Customer Experience & Order Fulfillment Lead

SarniaCareers; Woodstock; On-site; CAD 65,000 - 90,000; Full time

Job summary

Workspace48 Inc. in Woodstock, Ontario, is seeking a Customer Experience & Order Fulfillment Lead to own the post‑sale journey from order handoff to delivery.

You will ensure on‑time fulfillment, manage exceptions and coordinate cross‑functional actions across Purchasing, Warehouse, Inside Sales and Design to keep customers informed. Success means reducing delays, providing proactive updates, and presenting practical alternatives to keep orders moving within customers' required timeframes.

Qualifications

• At least five years in customer experience, order management or supply chain roles.
• Experience coordinating across departments and managing order exceptions.
• Strong written and verbal communication with customers and internal teams.
• Proven ability to influence outcomes without direct reporting lines.

Responsibilities

• Own the customer experience from order handoff through fulfillment and delivery.
• Monitor open orders, identify risks and coordinate solutions for on-time delivery.
• Communicate changes clearly with customers and internal stakeholders.
• Coordinate with Purchasing and Supply Chain on inventory and recovery dates.
• Develop practical fulfillment options and obtain customer approvals.
• Prepare the initial order-execution scorecard and reports for leadership.

Skills

Customer experience

Order management

Communication skills

Cross-functional collaboration

Problem solving

Organization

Decision making

Education

Post-secondary education in business or related field

Tools

ERP system

Power BI

Microsoft Excel

Outlook

Job description

About Workspace48 Inc.

Website: www.workspace48.com

Workspace48 is a growing North American commercial office‑furniture company serving customers across Canada and the United States through an established dealer network.

From our Woodstock, Ontario facility, we coordinate inventory, order fulfillment and distribution for a broad portfolio of workplace products, including office seating, desks and workstations, worksurfaces, power and cable‑management products, privacy and acoustic solutions, lounge furniture and related workplace accessories.

We are looking for a highly organized, proactive and customer‑focused professional to lead the customer experience after an order has been placed.

The Opportunity (Job Summary)

The Customer Experience & Order Fulfillment Lead will own the customer experience from the point an order is handed off by Inside Sales through fulfillment and delivery.

Your primary objective will be to help Workspace48 fulfill customer orders in full and on time and manage any exceptions. Many of our customers require available products to be prepared for shipment within 48 hours. You will monitor open orders, identify risks early and coordinate solutions when inventory shortages, supplier delays, product constraints or other issues could affect the customer’s requested delivery date.

When an order cannot be fulfilled as originally requested, you will take responsibility for ensuring that the customer and the Workspace48 team understand the issue, the available options and the revised delivery expectations as soon as possible.

This is a hands‑on lead role without direct reports. You will work closely with our order‑management team, supply‑chain staff, warehouse and logistics teams, Inside Sales, designers and the Vice President of Operations. Success will require strong cross‑functional influence, sound judgment and the ability to move orders forward with your own initiative.

Key Responsibilities

Customer and Order Ownership

• Serve as the primary point of contact for customers seeking information about open orders after the order has been placed.
• Proactively communicate any change that could affect product availability, order completeness, shipment timing or delivery expectations.
• Provide customers with clear, accurate and timely order‑status information without waiting for them to request an update.
• Ensure customer commitments, requested delivery dates, approved changes and revised expectations are clearly documented.
• Follow open issues through to resolution and confirm that the customer and internal stakeholders understand the outcome.
• Manage difficult conversations professionally while maintaining the customer’s confidence in Workspace48.

