Order Fulfillment Specialist

What we do.

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist.

And while that's unheard of in telecommunications- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.

About the role.

As a member of the Onboarding & Fulfillment Team, you share responsibility for the long-term retention of net2phone Canada clients. The goal of every interaction is to exceed expectations and recognize risks, as well as opportunities.
Order Fulfillment Specialists fulfill client requests in accordance with our internal SLA. You will work with all Client Services teams to ensure clients are taken care of in a friendly and efficient manner.
What you'll do.

• Process Client Orders: Fulfill client requests and complete customer orders for additional services in accordance with internal SLAs.
• Manage Account Configurations: Assist with account configurations, and fixes, ensuring absolute accuracy.
• Handle Porting & Account Status: Assist in processing inbound and outbound ports, and handle the removal, suspension and closing of account services in a timely manner.
• Manage Hardware & Inventory: Process outgoing shipments and hardware returns, manage in-office and CRM inventory, and receive inbound inventory.
• Collaborate Across Teams: Work closely with all Client Services & Sales teams with requests and orders.
• Tackle Special Projects: Take on custom, one-off projects as a regular occurrence in your role.
• Drive Retention: Work toward the ultimate goal of long-term retention for net2phone Canada clients by exceeding expectations and recognizing risks and opportunities in every interaction.

What you need to be an Order Fulfillment Specialist with us.

• A Clear Communicator: You are highly proficient in English (reading, writing, and speaking), with French language skills being a strong asset.
• Experienced: You bring 2+ years of background working in a retail, customer experience, warehousing, or an order fulfillment environment.
• Customer-Obsessed: You thrive on exceeding client expectations and acting as a true advocate and advisor for their needs.
• Detail-Oriented & Accurate: You understand that precision is paramount, especially when it comes to client configurations, billing, and inventory management.
• Process-Driven: You are committed to fulfilling client requests in accordance with internal SLAs and enjoy designing, updating or maintaining internal processes.
• A Collaborative Communicator: You can work seamlessly with all Client Services teams to ensure clients are taken care of in a friendly and efficient manner.
• Adaptable & Proactive: You are comfortable taking on special projects, and you actively look for both risks and opportunities within client accounts.

What we offer.

• Join an amazing team culture who values work life balance
• Accessible team socials (virtual and in person)
• Learning opportunities and growth
• $2,000 in health & wellness benefits
• Paid time off, sick & family days as well as paid volunteer days
• A modern office (stand-up desks, collaborative rooms, green/outdoor space)
• Dog friendly office

Job Type: Full Time, permanent, in-office

Schedule: Monday to Friday 8am-6pm EST, with varying shifts within these working hours.

Compensation: $45,000 to 48,000 CAD annual salary

This is a full-time in-office position, Monday through Friday in our Ottawa office.

At net2phone Canada, we believe in a human-first approach to hiring. While our recruiters personally review every application, we do utilize AI tools to assist us in organizing interview notes and ensuring we capture your insights accurately. These tools provide one of many data points in our evaluation, but all final hiring decisions are made by our team of humans.

net2phone Canada is committed to creating an inclusive environment where all candidates, employees, and clients feel like they belong. To ensure an inclusive and accessible candidate experience, accommodations are available upon request for all stages of the selection process.

To request an accommodation, please complete our online form or call 1-888-508-2749. You can also reach us by mail at 5424 Canotek Road, Ottawa, Ontario, K1J 1E9, Canada. You can find more ways to contact us and learn more about our accessibility commitment at https://www.net2phone.com/en-ca/accessibility