Order Management Specialist Role - Hybrid Toronto

About Us

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills.

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

• We work hard and party even harder.

About the job

Teleperformance is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies. Teleperformance Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly-skilled professionals.

What we offer:

• Hybrid Work (at least 3 days onsite in Toronto)

• Paid Training

• Employee referral program - $500.00 for every referral hired

• Excellent medical, dental and benefits plans

• Great perks on everyday products and services with Canada's leading employee perk program

• Internal career advancement opportunities

• Payrate - 28 CAD per hour

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

Responsibilities:

• 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.

Qualifications:

• 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 departmentcompany wide.

• Excellent home internet hardwired - Wifi is not permitted

• Excellent verbal and written communication skills in English

• Excellent computer skills

Location:

• Hybrid Role. Onsite from Toronto for at least 3 days a week.