Order Desk Representative

Primary Purpose and Overall Objective of the Job:
Perform the sales administration and customer support activities for his/her area to ensure internal and external customer satisfaction in line with the written procedures, the guidelines and in close collaboration with the other departments helping to meet the organization’s targets. 

Main Accountabilities:

• Assist internal and external customers with various requests while offering efficient customer service. Act as liaison between various departments involved in the sales orders process, from account managers to supply chain.
• Process and enter country sales orders in SAP (or local ERP) in compliance with internal and external rules and regulations and ensure prompt and accurate delivery of products throughout Canada, while ensuring accuracy of all data entries and information related to sales orders, deliveries and invoicing. 
• Provide timely, accurate, solution-driven support of order-related queries.
• Monitor and help achieve KPIs.
• Monitor the backorders in coordination with the other supply chain departments (warehouse, Supply & Demand Manager, Local demand planner, Logistic referent) 
• Manage the non-technical complaints from customers in collaboration with other departments (Warehouse, Transport and Customs, Finance, Quality….) processing in a good way the different issues (Dispute Cases, Notifications). Coordinate customers returns and carrier damage with associated credit notes.
• Work closely with Supply Chain and Sales/Customers to help increase revenue and minimize scraps and, as a result, scraps-destruction costs.
• Work closely with dedicated accounts by managing and following up on their activities and transactions, being their main point of contact for any kind of requests.  Learn and understand their needs and requirements while maintaining open and frequent communication with those accounts.
• Facilitate an organization of continuous improvement:
  • Proactively identify opportunities for improvement and increased efficiency;
  • Assist stakeholders in understanding process bottlenecks and inconsistencies;
  • Ability to be a change champion. 
• Acquire knowledge of highly specialized products to offer the best possible Customer service

Studies and Experience:

• Strong and relevant experience in a similar fast-paced role:
  • At least 2 years of experience
• Knowledge of our customer base and industry would be an asset.
• Computer skills: proficient with MS Office Suite and ERP, preferably SAP. Experience with EDI a strong asset.

Skills and Qualifications:

• Strong English and French spoken and writted communication skills required
• Ability to work under pressure. Rigor and timeliness. Time and priorities management.
• Business/Customer oriented. Adaptability/Flexibility. Growth mindset.
• Teamwork oriented, meticulous, and well organized.