What the job is all about:

Order Management is an integral part of the Ross Video’s success and a key contributor to Manufacturing Operations. An Order Management Agent’s primary responsibility is to manage the activities required to process and effectively deliver customer orders. They support various geographic sales territories, ensuring that orders are clean according to Ross Video’s Clean Order Criteria Policy, processed in a timely fashion, that product and delivery requirements are communicated properly to Production Planning, and that shipping logistics are efficiently managed and meet Ross Video’s Compliance Policy.

Who you report to: Manager, Order Management

What we offer:

Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events!

Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.

Order Management Support Specialists project confidence while demonstrating organization, acute attention to detail, and creative problem-solving skills.

Order Verification:

• Reviews PO and Sales Force opportunity to ensure accuracy of all details.
• Verifies all contact and account information is accurate, shipping details, financial requirements, logistics details, and product configuration is completed and approved.
• Ensures end user contact info is accurate and available.

Order Confirmation:

• Ensures payment terms are in place.
• Requests payment if required.
• Acknowledges order and sets expectations with customers to determine a fulfillment plan.
• Manages any order changes.
• Works as a liaison between Production Planning and Customer to determine a ship date.

Shipping Preparation for Sales Orders and Loans:

• Prepares customs clearance documentation specific to the region.
• Schedule freight forwarders.
• Works with Shipping to effectively carry out the logistics plan.
• Works with Logistics and Compliance Specialists to ensure the routing plan is compliant and reduces cost and risk.
• Provides shipment tracking details to customer.
• Maintains an archive of logistics documents.

Manage Sales Swaps/RMAs:

• Manages assets and credits within customer account.
• Develops and executes a return shipment plan
• Performs other related duties as required.

Who you are:

• A working knowledge of Salesforce.com.
• Above average knowledge of MS Word, MS Excel, Outlook (E-Mail) programs.
• Knowledge of CUSMA (formerly NAFTA)/Customs/Harmonization Codes/Country of Origin.
• Proficient typing/word processing skills.
• Understanding of Export controls (denied parties, ECCN).
• A post-secondary education in a related field is a definite asset.
• A professional and confident communications manner.
• Strong organization and problem-solving skills
• Ability to schedule duties/projects (multi-task).
• Ability to work unsupervised, attention to detail and an evident work ethic.
• Desire to contribute to a team environment.
• Ability to handle stressful situations.
• Ability to be flexible and adaptable to changing processes as process are improved.
• 2-3 years’ experience working in an office setting.
• Must be able to start work as early as 8 am and stay as late as 6 pm to provide coverage for time zones. It is an 8 hour day plus 30 minute unpaid lunch and start times will vary.
• Must be flexible to work from home, the Iroquois office and occasionally, the Ottawa offices
• Restrictions apply for time off on the last business day of each month. This is to ensure the team is fully staffed to support order booking.
• Travel to various industry events may be required.