Talent.com
Best Access Doors
Order Management & Customer Service RepresentativeBest Access Doors • Mississauga, Ontario, Canada
Order Management & Customer Service Representative

Order Management & Customer Service Representative

Best Access Doors • Mississauga, Ontario, Canada
26 days ago
Job type
  • Full-time
Job description
About us:

Best Access Doors is a growing e-commerce company based out of Ancaster Ontario and we are a leading provider of in stock and custom Access Doors Floor Hatches and Roof Hatches to contractors across North America for the last 15 Years. Through the use of innovative digital tools our products are delivered to our customers as quickly and efficiently as possible earning us a reputation for quality products and exceptional service. We operate several websites and our products are listed in all the top marketplaces supported by warehouses across the USA and Canada. We pride ourselves on being a cohesive company that understands the value that each of our team members lends and we believe in investing in our employees every step of the way creating room for opportunity and growth.

What we are looking for:

We are looking for an Order Management & Customer Service Representative to join our growing team.

This role is designed to build a strong operational foundation by first learning our Order Management processes before progressing into Customer Service. You will gain an in-depth understanding of our vendors products order lifecycle shipping processes and ecommerce operations to become an expert in how orders flow from purchase through delivery and beyond.

As you develop you will transition into handling post-shipment customer concerns requiring strong investigative analytical and problem-solving skills to resolve complex issues while balancing customer satisfaction and business profitability.

This is a fast-paced highly collaborative role requiring exceptional organization attention to detail prioritization and the ability to manage multiple communication channels simultaneously including phone chat and email.

If you enjoy solving problems working with data communicating with customers and vendors and continuously improving operational efficiency wed love to hear from you.

Responsibilities
  • Verify and confirm customer orders ensuring vendor acknowledgements match purchase orders and customer requirements.
  • Review pricing product specifications dimensions fire ratings materials quantities shipping methods and special instructions for accuracy.
  • Process additional services including lift gate requests expedited shipping address changes and other order modifications.
  • Monitor vendor production and shipment timelines to obtain Estimated Ship Dates (ESDs) and proactively communicate updates to customers.
  • Follow up with vendors to obtain tracking information and ensure timely shipment visibility.
  • Serve as the primary liaison between customers and vendors for all pre-shipment inquiries including:
    • Order status
    • Delays
    • Order modifications
    • Cancellations
    • Shipping questions
    • Invoice requests
  • Coordinate vendor communications regarding shipping requirements tax documentation customer information and delivery instructions.
  • Manage vendor follow-ups to ensure service level expectations are met.
  • Investigate and resolve post-shipment customer concerns including:
    • Damaged shipments
    • Defective products
    • Missing items
    • Lost shipments
    • Returns
    • Warranty claims
    • Replacement / Refund requests
  • Analyze customer-submitted documentation (photos shipping records carrier information vendor feedback) to accurately determine the root cause of an issue.
  • Differentiate between damage manufacturing defects shipping issues installation concerns and customer error to ensure the appropriate resolution is provided.
  • Prepare replacement refund or credit recommendations based on company policies vendor agreements and profitability analysis.
  • Escalate complex cases with clear documentation and supporting evidence.
  • Build strong working relationships with vendors while advocating for the best possible customer outcome.
  • Meet or exceed Service Level Agreements (SLAs) across phone email and chat channels.
  • Handle multiple customer interactions simultaneously while maintaining accuracy and professionalism. (Calls approx. 30-60 weekly; 2-4 chats daily; and 100 emails)
  • Prioritize work effectively based on urgency customer impact and operational requirements.
  • Contribute ideas that improve efficiency accuracy and the overall customer experience


Requirements

Skills/Qualifications/Requirements
Must have:

  • Post-secondary education in Supply Chain Management Business Operations Logistics or a related field is preferred.
  • Previous experience in ecommerce dropshipping supply chain logistics customer service or order management.
  • Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems experience is essential (Zoho Salesforce etc.).
  • Strong Microsoft Excel skills including filtering sorting lookups and working with data.
  • Strong analytical and investigative mindset with excellent problem-solving abilities.
  • Excellent attention to detail along with strong organizational skills.
  • Ability to analyze customer situations and make sound recommendations balancing customer satisfaction with business profitability.
  • Understanding of shipping methods freight versus parcel shipments carriers tracking processes and delivery exceptions.
  • Ability to manage multiple priorities and communication channels simultaneously while maintaining accuracy.
  • Excellent written and verbal communication skills with the ability to communicate professionally with customers vendors and internal teams.
  • Strong technical skills and comfortable using web-based programs.
  • Strong multi-tasking and time management skills with the ability to meet tight deadlines.
  • Passion for and proven track record of providing excellent customer service.
  • Works well in a fast-paced environment and can adapt to various situations prioritizing multiple work assignments simultaneously.
  • Ability to use AI responsibly to support task prioritization email drafting reporting process improvements problem-solving and OKRs (Objectives and Key Results)


Benefits

100% remote
Full-time
Benefits


Employment Type : Full Time
Experience: years
Vacancy: 1
Create a job alert for this search

Order Management & Customer Service Representative • Mississauga, Ontario, Canada

Similar jobs

Customer Service Manager

Zurn Industries Limited (Canada)Brampton
Full-time

As the Regional Operations Support Manager, you will oversee end‑to‑end customer care management, ensuring an exceptional customer experience.You will manage a team responsible for order entry, pro... Show more

