Customer Advocate

The Order Management Specialist (Customer Advocate) is responsible for end-to-end B2B (Business to Business) support for dealer and national accounts. The Order Management Specialist will be the initial contact for our external customers. As such, the primary responsibilities of the Order Management Specialist will be to:

• Respond to customer inquiries by email and/or phone, such as (but not limited to):
  • Estimated time of arrival requests for inventory and shipment detail
  • Order inquiries and order entry requests
  • B2B web order portal questions / feedback
• Receive and process customer orders in ERP system
• Responsible for maintenance of customer orders in ERP system at the request of the customer or sales team
• Document and update customer interactions in CRM system
• Coordinate shipping appointments with carriers and customers
• Interact with supply chain teams to ensure shipments are delivered on-time
• Proactively communicate supply chain issues and provide alternative solutions
• Responsible for maximizing fill rate and on-time delivery performance
• Provide support to customers for expedited shipping requests
• Provide backup support to team members as required: eg. Vacation or personal day absences

Requirements:

- Experienced professional with a minimum of 3 years order management experience

- Highly organized and able to prioritize

- Strong understanding of inventory allocation process

- Must have excellent verbal and written communication skills

- Proficiency in Microsoft Excel

- Experience working with SAP is an asset

- Experience working under pressure in high-volume environment while maintaining standards for productivity, quality and service

This position will be reporting to: Customer Advocate Manager

We thank all candidates for their interest; however only those selected for an interview will be contacted.