies and procedures for returns
- Regularly follow up on open returns to ensure a smooth customer experience
- Escalate issues when required and take appropriate action (credits, replacements, stock adjustments)
- Superior customer service skills required; training provided

**Other Duties as Required**
- Provide coverage/assistance for other Order Coordinators (may include occasional 5AM-1PM shifts for Ontario coverage, up to 20 days per year)
- Open and/or close the Port Coquitlam office
- Retrieve mail weekly
- Support the marketing team with campaigns in the Western Region

**Qualifications**
- Education_
- Post-secondary education an asset
- Experience/Training_
- Minimum 3 years of administrative experience, ideally in inside sales/customer service
- Technical Skills_
- Knowledgeable in Excel and MS Office
- Experience with computerized purchasing, materials management, and financial systems an asset
- Familiar with Google Docs and ERP systems
- Other Minimum Qualifications_
- Ability to thrive in a focused, structured work environment while managing multiple tasks
- Proactive and works well under pressure with high accuracy and attention to detail
- Strong planning, organization, and problem-solving skills
- Strong relationship building and customer service skills
- Excellent English communication skills, both written and verbal
- Ability to make decisions, meet deadlines, and adapt to changing priorities
- Organized, methodical, and effective work style
- Ability to work independently and as part of a team
- Comfortable working in a sitting position for extended periods

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Work Location: In person