Job Description

Join Teleperformance - Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.


Utilize advanced support technologies and processes engineered to achieve outstanding results.


We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Order Management Specialist (Bilingual)

About Us

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, the development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.


Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.


Autonomous - We encourage and trust your decision-making skills. Progressive work environment- If you have skills to prove we have all ladders for you to grow Flexible - We believe in results Innovative - All ideas matter Inclusive - Everyone is Included and everyone wins We work hard and party even harder.

A

propos

du poste

Teleperformance est le leader mondial de la gestion de l'experience client. Nous connectons les marques les plus grandes et les plus respectees de la planete avec leurs clients en fournissant un service client, un support technique, une acquisition de clients, des solutions numeriques, des analyses, un back-office et d'autres services specialises pour assurer des interactions client toujours positives.

About the job

Teleperformance is a worldwide leader in customer experience management and contact center business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies. Teleperformance Canada, with more than 1200+ employees, part of the fortune 25 and certified with Great Place to Work, is looking for a group of highly-skilled professionals.

Ce

que

nous

offrons

Travail hybride (au moins 3 jours sur place a Toronto) Programme de recommandation d'employes Excellents regimes medicaux, dentaires et d'avantages sociaux De bons avantages sur les produits et services de tous les jours grace au programme d'avantages pour les employes du Canada Opportunites d'avancement de carriere Notre mission est de toujours offrir a nos employes un environnement qui favorise le bonheur de l'interieur. Lorsque vous travaillez avec nous, vous etes apprecies et inspires pour apprendre, enseigner et grandir. Nous voulons que vous veniez travailler motive et fier de faire partie de notre equipe. C'est pourquoi nous investissons continuellement dans la creation d'experiences de travail exceptionnelles et d'innombrables possibilites de developpement. Nous voulons que vous soyez et vous sentiez a votre meilleur, toujours.

What we offer:

Hybrid Work (at least 3 days onsite in Toronto) Paid Training Employee referral program - $500.00 for every referral hired Excellent medical, dental and benefits plans Great perks on everyday products and services with Canada's leading employee perk program Internal career advancement opportunities It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That's why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

Responsibilities:

FR

Le specialiste de la gestion des commandes est responsable du suivi et du soutien du cycle des commandes de vente (apport a la livraison), dans le but d'assurer une execution fluide des commandes et une reconnaissance des revenus, sur la base des politiques, procedures et directives actuelles et futures. Sera responsable d'agir en tant qu'ambassadeur de la marque entre les differentes unites fonctionnelles de l'entreprise, y compris la formation du personnel de soutien a tous les niveaux lorsque necessaire. Fera des recommandations aux processus et systemes pour ameliorer l'offre de service client et reduire les couts grace a des analyses et des retours collectes via diverses sources (enquetes clients, enquetes internes, sessions de formation/retours, donnees du centre d'appels KPI, Salesforce, etc.) Est responsable de prendre en charge les escalades internes ou externes au niveau L2 - y compris le suivi continu avec les clients et les principales parties prenantes internes. Resoudre toutes les demandes de clients et parties prenantes escaladees conformement aux niveaux de service prescrits, tirer parti des connaissances internes, de la formation et des outils de RBH. Coordonne avec d'autres departements internes pour favoriser la resolution des problemes concernant le statut de la commande, la facturation, les dates d'expedition, la disponibilite des produits, les reductions, les problemes de qualite, les produits endommages ou mal expedies. Offrir une experience client superieure lors de chaque interaction avec les parties


