The Customer Service Coordinator – SAP Subject Matter Expert (SME) supports customers throughout the complete order-management lifecycle, ensuring orders are processed accurately, delivery expectations are communicated clearly, and customer concerns are resolved efficiently.

This is an individual contributor position with specialized SAP expertise. The incumbent works closely with Sales, Production Planning, Logistics, Supply Chain, Quality, Finance, and IT to coordinate customer requirements and support reliable order fulfillment. The role also assists colleagues with SAP-related questions, maintains process documentation, and participates in system and process improvement initiatives.

Key Responsibilities

Customer Service and Account Coordination

- Manage an assigned portfolio of customer accounts.
- Respond promptly and professionally to customer inquiries, order requests, delivery concerns, and service issues.
- Build positive customer relationships through proactive communication, accuracy, and follow-through.
- Coordinate customer requirements with internal departments to ensure service expectations are met.
- Escalate complex or high-risk concerns to the appropriate internal leader when necessary.
- Maintain accurate customer records, correspondence, and supporting documentation.

Order Management
- Enter, review, and manage customer orders from receipt through delivery.
- Verify pricing, product availability, lead times, shipping details, and customer-specific requirements.
- Monitor order status, inventory availability, production schedules, and shipment timelines.
- Collaborate with Production Planning, Logistics, and Supply Chain teams to address supply or delivery issues.
- Process order changes, returns, credits, pricing discrepancies, and customer complaints.
- Communicate potential delays, shortages, and other service risks to customers and internal stakeholders.
- Support forecasting and demand-planning activities by providing relevant customer and order information.





SAP Subject Matter Expertise
- Provide advanced functional knowledge of SAP customer service and order-management processes.
- Support colleagues with SAP questions, transaction guidance, and troubleshooting.
- Maintain accurate customer master data, pricing, order, and delivery information within SAP.
- Help develop and update standard operating procedures, process documentation, and user guides.
- Participate in SAP testing, upgrades, enhancements, and system-improvement initiatives.
- Report recurring system issues and work with IT or business stakeholders to support resolution.
- Identify opportunities to improve accuracy, automation, and workflow efficiency.
- Promote consistent adherence to established SAP processes and data standards.

Continuous Improvement
- Monitor customer service measures such as order accuracy, response times, service levels, and delivery performance.
- Identify recurring order or service issues and contribute to root-cause analysis.
- Participate in cross-functional continuous improvement projects.
- Recommend practical process improvements that enhance efficiency, accuracy, and customer satisfaction.
- Assist with reporting and analysis using SAP, Microsoft Excel, and other business tools.

Team Collaboration
- Share SAP knowledge and process best practices with Customer Service colleagues.
- Assist with SAP and process training for new or existing team members as required.
- Collaborate effectively across departments to resolve customer and order-related issues.
- Contribute to a supportive, accountable, and customer-focused team environment.




- Perform other customer service and order-management duties as assigned.

Qualifications

Education

- College diploma or university degree in Business, Supply Chain, Operations, or a related field is preferred.

Experience
- Minimum five years of customer service, order management, or customer account coordination experience within a manufacturing environment.
- At least five years of hands-on SAP experience is required.
- Experience supporting high-volume or complex customer accounts.
- Experience working with manufacturing, logistics, inventory, or supply chain teams.
- Experience in packaging, plastics manufacturing, consumer goods, or a related industry is considered an asset.

Knowledge and Skills
- Advanced knowledge of SAP customer order management, customer master data, pricing, and delivery processes.
- Robust understanding of manufacturing and supply chain operations.
- Excellent customer service and relationship-management skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Proficiency in Microsoft Excel and reporting tools.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- High attention to detail and commitment to order accuracy and data integrity.
- Collaborative approach with the ability to work effectively across departments.

Key Competencies
- Customer Focus
- SAP Technical Expertise
- Accuracy and Attention to Detail
- Accountability
- Collaboration
- Problem Solving
- Continuous Improvement
- Communication
- Adaptability
- Results Orientation

Measures of Success
- Customer satisfaction and responsiveness
- Order accuracy and completeness
- Timely order processing
- On-time delivery performance
- Effective resolution and escalation of customer issues
- SAP data integrity and process compliance
- Contribution to process improvements
- Effective collaboration and knowledge sharing across the team

📌 Customer Service Coordinator – SAP Subject Matter Expert (SME (Etobicoke)
🏢 Robert Half
📍 Etobicoke