 • Promoted

Customer Service - Work from Home - 50k-60k / Year

Spade RecruitingBradford West Gwillimbury, Ontario
Remote
Full-time
Quick Apply

We’re looking for enthusiastic, self-driven, individuals to assist existing and prospective clients within our organization.This position will work with multiple clients throughout the day pr... Show more

 • Promoted

CTG Brands Customer Service Specialist

CTG Brands Inc.Vaughan, York Region, CA
Full-time

Customer Service Specialist focused on delivering exceptional support throughout the order lifecycle.This role is essential for enhancing customer satisfaction in a dynamic retail setting.As the fi... Show more

 • Promoted

Oracle - Order Management Consultant - C$82,600 - C$132,600 A Year

Advanced Technology CentersMississauga, Canada
Full-time

Hybrid role for an Oracle Order Management Consultant, requiring 5 years of Oracle SCM experience and 3 years of Oracle Cloud experience.Responsibilities include planning and leading implementation... Show more

 • Promoted

Remote Customer Service Role Focusing on Data Management

Only Data EntryMississauga, Peel Region, CA
Remote
Full-time

Take charge in a remote Customer Service position that emphasizes data entry and order management.Play a pivotal role in maintaining customer satisfaction through accurate data practices.As a vital... Show more

 • Promoted

customer service manager - retail

Tire World Inc.Brampton, Peel Region, CA
Full-time

Secondary (high) school graduation certificate.Work must be completed at the physical location.There is no option to work remotely.Direct and control daily operations.Plan and organize daily operat... Show more

 • Promoted

Order Management and Customer Service Specialist

MaxPeople HRBurlington, Halton Region, CA
Full-time

Enhance customer satisfaction in the specialty chemicals sector as a Customer Service Representative.This role involves managing the order lifecycle while ensuring effective communication with clie... Show more

 • Promoted

Order Management Associate

UE SYSTEMSMississauga, Peel Region, CA
Full-time

At UE Systems we believe that every person regardless of their industry, company size, experience and budget should have the tools and support to help their facilities operate more efficiently, rel... Show more

 • Promoted

Order Management Specialist

KIK Consumer ProductsVaughan
Full-time

We Create Products and Brands That People Trust to Clean, Sanitize, and Protect Their Homes and Pools.When you join KIK Consumer Products, you’re joining a team that cares about the work we do and ... Show more

 • Promoted

Order Fulfillment Manager

OpTalent | RecruitmentMississauga, Peel region, Canada
Full-time

OpTalent | Recruitment provided pay range.This range is provided by OpTalent | Recruitment.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Resea... Show more

 • Promoted

Sales Order Adminstrator

AnnonymousMississauga, Peel Region, CA
Full-time +1

Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.A Canadian Importer and Distributor is seeking a Sales Order Administrator.This well-established busin... Show more

 • Promoted

Home Depot Delivery Management Coordinator

The Home Depot CanadaVaughan, York Region, CA
Full-time

Join The Home Depot Canada as a Delivery Management Coordinator and lead logistics operations for thousands of weekly deliveries.Play a crucial role in ensuring efficient service delivery.This role... Show more

 • Promoted

Senior Manager, Customer Service

SUN PHARMAMississauga, Peel Region, CA
Full-time

The Senior Manager, Customer Service Canada Commercial is responsible for leading, coaching, and developing a team of five Customer Service Representatives while ensuring the delivery of exceptiona... Show more

 • Promoted

Xediton Customer Service and Inventory Role

Xediton Pharmaceuticals Inc.Oakville, ON, CA
Full-time

Contribute to healthcare at Xediton by securing a Customer Service and Inventory Role in Oakville, Ontario.This full-time position integrates customer interaction with inventory management expertis... Show more

 • Promoted

Order Management Administrator / Support - $25 - $28 An Hour

ManpowerGroupPeel, Canada
Full-time

Provides administrative support for order management, focusing on the order-to-cash cycle for UPS products.Responsibilities include order adjustments, invoice retrieval, and data cleanup. Show more

 • Promoted • New!

Sales Order Support Specialist Vacancy

D&H Distributing Co.Mississauga, Peel Region, CA
Full-time

Become a key player as a Sales Order Support Specialist.Focus on customer satisfaction while assisting sales efforts and managing inquiries in a hybrid work setting.As a customer-facing professiona... Show more

 • Promoted

Bilingual Customer Service & Orders Specialist (EN/FR)

VB SpineBurlington, Halton Region, CA
Full-time

A leading medical technology company in Burlington, Canada is seeking a Bilingual Customer Service Representative to manage customer orders and support surgical procedures.You will be a key point o... Show more

 • Promoted

Customer Order Management at Panasonic

Panasonic Avionics CorporationMississauga, Peel Region, CA
Full-time

Take your customer service skills to the next level with Panasonic Canada Inc.Focus on overseeing the processing of configuration orders while working in a hybrid model that promotes flexibility an... Show more

 • Promoted

Remote Management Consultant

Micro1Vaughan, Ontario, CA
CA$50.00 hourly
Remote
Full-time

Management Consultant / Business Strategy Specialist.AI data lab for training frontier models and evaluating AI agents.Experts contribute their diverse subject matter knowledge across domains such ... Show more

 • Promoted

Customer Service Representative at Schaeffler

Schaeffler Technologies AG & Co. KGOakville, ON, CA
Full-time

Step into a rewarding role as a Customer Service Representative at Schaeffler in Oakville, Ontario, focusing on industrial bearings.Use your experience to deliver exceptional service throughout the... Show more