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 productive 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.

Highest-signal resume keywords

Customer Service Experience

Technical Troubleshooting Skills

Leadership Experience

MS Office Proficiency

CRM System Understanding

ATS Optimization Keywords
Hard Skills

Technical Troubleshooting

Order Management

Process Improvement

Data Analysis

Standard Operating Procedures (SOP) Creation

KPI Monitoring

Escalation Management

Application Testing

Issue Logging

System Performance Monitoring

Soft Skills

Communication Skills

Diplomacy

Time Management

Self-Starter Attitude

Cross-Functional Coordination

Industry Keywords

Customer Feedback

Continuous Improvement

Call Center Support

Operations Support

E-Commerce

Tools & Technologies

Salesforce

Twilio

SAP

MyStore

CCB2B

B2BCC

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📌 Order Management Specialist (Ontario)
🏢 Jobtailor
📍 Ontario