Commercial Operations Specialist

Accuenergy Canada Inc•Toronto, ON

1d•CA$50,000 - CA$60,000•Onsite

About The Position

Accuenergy is seeking a Commercial Operations Specialist to join their Toronto-based team. This role involves direct account ownership for an assigned book of operational accounts, acting as the primary point of contact for distributors and integrators. The specialist will be responsible for quoting, providing ship-date and stock visibility, maintaining communication rhythms, and resolving issues for their assigned accounts. Additionally, the role includes order-side responsibilities such as handling order exceptions, ensuring master data integrity, validating order quality, and providing customer service support for orders. On the customer side, the specialist will manage customer cases, handle RMA processing, and oversee project deliveries for assigned accounts. Cross-cutting responsibilities include identifying patterns for system improvements, synthesizing customer feedback, and ensuring compliance with health and safety regulations and company policies.

Requirements

Operational or customer-facing experience (order management, customer service, account management, fulfilment, supply chain, or equivalent).
Experience owning customer accounts directly, not just supporting them.
Comfort being the named point of contact, sending quotes, communicating ship dates, and holding the relationship over time.
Strong written and verbal communication skills.
Process-orientation and precision with attention to detail.
Ability to hold multiple threads simultaneously (e.g., track 50+ accounts, open exceptions, active projects).
Comfort with technology and curiosity about AI tools.
Willingness and curiosity to develop daily fluency with AI tools rapidly within the first 60 days.
Authorization to work in Canada.

Nice To Haves

Experience with modern ERP and CRM systems (Zoho, NetSuite, