Order Management Specialist - Toronto - TP

Description

Order Management Specialist - Hybrid Toronto

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This range is provided by TP. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision‑making skills.
• Progressive work environment - If you have skills to prove we have all ladders for you to grow
• Flexible - We believe in results
• Innovative - All ideas matter
• Inclusive - Everyone is included and everyone wins
• We work hard and party even harder.

About the Job

TP is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300,000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies. TP Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly‑skilled professionals.

What we offer

• Hybrid Work (at least 3 days onsite in Toronto)
• Paid Training
• Employee referral program - $500.00 for every referral hired
• Excellent medical, dental and benefits plans
• Great perks on everyday products and services with Canada's leading employee perk program
• Internal career advancement opportunities
• Pay rate - 28 CAD per hour

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That's why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

Responsibilities

• The Order Management Specialist is responsible for monitoring and support the sales order cycle (input to delivery), with the goal to provide smooth execution of orders and revenue recognition, based on current and future policies, procedures, and guidelines. Will be responsible for acting as brand ambassador between various functional units in the business, including training of support staff at all levels when required. Will make recommendations to processes and systems to enhance customer service offering and reduce cost through analytics and feedback collected via various sources (customer surveys, internal surveys, training/feedback sessions, KPI Call Center data, Salesforce etc.) Is responsible to take ownership of internal or external escalations at L2 level – including continued follow up with customer and internal key stakeholders.
• Resolve all escalated customer and stakeholder inquiries in accordance with the service levels prescribed, leverage on RBH internal knowledge, training and tools.
• Coordinates with other internal departments to drive issue resolution regarding order status, invoicing, shipping dates, product availability, discounts, quality issues, damaged or mis‑shipped product.
• Offer superior customer experience on every stakeholder interaction, meeting or exceeding internal customers' expectations.
• Support strategic initiatives and project launches for internal stakeholders.
• Responsible for all aspects of order processing; manual order entry, confirming inventory availability, delivery coordination with suppliers and logistics providers, delivery status and order discrepancies.
• Coordination and communication of order expedite requests to production control- may include preliminary determination of material and capacity availability, lead‑time restrictions, and modification of schedules within limited parameters.
• Monitor internal reports to ensure orders move throughout system timely.
• Issuing claims and credits for lost and/or damaged product.
• Collaborate with peers to proactively and reactively resolve escalated inquiries from the Action Centre that require more advanced knowledge and troubleshooting skills.
• Manage direct support of customers through email correspondence (PMI inbox).
• Liase with CCB2B E‑Comm Administrators to report and resolve customer and application issues such as CCB2B, MyStore, Connexions, Service Cloud, Vonage.
• Generate and analyze call centre reports to identify trends, identify errors, and recommend business improvements.
• Participate in projects and duties as assigned by the Lead CSS.
• Continuous Improvement: Participate in the development of recommendations for new approaches to enhance the customer experience.
• Actively support and approve onboarding requests for new accounts, changes to existing accounts, and closing accounts in collaboration with RSA, Finance and SSC.
• Manage contact to customers through AC to conduct 'Welcome Call' to newly onboarded accounts.
• Support and provide auditor requests in regard to Order Processing as requested.
• Participate in performance reviews with Team Manager, identifying knowledge and skill development needs.
• Support COD, Commercial Planning and Supply Chain initiatives and new process implementations with awareness of impact to Department.

Qualifications

• Must be at least 21 years of age.
• Full time availability.
• Overall Work Experience: 3-5+ years in a Customer Service environment or Operations Support role, 2+ years in a Leadership role.
• Education – College/University degree.
• Understanding of how CRM systems.
• Self‑starter and the ability to work in a fast paced environment.
• Understands time management and e‑mail management within a fast‑paced, matrix business model.
• Cross‑functional perspective and coordination.
• Demonstrated communication skill and diplomacy to partner with multiple departments company wide.
• Excellent home internet hardwired – Wifi is not permitted.
• Excellent verbal and written communication skills in English.

TP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Customer Service

Industries

• Outsourcing and Offshoring Consulting

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