Bilingual Order Management Specialist

Hilti (Canada) Corporation; Oakville; Hybrid; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an Order Management Specialist to enhance customer engagement and satisfaction. This role involves serving as a critical point of contact for prioritized customers, managing order fulfillment, and identifying process improvements. The ideal candidate will possess strong communication skills, a solid understanding of logistics, and be proficient in both French and English. Join a company that values teamwork and personal development, offering a supportive environment and numerous opportunities for growth. This hybrid position allows for flexibility while maintaining essential in-person interactions with customers.

Benefits

Medical/Dental/Vision Insurance

Life and Disability Insurance

Registered Pension Plan

Generous Paid Time Off

Paid Parental Leave

Employee Assistance Program

Company-paid Wellness Screenings

Opportunities for Growth

Qualifications

• Minimum 1 year experience in a logistics role required.
• Strong knowledge of SAP and order entry tools is essential.

Responsibilities

• Serve as a direct contact for prioritized customers regarding their orders.
• Monitor open orders and resolve issues to ensure timely fulfillment.

Skills

Logistics

Interpersonal Communication

Teamwork

Bilingual (French and English)

Database Analysis

Education

High School Diploma/GED

Bachelor’s Degree

Tools

SAP

Microsoft Office Suite

Hilti Online

Job description

What's the role?

The role of the Order Management Specialist is to provide a dedicated resource for prioritized customers. They will serve as a direct contact for the field team members regarding their customer open orders. The Order Management Specialist will work all open orders for prioritized customers to remove any barriers for fulfillment and communicate any delays directly to the customer. They will identify areas for process improvement and help develop solutions to recurring order issues.

What does the role involve?

• Increase customer engagement and delivery satisfaction by providing transparency to outbound shipments and proactively communicate delivery delays.
• Resolve potential fulfillment issues by presenting delivery solutions based on available stock levels, consolidating order shipments, and expediting shipments where necessary.
• Monitor open orders daily and take corrective actions to resolve order issues in a timely manner for high potential and target accounts.
• Effectively use database analysis to record actions taken and characteristics of orders identified as failures.
• Develop trust with the field to increase field team member productivity and reduce incoming inquiries.
• Create stock movements (STOs, POs) to fulfill prioritized customer orders.
• Provide product information and guidance to customer where needed in order process (replacement items, additional product for order, etc.).

What you need is:

• Minimum 1 year in Logistics Role.
• High School Diploma/GED required; bachelor’s degree preferred.
• Understanding of Lean & Six Sigma preferred.
• Demonstrated working knowledge of SAP and order entry tools.
• Strong interpersonal and written communication skills.
• Strong teamwork skills - can be updated or included with collaboration & stakeholder management.
• Strong knowledge of computer information systems including Hilti Online, SAP, Microsoft Office Suite.
• Ability to adapt to varied business needs and handle multiple projects is required without sacrificing the personalized service of our customer.
• Clear understanding of Hilti North America's trade and engagement strategy, including the development of strategic customers.
• Bilingual proficiency in both French and English required.

Who should apply?

We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. It’s why most of our account managers come from a non-construction background.

Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.

This job is #LI-Hybrid, meaning it is field-based and requires daily customer in-person interaction with your home serving as your office location.

What do we offer?

In addition to a competitive base salary, we offer a robust benefits package including:

• Medical/Dental/Vision effective the first day of the month following employment.
• Team member Only coverage premiums paid by Hilti.
• Basic Life, Accident and Disability (AD&D) insurance paid by Hilti.
• Business Travel Accident paid by Hilti.
• Basic Dependent Life Insurance paid by Hilti.
• Option Life, AD&D, and Critical Illness for team member and dependents.
• Short-term Disability paid by Hilti.
• Registered pension plan with dollar-for-dollar matching up to 5%. Eligible to participate after 12 months of continuous service with immediate vesting.
• Generous Paid Time Off policy and holidays including two days to give back to your local community.
• Paid parental leave, sabbaticals, military leave.
• Up to five days per year of back-up daycare.
• Employee Assistance Program (EAP), company-paid wellness screenings.
• Opportunities for growth – shift careers, support your professional development, or get assigned to any of the 120+ countries in which we operate.