Senior Order Management/Customer Service & Engagement Specialist in Toronto

at Spin Master Careers

Date Posted: 2/5/2020

Job Snapshot

Job Description

Please Note: If you are a current Spin Master employee with access to Workday, apply to this job via the Workday application.

Are you looking to further your career with an industry leading, global children's entertainment company? 

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you! 

What's it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; we are building a legacy and welcome individuals with a proven track record of driving results.  

Job Description:

The role:

As a member of the customer facing team the Sr. Order Management / Customer Service & Engagement Specialist will be the customer advocate from receipt of the order right through to delivery of the product.  This role will provide top tier customer service to their assigned account(s) through proactive management of the orders and by partnering with cross-functional team members and stakeholders to ensure best in class results.  The incumbent should possess strong communication skills and be able to influence, multi-task, prioritize competing customer issues whilst driving to the root cause with a service mindset.   Through the management of the order book, this supply chain professional will own the seamless integration of orders between our EDI systems, Customer Portals etc., and our ERP. You will be a key player within our Supply Chain team with increasing ownership and oversight of the ordering process.

What can we expect from you:

  • Provide top tier customer service to ensure customer satisfaction
  • Manage orders in a timely and accurate manner adhering to customer dates (e.g. RAD, MABD etc.)
  • Communicate Service Issues to internal and external stakeholders on a timely basis
  • Navigation and research in SAP, EDI, customer's system, 3rd party systems (where required) to effectively manage order execution
  • Take personal ownership / accountability for the order management process to deliver top tier service level
  • Identify systemic recurring order management issues and escalate as necessary
  • Partner with Supply Chain functions to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
  • Ensure unfulfilled order issues are resolved daily by communicating with 3PL partners
  • Partner with Master Data Analyst to execute quoting/item set for your assigned accounts
  • Initiate and maintain regular dialogue with key stakeholders (e.g. Credit, Sales, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance mutual understanding of the order to cash process
  • Cultivate and maintain positive relationships with customer and internal stakeholders
  • Partner with team and other functions to identify ways to improve efficiency of the order to cash process
  • Actively participate in the Retail Engagement initiatives, score carding and liaise with internal and external stakeholder to drive customer service level improvements

Who’s a good fit for this role:

  • Ability to convey ideas clearly through written, verbal and non-verbal mediums using strong interpersonal skills
  • Demonstrated ability to influence across all levels within the organization
  • Strong time management, organizational, and prioritization skills
  • Ability to adjust quickly to new processes and procedures
  • Ability to work and make decisions independently in a fast-paced environment
  • Ability to proactively identify and resolve problems
  • Team player who helps create a result focused and motivating team environment
  • Demonstrated conflict management through persuasion, negotiation and compromise

You should apply if you have the following:

  • Bachelors Degree preferred in Supply Chain & Logistics or related discipline
  • Min 3 yrs.+ CPG/Retail Experience preferred
  • Experience with a Tier 1 ERP system required (SAP Preferred)
  • Experience with EDI transactional processing
  • Working knowledge of Windows, Excel, Word, PowerPoint
  • Proven track record of providing quality customer service

What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:
•    Integrity
•    Open Mindset
•    Innovation
•    Partnerships
•    Collaboration
•    Driving Results
•    Entrepreneurship

Follow us on Instagram and Twitter @SpinCareers to stay up to date on Spin Master career opportunities. 

We do appreciate all interest; however only those selected for interview will be contacted.