Order To Cash - Sr Analyst (French Speaking)

Role overview

The Order Management Specialist manages ad hoc customer requests and owns the end-to-end order management process for Canada's site, from order capture through fulfillment, delivery confirmation, and post-delivery support. This role coordinates internally across supply chain, inventory, logistics, and billing teams to ensure orders are processed accurately and delivered on time to meet customer demand.

Key responsibilities

• Manage Purchase orders, special requests, rush orders, drop shipments, blocked orders, COT’s, product allocation, daily/weekly notifications, order errors, Validate the accuracy of special details or instructions, etc.

• Manage oversees the complete order lifecycle: receipt, validation, input, status updates, fulfillment coordination, invoicing, and order closure.

• Act as primary point of contact for customers regarding order status, delivery schedules, Online ordering issues, and any order changes or exceptions.

• Verification and creation of new customer accounts.

• Own and manage the Customer service inbox and customer calls (escalate as needed)

• Track customer requests (phone calls & emails) through Service Cloud to capture insights

• Proactively identify and resolve order issues (e.g., discrepancies, delays, cancellations) and escalate where necessary to minimize customer impact.

• Effectively manage back orders (communications to customer and Releases based on demand)

• Coordinate with logistics and carriers to expedite urgent orders and confirm successful deliveries.

• Manage Returns, short shipments, over shipments and damaged goods

• Process credit and debit notes in Fiori in accordance with terms and conditions

• Assisting collection colleagues on claim disputes            

• Maintain accurate order records and update systems to ensure traceability and reporting integrity.

• Identify system issues in collaboration with Global IT/COMET teams

• Drive continuous improvement in order-to-cash processes by identifying inefficiencies and recommending process or system enhancements.

• Participate in the development and implementation of work instructions.

• Ensure compliance with company policies and regulatory requirements related to order processing and documentation.

• Offer Company's Canada customers After Hour services for emergency orders (mostly during Holidays)

Skills and qualifications

• Solid understanding of the SAP environment

• Excellent ability to interact and communicate clearly and effectively (oral and written).

• Bilingual (English & French)

• Demonstrated strong customer focus and keen ability to proactively identify and respond to customer needs and take appropriate action 

• Navigate the end-to-end Order Management process

• Capacity to resolve logistic issues

• Proven ability to work collaboratively with various cross-functional teams

• Ability to prioritize

• Has proven capacity to be flexible and capacity to adapt based on changing environment

• Excellent knowledge of computer systems and Microsoft software (Outlook, Excel, Word).

• Good organizational and time management skills.

• Demonstrates strong initiative with a positive and constructive approach to overcome challenges

• Ability to work well with minimal supervision in a fast-paced environment and to manage multiple tasks simultaneously