Job Description

Position Summary:

We are seeking a detail-oriented and customer-focused Order Management Specialist. This position is responsible for managing and processing customer orders, ensuring accurate and timely order entry, monitoring production and delivery schedules, resolving customer issues, and maintaining a high level of customer satisfaction. The role requires close collaboration with internal teams including production, logistics, and finance. The ideal candidate is analytical; they would actively seek out errors/mistakes and solve them before they become problems. This candidate would bring experience from a manufacturing environment and have strong communication skills.

Key Responsibilities:

Serve as the primary point of contact for customers regarding order status, product availability, delivery schedules, and general inquiries. Accurately enter customer quotes and process customer purchase orders into the ERP system, ensuring all details are correct and align with internal capabilities. Coordinate with production and logistics teams to ensure on-time delivery and resolve any delays or issues proactively. Monitor and track order fulfillment, shipping, invoicing, and communicate updates to customers. Handle order updates, revisions and cancellations professionally and efficiently. Support customers' needs and strive to meet or exceed expectations and timelines. Maintain a strong knowledge of products, pricing and company policies to offer accurate information to customers. Address and resolve customer complaints and issues in a timely, empathetic, and effective manner. Collaborate with internal teams to resolve discrepancies related to pricing, product specifications, lead times, or inventory. Identify and recommend process improvements to enhance customer satisfaction and efficiency. Maintain comprehensive and up-to-date customer records, order documentation, order history and communication logs in ERP and CRM systems. Develop new sales leads and prospects. Provide support to the marketing team with outbound campaigns and customer-specific information.

Required Qualifications:

High school diploma or equivalent required. 2+ years of experience in customer service, order management, or inside sales, preferably in a manufacturing environment. Experience with Microsoft Office Suite. Strong communication and interpersonal skills, both verbal and written. High attention to detail and accuracy. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Strong problem-solving skills and a customer-first mindset. Ability to work with minimal supervision as well as in a small team. Proficient knowledge of customer service, and standard office practices and procedures.

Preferred Attributes:

Experience working with a CRM system. Experience with ERP systems
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Working Conditions:

Office-based role within a manufacturing facility. Company sponsored BBQ's, Lunches & Employee Recognition/Awards Two shift schedules: 4-Day work week, M-TH 7:00 am- 5:30 pm 5-Day work week, M-F - 7:00 am - 3:30 pm Benefits Package Company Paid Benefit Plan Extended Dental Care Vision Care Life Insurance Paid, 2 weeks Vacation A competitive starting wage of $24.00 per hour with regular performance reviews.
If selected to participate in the recruitment, selection and/or assessment process, please inform Lustre Products of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your accommodation and inclusion.

Job Types: Full-time, Permanent

Pay: $24.00 per hour

Benefits:

Company events Extended health care Life insurance On-site parking Paid time off
Flexible language requirement:

French not required
Schedule:

Day shift
Ability to commute/relocate:

Chilliwack, BC: reliably commute or plan to relocate before starting work (required)
Work Location: In person