We are looking for an experienced customer service specialist to oversee complex order activity and support key client relationships in Ontario. This position plays a central role in coordinating customer requirements with internal teams, ensuring orders move through the process accurately and on schedule. The successful candidate will also act as a knowledgeable resource on SAP-based order management while helping improve service quality, process consistency, and team effectiveness.Responsibilities:

• Oversee a portfolio of strategic customer accounts, building strong working relationships and responding to service needs with professionalism and urgency.
• Handle advanced customer concerns, order exceptions, and delivery-related issues by coordinating solutions across internal departments.
• Manage the full order cycle from entry to final shipment, ensuring accuracy, timeliness, and alignment with customer expectations.
• Track inventory availability, production timing, and shipping status to proactively address delays or fulfilment risks.
• Investigate and resolve discrepancies involving orders, returns, credits, and transportation challenges with a focus on service recovery.
• Support demand planning and forecast-related activities by maintaining reliable order information and communicating account trends.
• Serve as the internal resource for SAP order management processes, offering guidance, troubleshooting support, and practical training to team members.
• Maintain process documentation, uphold data accuracy standards, and contribute to testing, system updates, and operational improvement initiatives.
• Review service performance indicators, identify opportunities for increased efficiency, and participate in cross-functional projects that strengthen customer satisfaction.
• Assist with onboarding and mentoring team members by sharing best practices and providing support on complex account matters.