Customer Fulfilment Team Leader

Job Description

Summary

Our company is currently seeking a Order Fulfillment Leader.

Minimum of 5 years experience in ERP System Management (Air table)

Minimum of 5 Years experience in Order Fulfillment role

Industry Home Renovations (Ecommerce) is an asset

Key Responsibilities:

• Communicates with the customer across Canada on a national platform by

answering incoming calls, e-mails, and other customer requests.

• Processes manual and electronic orders as a primary function of the CXP role;

follow up on those orders to ensure accuracy and timeliness.

• Ensures orders are processed by established customer cutoff times to maintain

high levels of customer satisfaction.

• Continuously works to reduce errors and identifies areas for greater efficiency

through analysis and optimization of processes.

• Direct PO placement with vendors including obtaining cost components and/or

freight to ensure cost-effectiveness and timely delivery.

• Month-end closure/billing with Payables/Accounting including variances, playing

a crucial role in financial accuracy and accountability.

• Oversees maintenance and follow-up on stock, ensuring inventory levels are

adequate to meet customer demand.

• Manage and track all back order and open orders, prioritizing and resolving any

issues to minimize customer impact.

• Requests credits and enters returns in a timely manner, maintaining customer

trust and satisfaction.

• Maintains delivery status and order source tracking to ensure successful and

on-time delivery, leveraging technology and organizational skills.

• Identifies, monitors, and works with Management to recommend solutions to

customer concerns, actively improving the customer experience.

• Achieve performance goals as set out by management, contributing to the team

and companies success.

• Develop personal capabilities using existing training opportunities, and

participate in scheduled training of system enhancements, applications,

products, new processes, and procedures.

• Liaise with internal teams such as sales, operations, and credit to identify areas

for customer experience improvement; enlist Management support as needed.

• Ensure that gaps and opportunities in the customer experience - irrespective of

where they occur in the Imperial Dade journey - are actively addressed.

• Escalation of risks wherever business processes - billing, delivery or anything pre

or post-sales - need correction to ensure the customer has a seamless

experience with the company.

• Takes a proactive problem-solving approach to customer concerns – from

purchase to product return to customer support with Management assistance as

needed.

• Uses product, market, and fundamental knowledge in combination with internal

processes and procedures to ensure customer satisfaction.

• Completes item look-up independently (i.e., product substitutions) and/or with

assistance from sales or sales support team as needed.

• Uses available resources to organize and communicate effectively, performing

other related duties and responsibilities as required or assigned.

• Seeks assistance from team members and management when necessary.

Additional Responsibilities Specific to ERP and Organizational

Management:

• Organizes and manages ERP systems (specifically Airtable) to ensure efficient

and accurate processing of fulfillment operations.

• Integrates and manages updates from Shopify into the ERP system, ensuring

real-time accuracy of order processing and inventory management.

• Leverages ERP software to streamline workflows, reduce manual entry, and

increase operational efficiency across the fulfillment team.

• Trains and supports team members on using ERP software effectively, fostering

a culture of continuous improvement and technological proficiency.

• Analyzes ERP data to identify trends, make informed decisions, and recommend

strategic improvements to management.

• Ensures data integrity within the ERP system, conducting regular audits and

updates to maintain accurate and current information.

Job Type: Full-time

Salary: $65,000.00-$75,000.00 per year

Benefits:

• Dental care
• Extended health care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• Order fulfillment: 5 years (required)

Language:

• English (required)

Licence/Certification:

• Certified Internal Auditor (preferred)

Work Location: In person

Application deadline: 2024-04-12

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