Order Management & Customer Service Lead

Multy; Vaughan; Hybrid; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Comprehensive Benefits

Retirement Planning

Work‑Life Balance

Growth & Impact

Purpose‑Driven Culture

Job summary

Multy is seeking an energetic Order Management & Customer Service Lead to direct our customer support team, elevate service standards, and ensure seamless order fulfillment across our business.

In a hybrid Concord/Vaughan environment, you will supervise 2–5 coordinators, manage EDI/portal exceptions, resolve escalations, and partner with logistics to maintain OTIF KPIs and KPI reporting.

Qualifications

• Minimum 4–6 years in customer service and order desk in manufacturing/CPG/retail distribution.
• 1–2+ years in supervisory or team lead capacity.
• Experience with NetSuite ERP and EDI platforms.

Responsibilities

• Lead and supervise 2–5 Customer Service Coordinators/Representatives and manage daily workflow.
• Monitor order transmission via SPS Commerce and portals; fix pricing and case-pack mismatches.
• Handle escalations for complex inquiries, delays, and retailer portal issues.
• Oversee RMA and warranty claims with QA and Warehouse teams.
• Ensure timely consumer support, including Bazaarvoice responses within 24 hours.
• Collaborate with Accounts, Demand Planning, Logistics, and Warehouse to speed shipments and OTIF KPIs.
• Track KPIs and prepare weekly/monthly customer service reports for leadership.

Skills

Team Leadership

Customer Service

Order Desk

ERP NetSuite

EDI Platforms

SPS Commerce

CommerceHub

Excel

Communication

De-escalation

Bilingual English

Education

Post-secondary diploma or degree in Business Administration, Supply Chain, Operations

Tools

NetSuite ERP

SPS Commerce

CommerceHub

Job description

At Multy, we believe waste is not the end of a material’s life, it’s the beginning of something better.

For more than 30 years, Multy has combined material science, design, and manufacturing expertise to transform landfill-diverted materials into durable, innovative products for homes, gardens, and beyond. Today, we are a growing global organization focused on sustainable innovation, circular manufacturing, and finding better ways to use materials, diverting over 3 million tires and 15 million water bottles from landfills every year.

As our customer base and retail partnerships continue to expand across Canada, the United States, and international markets, delivering responsive, accurate, and world-class customer support is essential. We are looking for an energetic, dependable, and hands‑on Order Management & Customer Service Lead to direct our customer support team, elevate service standards, and ensure seamless order fulfillment across our business.

What We Do

Multy operates in a high-volume manufacturing and distribution environment, producing market‑leading Outdoor Living, Lawn & Garden, and functional flooring collections for major mass retailers, club stores, hardware co‑ops, and independent distributors.

This is a high‑impact, leadership role for an experienced customer service professional who excels at elevating customer service standards, coaching and developing high‑performing teams and optimizing order fulfillment workflows.

What’s Important to Us

We value individuals who are adaptable, solution‑oriented, collaborative, and lead by example. The ideal candidate takes true ownership of the customer journey, fosters a positive and accountable team environment, thrives in a fast‑paced seasonal manufacturing rhythm, and possesses the operational savvy to optimize workflows and resolve customer challenges with diplomacy and urgency.

Key Responsibilities

• Team Leadership & Daily Supervision: Supervise, mentor, and support a dedicated team of 2 to 5 Customer Service Coordinators/Representatives; manage daily workflow distribution, monitor service levels, conduct training, and foster a collaborative, high‑performance team culture.
• EDI & Portal Exception Management: Monitor and resolve order transmission exceptions via SPS Commerce and various customer vendor portals; review daily open order and discrepancy reports to correct location, pricing, and case-pack mismatches.
• Escalations & Conflict Resolution: Serve as an escalation resource for complex customer inquiries, delivery delays, inventory allocations, and retailer portal inquiries, ensuring resolutions meet established Service Level Agreements (SLAs).
• RMA & Claims Oversight: Oversee the Return Merchandise Authorization (RMA) and warranty claims process; coordinate with Quality and Warehouse teams to verify documentation, approve credits, and determine product return or field‑destroy dispositions.
• Consumer & Online Engagement: Ensure team compliance with consumer support timelines, including monitoring product Q&A/review platforms (e.g., Bazaarvoice) within required 24‑hour response windows.
• Cross‑Functional Collaboration: Partner closely with Account Managers, Demand Planning, Logistics, and Warehouse Operations to expedite high‑priority shipments, resolve order fulfillment bottlenecks, and maintain OTIF KPIs.
• Process Improvement & Reporting: Track team KPIs (order accuracy, turnaround time, RMA volumes), identify opportunities to streamline SOPs, and generate weekly/monthly customer service activity reports for leadership.

What You Bring (Qualifications)

• Education: Post‑secondary diploma or degree in Business Administration, Supply Chain, Operations, or a related discipline.
• Experience: Minimum of 4–6 years of customer service and order desk experience in a manufacturing, consumer goods (CPG), or wholesale/retail distribution environment, including 1–2+ years in a supervisory or team lead capacity.
• ERP & Systems Proficiency: Proven hands‑on experience working in NetSuite ERP (or comparable enterprise ERP systems) and EDI platforms (e.g., SPS Commerce, CommerceHub, or retailer direct portals).
• Hands‑On Leadership Style: A collaborative, lead‑by‑example mindset with a willingness to actively support portal oversight, order workflows, and customer escalations alongside the team.
• Technical & Analytical Skills: Proficient with the Microsoft Office suite (specifically intermediate to advanced Excel for running discrepancy and order reports).
• Communication & De‑escalation: Exceptional verbal and written communication skills with a proven track record of handling customer and vendor escalations diplomatically under pressure.
• Language Skills: Fluent professional English communication skills (French/English bilingualism is considered an asset, but is not required).

Physical and Environmental Requirements

• Role operates primarily in a hybrid corporate office environment located in Concord/Vaughan, ON.
• Ability to periodically visit and walk the local warehouse/distribution facility to coordinate on product returns, order inspections, and shipping priorities.
• Ability to safely handle and inspect product samples or marketing materials weighing up to 25 lbs as needed.

What You Can Expect at Multy

• Comprehensive Benefits: Fully paid health, dental, and medical benefits coverage (following standard eligibility).
• Retirement Planning:
• Work‑Life Balance:
• Growth & Impact:
• Purpose‑Driven Culture:

Accessibility and Equal Opportunity

Multy is committed to providing an inclusive workplace where all qualified individuals have an equal opportunity to succeed. Employment decisions are made in accordance with applicable human rights and employment legislation.

Accommodations are available upon request throughout the recruitment and selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

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