Order Execution and Exception Management

• Review open orders and fulfillment requirements daily to identify shortages, timing risks, incomplete information and other potential obstacles.
• Work with the order‑management team to understand exceptions and help resolve issues without disrupting their day‑to‑day order‑processing responsibilities.
• Coordinate with Purchasing and Supply Chain to confirm current inventory availability, incoming product status, expected recovery dates and supplier commitments.
• Determine the practical effect of shortages or delays on each affected customer order.
• Develop workable fulfillment options, which may include:
  • Substituting another colour or finish.
  • Providing an alternate size or configuration.
  • Recommending a comparable product that meets the same customer need.
  • Accessing non‑standard or incoming inventory where appropriate.
  • Adjusting shipment or delivery timing with customer approval.
  • Escalating logistics or supply issues when intervention may improve the outcome.
• Present alternatives clearly and obtain the necessary customer approval before making material changes to an order.
• Escalate significant risks promptly to the Vice President of Operations, with a clear description of the issue, available options and recommended action.

Cross-Functional Coordination

• Maintain close communication with Purchasing regarding constrained products, incoming inventory, changing lead times and recovery plans.
• Keep Inside Sales and the design team informed about products with limited availability so they can design or quote around foreseeable constraints before an order is placed.
• Work with Warehouse and Logistics to align order readiness, shipment priorities and customer delivery requirements.
• Ensure that customer‑facing commitments are based on current and verified operational information.
• Create alignment among Sales, Design, Orders, Purchasing, Warehouse, Logistics and Operations whenever order expectations change.
• Act as the central coordination point for complex order exceptions that cross several departments.

Process Improvement and Reporting

• Help develop and maintain a consistent post‑sale customer‑communication process.
• Establish clear escalation points and service standards for shortages, delayed orders and changing delivery dates.
• Maintain accurate order status, commitment dates and customer notes in Workspace48’s ERP system.
• Identify recurring causes of late, incomplete or inefficient order fulfillment and recommend practical improvements.
• Create a live constrained‑product list for Purchasing, Inside Sales, Design and Orders.
• Finalize the initial order‑execution scorecard: OTIF, fill rate, 48‑hour release rate, aged exceptions and notification timeliness.
• Support the development of ERP and Power BI reporting that gives the team better visibility into open orders, inventory constraints and customer commitments.

What Success Looks Like

The successful candidate will:

• Increase the percentage of orders fulfilled in full and on time.
• Reduce delays caused by shortages, incomplete information or slow internal escalation.
• Identify risks before they become customer complaints.
• Ensure customers receive prompt and accurate updates whenever circumstances change.
• Develop practical alternatives that allow more orders to proceed within the customer’s required timeframe.
• Improve coordination and accountability across the order‑fulfillment process.
• Build customer confidence through proactive communication, realistic commitments and reliable follow‑through.

Qualifications and Experience

• At least five years of relevant experience in customer experience, customer service, order management, sales operations, distribution, manufacturing, supply chain or a related operational environment.
• Demonstrated experience managing customer orders, fulfillment exceptions, backorders, shortages or changing delivery commitments.
• Strong written and verbal communication skills, including the ability to explain operational issues clearly and professionally.
• Proven ability to coordinate across departments and influence outcomes without relying on direct reporting authority.
• Strong problem‑solving skills and the ability to develop practical alternatives under time pressure.
• Excellent organization, prioritization and follow‑through.
• Confidence communicating directly with customers regarding delays, substitutions and other sensitive order issues.
• Experience working with an ERP or order‑management system.
• Strong proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience with Power BI or similar reporting tools is an asset.
• Experience in commercial furniture, building products, manufacturing, wholesale distribution or another specification‑driven industry is an asset.
• Post‑secondary education in business, operations, supply chain, customer experience or a related field is preferred; an equivalent combination of education and relevant experience will also be considered.

Working Environment

• Office environment with frequent use of computers and office equipment.
• Work in the office 5 days a week. This is not a hybrid position.

The Right Person

You will be well suited to this role if you:

• Take ownership of problems and remain involved until they are resolved.
• Communicate early rather than waiting until a customer asks for an update.
• Are comfortable making decisions and recommendations using incomplete or changing information.
• Can balance customer needs with inventory, operational and commercial realities.
• Pay close attention to product specifications, dates, quantities and customer commitments.
• Remain calm and constructive when priorities change.
• Understand that excellent customer experience depends on strong operational execution—communication alone.
• Enjoy working in a fast‑moving, collaborative and accountable environment.