+ prenantes, en repondant aux attentes des clients internes ou en les depassant. Soutenir les initiatives strategiques et les lancements de projets pour les parties prenantes internes.
+ Responsable de tous les aspects du traitement des commandes ; saisie manuelle des commandes, confirmation de la disponibilite des stocks, coordination de la livraison avec les fournisseurs et les prestataires logistiques, statut de livraison et ecarts de commande. La coordination et la communication des demandes d'acceleration de commande au controle de production - peuvent inclure la determination preliminaire de la disponibilite du materiel et de la capacite, les restrictions de delai et la modification des horaires dans des parametres limites. Surveiller les rapports internes pour s'assurer que les commandes circulent dans le systeme en temps opportun Emettre des reclamations et des credits pour les produits perdus et/ou endommages.
+ Collaborer avec les pairs pour resoudre de maniere proactive et reactive les demandes escaladees du Centre d'action qui necessitent des connaissances plus avancees et des competences en depannage. Gerer le support direct des clients par courrier electronique (boite de reception PMI). Soutien de niveau II pour les clients en cas de depannage informatique, y compris les problemes de connectivite Internet, les erreurs de navigateur, de messagerie et de logiciel, etc., grace au developpement et a la maintenance d'une comprehension approfondie des applications utilisateur final. Collaborer avec les administrateurs de CCB2B E-Comm pour signaler et resoudre les problemes des clients et des applications tels que CCB2B, MyStore, Connexions, Service Cloud, Vonage.
+ Generer et analyser les rapports du centre d'appels pour identifier les tendances, identifier les erreurs et recommander des ameliorations commerciales. Participer aux projets et aux taches assignes par le SSC principal. Amelioration continue : Participer a l'elaboration de recommandations pour de nouvelles approches visant a ameliorer l'experience client.
+ Soutenir activement et approuver les demandes d'integration pour les nouveaux comptes, les modifications aux comptes existants et les comptes de fermeture en collaboration avec la RSA, les Finances et SPC. Gerer le contact avec les clients via AC pour effectuer un appel de bienvenue vers les comptes nouvellement integres.
+ Soutenir et fournir les demandes des auditeurs en ce qui concerne le traitement des commandes comme demande. Participer aux evaluations de performance avec le chef d'equipe, en identifiant les besoins en matiere de developpement des connaissances et des competences. Soutenir les initiatives de COD, de planification commerciale et de chaine d'approvisionnement ainsi que la mise en oeuvre de nouveaux processus avec sensibilisation a l'impact pour le Ministere.EN



+ 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.
+ Resolve all escalated customer and stakeholder inquiries in accordance with the service levels prescribed, leverage on RBH internal knowledge, training and tools.


Coordinates with other internal departments to drive issue resolution regarding order status, invoicing, shipping dates, product availability, discounts, quality issues, damaged or mis-shipped product.


Offer superior customer experience on every stakeholder interaction, meeting or exceeding internal customers' expectations.


Support strategic iniatives and project launches for internal stakeholders.
+ Responsible for all aspects of order processing; manual order entry, confirming inventory availability, delivery coordination with suppliers and logistics providers, delivery status and order discrepancies.


Coordination and communication of order expedite requests to production control- may include preliminary determination of material and capacity availability, lead-time restrictions, and modification of schedules within limited parameters.


Monitor internal reports to ensure orders move throughout system timely


Issuing claims and credits for lost and/or damaged product.
+ Collaborate with peers to proactively and reactively resolve escalated inquiries from the Action Centre that require more advanced knowledge and troubleshooting skills.


Manage direct support of customers through email correspondence (PMI inbox).


Tier II support for customers with computer troubleshooting including internet connectivity issues, browser, email and software errors, etc. through the development and maintanence of in-depth understanding of end user applications.


Liase with CCB2B E-Comm Administrators to report and resolve customer and application issues such as CCB2B, MyStore, Connexions, Service Cloud, Vonage.
+ Generate and analyze call centre reports to identify trends, identify errors, and recommend business improvements.


Participate in projects and duties as assigned by the Lead CSS.


Continuous Improvement: Participate in the development of recommendations for new approaches to enhance the customer experience.
+ Actively support and approve onboarding requests for new accounts, changes to existing accounts, and closing accounts in collaboration with RSA, Finance and SSC.


Manage contact to customers through AC to conduct 'Welcome Call' to newly onboarded accounts.
+ Support and provide auditor requests in regard to Order Processing as requested.


Participate in performance reviews with Team Manager, identifying knowledge and skill development needs.


Support COD, Commercial Planning and Supply Chain initiatives and new process implementations with awareness of impact to Department.

Qualifications:

FR



+ Doit etre age d'au moins 21 ans
+ Disponibilite a plein temps
+ Experience de travail globale : 3 a 5+ ans dans un environnement de service a la clientele ou dans un role de soutien aux operations, 2+ ans dans un role de leadership.
+ Education - Diplome collegial/universitaire
+ Competences MS Office essentielles. SAP (prefere). Comprehension de comment les systemes CRM
+ Autonomie et capacite a travailler dans un environnement au rythme rapide.
+ Comprend la gestion du temps et de l'e-mail dans un modele d'entreprise matriciel au rythme rapide.
+ Perspective et coordination interfonctionnelles
+ Demontre des competences en communication et en diplomatie pour etablir des partenariats avec plusieurs departements a l'echelle de l'entreprise.
+ Excellent internet domestique cable - le Wifi n'est pas autorise


Teleperformance encourage les candidatures de personnes

en

situation de handicap. Des amenagementssont

disponibles

sur demande pour les candidats participant a tous les aspects du processus de selection. Si vous etes

invite

a participer au processus de selection, nous nous

engageons

a vous proposer les amenagementsnecessaires pour repondre au mieux a vos

besoins

.


EN



- 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
- 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 and French
- Excellent computer skillsTeleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.