Order Fulfillment Representative

Job ID 
# Positions 
CA-ON-North York
Posted Date 
More information about this job:

The main duties for this position are managing customer orders and resolving any issues that arise in the process. The successful candidate will be responsible for processing a high volume of orders, responding to customer questions about order status, pricing, credits, proof of delivery, and product returns.


Order Entry

  • Processing Orders-Regular, Direct, Donation, Resale and Employee sales (EDI & Manual)
  • Order Maintenance eg. Suffix changes, model substitutions, re-pricing orders, retiming
  • Future order release
  • Sending PO acknowledgements
  • Setting up Customer model for EDI accounts

Customer Service

  • Attending to phone queue
  • Responding to dealers and sales representatives regarding order status and other inquiries
  • Working collaboratively with other departments to expedite orders
  • Calling customers to reschedule delivery on back orders (Home Depot)
  • Communication with Account Managers, Directors and PMs
  • Calling dealers on pick up orders
  • Attending weekly conference calls and meetings with customers (National)
  • 1st point of contact for any discrepancies

Credit & Returns

  • Processing credits relating to price adjustment, freight charges, Recycling fees, GST, etc.
  • Processing Damage Allowances (HOPS only)
  • Validating charge backs on non compliances
  • Validating & processing Good Set returns
  • Tracking Good Set Returns with delivery agents

Reports & Maintenance

  • Creating back order reports for major accounts and getting back to them with  estimated time of arrivals on a weekly basis
  • Follow up on incoming containers and appointment reports to enter exact incoming dates


  • College diploma or 5  years relevant experience
  • Excellent communication skills

  • Excellent organizational skills, with high attention to detail

  • Ability to meet deadlines, prioritize and maintain flexibility in a fast-paced, changing environment

  • Proficient in using Microsoft Office suite (Excel proficient)

  • Bilingual is preferred but not an asset

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