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Fluidigm Manager, Order Management in Markham, Ontario

Fluidigm has an immediate need for a Manager, Order Management to lead customer service activities and promote client satisfaction initiatives.

Position Summary:

The Manager, Order Management, is responsible for managing, guiding, and tracking the daily activities of the Order Management team. The successful candidate will assist in defining, creating, and leading the implementation and execution of strategies and processes that deliver a consistent and trusted service experience for Fluidigm customers.This individual communicates and acts across various functions which touch on customer experience and order management. Bringing together key members from those departments, and through close interaction with the commercial teams, s/he ensures consistency and a satisfying end-to-end experience.

Further responsibilities include assessing and ensuring customer data integrity in our systems of record as well as analyzing and improving existing order entry processes.

Responsibilities:

Internal focus:

  • Responsible for the overall function of Order Management involving customer registration, order processing, order deliveries completed, RMA and replacement functions.

  • Responsible for the team members performance in order management and ensuring orders are completed on-time with high accuracy proficiency.

  • Ensuring all supplier forms are kept up to date as required by customers.

  • Work closely with our Sales, Marketing, Product, and Support teams to prioritize and evangelize the Customer Service approach.

  • Guide the culture among customer experience touch points to ensure customer engagements are true to our beliefs, mission, and values.

  • Manage data collection, develop and implement order management metrics and departmental KPI’s to be incorporated in metrics dashboards.

External focus:

  • Conduct quantitative and qualitative analyses of customer feedback using leading practice research and analytics methodologies (surveys, etc). Analyze data and search for patterns and opportunities.

  • Reduce variation in the customer experience across the world through facilitating the consistent adoption of best practices in order management.

  • Develop leading edge strategies to expand our reach, impact, and quality of customer engagement.

Day to day management of order operations/customer service:

  • Manage efficiently by staffing customer service to meet customer demand. Identify and implement technology to achieve this goal and be constantly planning for upward scaling of the team

  • Leverage order volume and accuracy metrics in guiding and managing the team

  • Align order entry processes across global order entry groups

  • Set, communicate and monitor strategic goals of department

  • Responsible for effective resolution of customer issues

  • Responsible for escalation and action on all critical issues

  • Create a nimble organization that responds quickly to our customers’ needs.

Education/experience/skills:

  • BA/BS Degree

  • 5+ of hands-on experience in a relevant business setting as part of a Sales Administration/Customer Service group.

  • 3+ years of experience managing a team

  • Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction

  • Proven experience delivering measurable improvements to business performance by enhancing the customer experience

  • Highly motivated team player with excellent organizational and documentation skills

  • Proven track record in collaborating to drive organizational change, align team and achieve results in a cross functional environment

  • Advanced analytical skills and process-oriented

  • Ability to effectively design, document and communicate processes

  • Strong customer service skills with focus on delighting customers. Ability to lead and motivate direct reports

  • Superior interpersonal skills. Outstanding oral and written communication skills.

The Company is committed to providing an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation during this process, please inform The Company of your requirements. We are an equal opportunity employer.

Req No.: 2021-3411

External Company URL: https://www.fluidigm.com/

Street: 1380 Rodick Road, Suite 400

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