Senior Order Management Professional

We are seeking an experienced customer service professional to join our team. As a Senior Customer Service Specialist, you will be responsible for managing customer orders and inquiries in a fast-paced, collaborative environment.

You will handle a high volume of requests with accuracy, while also identifying opportunities to improve processes and elevate the overall customer experience.

• Process and manage customer orders from across Canada and the U.S. via phone, email and online platforms.
• Analyze customer needs to propose cost-effective, time-saving solutions.
• Respond to inquiries about product availability, offering smart alternatives and solutions.
• Coordinate with the Sales and Marketing teams to ensure timely product deliveries.
• Follow up on outstanding orders and proactively resolve issues.
• Handle inventory transactions and logistics using internal systems and tools.
• Work closely with Transport, Distribution, Production, and Sales teams to support customers and improve internal processes.

A Day in the Life

You'll spend your day managing and prioritizing a mix of tasks—about 20% phone support (mainly from our dealer network) and 80% focused on email inquiries, order processing, and cross-department coordination. With your experience, you'll navigate systems efficiently, troubleshoot issues proactively, and serve as a reliable point of contact for both customers and internal teams.

Beyond the day-to-day, your insight matters. You'll have the opportunity to identify recurring issues, suggest process improvements, and contribute to operational efficiency. Whether it's streamlining workflows or helping other departments better understand the customer journey, you play a key role in keeping things running smoothly—and in raising the bar.

To succeed in this role, you'll need:

• A proven track record in customer service or order management, with a focus on accuracy, follow-through, and customer satisfaction.
• A proactive, solutions-oriented mindset—you don't just respond to problems, you get ahead of them.
• Strong understanding of logistics and inventory processes, including warehouse operations, order tracking, and planned stock movements, to effectively support department functions.
• Bilingual fluency in French and English, essential for supporting clients across Canada and the U.S.
• Strong organizational and time-management skills, with the ability to manage competing priorities in a high-volume, fast-paced environment.
• Excellent communication and interpersonal skills—you're confident interacting with both clients and cross-functional teams.
• Solid experience with Microsoft Office tools (especially Excel); familiarity with ERP systems like Microsoft Dynamics AX is a strong asset.
• A mindset of continuous improvement—you bring ideas, question inefficiencies, and aren't afraid to challenge the status quo when it leads to better outcomes.

We're committed to creating a positive, supportive work environment that fosters growth and development. As a member of our team, you can expect:

• A competitive salary and benefits package.
• Ongoing training and development opportunities.
• A dynamic, collaborative work environment.
• The chance to make a real impact and contribute to our company's success.