Archway Canada Inc. Looking for Client Support Coordinator – Remote at Mississauga, ON Full Time

Type: Full-Time

Shift: Day Shift

Location: 2450 Stanfield Road, unit A, Mississauga, ON – or- 21 Aero Rd, Calgary AB

Perks Archway Offers:

• Health, dental, vision benefits
• Life, AD&D, short and long term disability insurance
• Generous vacation time and sick time off
• Recognition programs and service awards
• 401 (k) with a company match

MAJOR AREAS OF RESPONSIBILITY

Serve as contact for client and customer order placement, inquiries and issue resolution through various communication channels.

• Enters and manages orders from all sources, e.g., email, phone, fax, online, etc. and handles any order exceptions, updates or corrections.
• Manages open orders including working with the appropriate team members on backorders
• Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.
• Escalates risk or unresolved order related issues to appropriate team member or management for support to resolve.

• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.
• Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.

• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.
• Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for billing process.
• Update client business rule documentation ensuring that internal key stakeholders are aware of business process changes.
• General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.
• Support and maintain all corporate quality standards, policies, procedures and work instructions as outlined in the company process documentation.
• Ensure customer satisfaction by preventing the occurrences on nonconformities relating to product, process, and quality.
  • Proactively generates continuous improvement ideas including improved efficiencies and cost savings and ensures that most efficient processes are used.
• Act as backup to other team members
• All other duties as assigned.

Communication

• Works to ensure overall client satisfaction through internal and external communication channels.
• Support client development and other key personnel to provide work insights for client business reviews or internal corporate review as appropriate.
• Communicate with supervisor/manager when new business opportunities are identified.
• Provides world class customer service and after order care for clients.
• Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

QUALIFICATIONS, EXPERIENCE, EDUCATION, KNOWLEDGE, AND SKILLS REQUIRED

• Associates or Bachelors degree preferred.
• Minimum 1-year experience in customer service, supply chain or order management role.
• Ability to handle tasks requiring attention to detail.
• Experience with using an order management system and ability to learn new systems.
• Ability to work in a fast-paced, high output environment.
• Ability to multitask and prioritize job tasks.
• Ability to work independently and in a team environment.
• Strong written and verbal communication skills.
• Accurate data entry and spelling skills.
• Strong general computer skills including MS Office Suite.
• Professional appearance and demeanor.

For quicker responses, please apply directly to our company website online at www.Archway.com/careers

Archway is committed on building a diverse workforce by attracting, developing and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.