Customer Order Fulfillment Specialist

CUSTOMER ORDER FULFILLMENT SPECIALIST

Your Position & How You Will Contribute

Reporting to the Manager, Operations Enablement, the Customer Order Fulfillment Specialist will be responsible for coordinating the customer journey from the initial point of sale through installation and activation, while also managing the coordination and fulfillment of service-related field orders throughout the customer lifecycle. This role is designed to centralize and streamline field order fulfillment, improve communication between customers and internal teams, enhance operational efficiency, and reduce order slippage and delays. This dynamic position offers the opportunity to contribute directly to the customer journey, play a key role in process improvement, and grow within the organization as telMAX scales its operations.

Responsibilities & Key Duties

Customer Coordination and Communication

• Keep the customer experience as first priority.
• Serve as the primary point of contact for customers during the onboarding process.
• Proactively coordinate and communicate the status of onboarding activities, addressing any questions or concerns.
• Provide follow-up calls at key milestones, including a 30-day post-activation check-in.
  
  

Cross-Departmental Liaison

• Work closely with Sales, Field Operations, and Customer Care to ensure a seamless transition of customer information and requirements.
• Coordinate handoffs and address any discrepancies, ensuring a smooth workflow from point of sale through activation.
  
  

Order Management

• Review and correct order information as necessary, ensuring accuracy and completeness.
• Track and manage order slippage, cancellations, and amendments to reduce delays and improve fulfillment timelines.
  
  

Issue Resolution and Proactive Communication

• Identify potential delays or obstacles and communicate these proactively to customers and internal teams.
• Engage in problem-solving for unique customer requirements, facilitating approvals and escalating issues as needed.
• Support field technicians as first point of contact/trouble-shooting
  
  

Process Optimization

• Contribute to the development of onboarding materials and packages that enhance customer education and engagement.
• Look for ways to improve both the process and communication internally and externally
  
  

Performance Tracking and Reporting

• Monitor key performance metrics (e.g., time spent on CLOG and port requests, customer satisfaction) and report findings to management.
• Provide feedback for continuous improvement, ensuring telMAX’s onboarding process remains efficient, scalable, and customer-centric.
  
  

What You Bring

• Customer-Centric Mindset: Always prioritizes the customer experience and seeks ways to improve the onboarding journey for new clients.
• Excellent Communication Skills: Able to communicate effectively and empathetically with customers and internal teams, ensuring clarity and setting appropriate expectations.
• Detail-Oriented: Meticulous in managing data, tracking orders, and ensuring accurate handoffs and follow-ups, minimizing errors that could impact timelines.
• Proactive Problem Solver: Anticipates potential challenges and seeks solutions in advance to avoid delays and enhance service delivery.
• Organized and Process-Driven: Skilled in managing multiple tasks and tracking various stages of the onboarding process while adhering to timelines and improving workflow efficiency.
• Collaborative Team Player: Works effectively with other departments, ensuring smooth coordination and handoffs.
• Adaptable and Resilient: Able to adjust to changing priorities and handle high-volume workloads, remaining composed and productive under pressure.
• Technical Proficiency: Comfortable with CRM systems, order management tools, and other software platforms used in telecommunications order fulfillment.
  
  

Experience

• 2+ years of experience in customer order fulfillment, customer service, or relevant experience in a telecommunications or technology environment.
• Strong organizational and project management skills with a detail-oriented mindset.
• Excellent interpersonal and communication skills, capable of building rapport with customers and internal teams.
• Ability to work independently and collaborate effectively with cross-functional departments.
• Experience in process improvement and a customer-centric approach to problem-solving.
  
  

Education

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
  
  

ImPACT Values

• Performance & Commitment
  
  

We hold ourselves to the highest standards, delivering exceptional results through dedication, accountability, and continuous improvement. Our commitment to excellence drives us to push boundaries, take ownership, and always follow through.  

• Agility & Collaboration
  
  

We move fast, adapt with courage, and work together to solve challenges. Through empowerment and open communication, we foster a culture where bold ideas thrive. We leverage our collective strengths, achieve shared success and deliver exceptional results for our customers and teams.  

• Customer Centricity
  
  

In every decision we make, we think through the customer’s lens. We know that anticipating and exceeding their expectations isn’t just good service - it’s the foundation of who we are.   By staying deeply connected to our customers’ needs, we build loyalty, enhance our reputation, spark positive word-of-mouth and drive company growth.

• Trust & Integrity
  
  

We build trust by acting with integrity, respect, and transparency in everything we do. We communicate with each other openly and presume positive intentions. By upholding these principles, we strengthen relationships, create a culture of respect, and empower teams to succeed together.  

Equity Statement

telMAX Inc. is an equal opportunity employer committed to fostering an inclusive and accessible workplace, welcoming applications from all individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.