Job Description

Job Summary

Order Coordinators are responsible for the processing and coordination of the fulfillment of inbound purchase orders. Order Coordinators also process and coordinate warranty and non-warranty returns, as well as provide general customer service for order-related inquiries.

Responsibilities & Duties

Order Processing

Process all inbound purchase orders into the company's ERP system with accuracy and timeliness Ensure purchase orders (emailed and online) are entered with accuracy (product codes, prices, shipping instructions, etc.) Communicate professionally with customers when a discrepancy needs to be corrected Ensure purchase orders follow company policies and procedures Communicate professionally with customers regarding product availability Accept credit card payments for COD customers Ensure automatic invoicing processes successfully by monitoring the invoicing folder in the ERP

Coordinating Fulfillment of Orders

Follow company policies and procedures to direct orders through the order pipeline Communicate with customers regarding product availability and shipping methods Communicate special instructions for orders to the shipping and modifications departments Ensure orders move smoothly through the order pipeline, including regular follow-ups on pickup or on-hold orders Communicate with the Order Coordination Manager about orders that may require branch transfers

General Sales Support

Provide general customer service to customers via phone and email Answer customer inquiries regarding orders (lead times, proof of delivery, mis-shipments, etc.) Answer inquiries regarding policies (return and shipping policies) Answer inquiries regarding sales (price and delivery)

Returns

Process and resolve all inbound returns in the ERP system with accuracy and timeliness Ensure returns are entered with correct product codes, prices, invoices, and replacement details Communicate professionally with customers for clarification when needed Follow company policies and procedures for returns Regularly follow up on open returns to ensure a smooth customer experience Escalate issues when required and take appropriate action (credits, replacements, stock adjustments) Superior customer service skills required; training provided

Other Duties as Required

Provide coverage/assistance for other Order Coordinators (may include occasional 5AM-1PM shifts for Ontario coverage, up to 20 days per year) Open and/or close the Port Coquitlam office Retrieve mail weekly Support the marketing team with campaigns in the Western Region

Qualifications

Education

Post-secondary education an asset
Experience/Training

Minimum 3 years of administrative experience, ideally in inside sales/customer service
Technical Skills

Knowledgeable in Excel and MS Office Experience with computerized purchasing, materials management, and financial systems an asset Familiar with Google Docs and ERP systems
Other Minimum Qualifications

Ability to thrive in a focused, structured work environment while managing multiple tasks Proactive and works well under pressure with high accuracy and attention to detail Strong planning, organization, and problem-solving skills Strong relationship building and customer service skills Excellent English communication skills, both written and verbal Ability to make decisions, meet deadlines, and adapt to changing priorities Organized, methodical, and effective work style Ability to work independently and as part of a team Comfortable working in a sitting position for extended periods
Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

Dental care Extended health care
Work Location: In person