Order Management Specialist

Jobtailor

Toronto

On-site

CAD 65,000 - 90,000

Full time

14 days+

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Job summary

Jobtailor in Toronto is seeking an Order Management Specialist to monitor the sales order cycle from input to delivery, ensuring smooth execution and revenue recognition per policy. The role serves as a brand ambassador across functions, trains staff, and drives process improvements using analytics and feedback.

Collaboration with IT, CS, and operations is essential to align goals. Launched processes improve user experience, while L2 escalations are owned and resolved with stakeholders.

Qualifications

3-5+ years in a Customer Service environment or Operations Support
2+ years in a Leadership role
Education – College/University degree
Hands-on technical and troubleshooting skills
MS Office skills essential
SAP (preferred)
Understanding of CRM systems
Self-starter in a fast-paced environment
Time management and e-mail management within a fast-paced, matrix business model
Cross-functional perspective and coordination
Excellent verbal and written communication in English
Excellent computer skills

Responsibilities

Monitor and support the sales order cycle to ensure smooth execution and revenue recognition
Act as brand ambassador and train support staff across levels
Propose process and system improvements to enhance customer service and reduce costs
Own L2 escalations with follow-up and stakeholder coordination
Collaborate with IT, business, and operations to resolve advanced technical inquiries
Provide Tier II support for platforms such as MyStore, Salesforce, Twilio
Create and update SOPs for call center agents and OMS team
Review and approve store applications and changes with RSA, Finance and SSC

Skills

Customer Service

Technical Troubleshooting

Leadership

Communication

Time Management

Cross-Functional Coordination

Education

College/University degree

Tools

Salesforce

Twilio

SAP

MyStore

CCB2B

B2BCC

Job description

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.
Collaborate with peers and cross-functional teams to resolve escalated technical inquiries from the Action Centre requiring advanced troubleshooting.
Provide Tier II support for computer-related issues including internet connectivity, browser errors, email problems, and software troubleshooting.
Deliver front-line technical support for platforms such as MyStore, CCB2B, B2BCC, and Twilio.
Liaise with CCB2B E-Comm Administrators to report and resolve customer and application issues.
Investigate and resolve technical issues escalated by the call center team, ensuring timely and accurate resolution.
Work with the Level 1 investigation team to diagnose complex problems and maintain detailed issue logs.
Utilize manuals, documentation, and diagnostic tools to reproduce and resolve user-reported issues.
Participate in testing of Twilio functionalities, identifying gaps and recommending improvements based on business requirements.
Assist in the redesign and optimization of applications and processes to improve user experience and system performance.
Create and update Standard Operating Procedures (SOPs) for call center agents and the Order Management System (OMS) team.
Maintain a comprehensive log of technical issues and resolutions to support knowledge sharing and future troubleshooting.
Identify opportunities for process enhancements and contribute to the development of more efficient workflows.
Support continuous improvement initiatives by analyzing recurring issues and proposing preventive measures.
Review and approve new store applications and changes to existing accounts, and closing accounts in collaboration with RSA, Finance and SSC, ensuring compliance with system and business requirements.
Monitor system performance and user feedback to proactively identify and address potential issues
Support auditor requests related to Order Processing as needed.
Participate in performance reviews with Team Manager to identify areas for skill and knowledge development.
Assist with COD, Commercial Planning, and Supply Chain initiatives, ensuring awareness of departmental impact during new process implementations.
Collaborate with IT, business, and operations teams to align technical support with organizational goals.
Train new hires and submit coaching tickets to supervisors for call center agents.

Requirements

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
Hands-on technical and trouble shooting skills, ability to analyze problem and provide timely solution
MS Office skills essential
SAP (preferred)
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 department company wide
Excellent home internet hardwired - Wifi is not permitted
Excellent verbal and written communication skills in English
Excellent computer skills

Core Competencies

Demonstrates strong technical troubleshooting skills and the ability to analyze and resolve issues efficiently while providing exceptional customer service. Capable of collaborating across functional teams to enhance processes and improve user experience.

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