Multy Home is a global manufacturer of Outdoor Living, Lawn & garden and functional flooring products. From an extensive collection of planters and garden edging, to a broad range of decking and privacy panel fencing solutions, our brands stand for quality, sustainability and design.

With manufacturing and distribution facilities in Canada, Poland, and the U.S.A., we are committed to sourcing sustainable or recycled material wherever possible in our production. Every year, Multy Home diverts 3 million tires and 15 million water bottles from landfill. We create beautiful, eco-friendly, useful outdoor living products.

Position Summary: The successful incumbent will provide superior customer support to our internal and external customers in both French and English languages. This role is responsible for the accurate and timely processing of orders, RMA and customer interactions.

Key Responsibilities:

Order Processing/Order Management:

• Administer customer orders and change orders into the ERP system NetSuite as per SOP and booking policy. Verify data such as part numbers, pricing and contract terms for accuracy.
• Retrieve, confirm, update status and/or cancel customer purchase orders via various customer portals.
• Acknowledge orders to the customer after order entry via email, SPS commerce and/or the customer portal.
• Daily review of open orders report, correct any orders with ship location/item location discrepancies, follow-up on pending approval status or blank fields.
• Run order discrepancy reports to ensure pricing, case packs and order terms conform to Multy Home records. Escalate inconsistencies to AM and follow-up to conclusion.
• Monitor and resolve SPS Order Exceptions log issues regularly.
• Execute daily Growth and Mass Club order management reports to highlight shortages and offer solutions.

Customer Service:

• Respond to customer emails and phone calls in a timely manner with a positive, empathetic and professional attitude. Bazaar voice answers need to be completed within service level agreement of 24hrs.
• Troubleshoot and step the customers through a series of actions to resolve a problem.
• Manage customer complaints, collaborate with other departments to ensure seamless customer experience.
• Process warranty replacements or missing parts; expedite corrections. Record transactions for reference.
• Execute Return Merchandise Authorization (RMA) efficiently and per service level agreement timeline ensuring supporting documentation is saved in the ERP system NetSuite. Determine to return product back to warehouse or destroy in field as per RMA SOP guidelines.
• Run custom sales reports as requested.
• Manage front desk reception as needed.

Qualifications:

• Post-secondary education
• Must be bilingual French and English (written and verbal)
• 2-5 years' experience in a similar supporting role
• Strong MS Office, Excel, NetSuite and SPS commerce an asset.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of employees of organization.

We are an equal opportunity, and we value diversity in our workplace. We are committed to providing inclusive, barrier-free recruitment and selection process in accordance with the Human Rights Code and Accessibility Legislation. Accommodations will be provided to individuals, upon request. If selected to participate in the recruitment process and you require accommodations, please advise Human Resources.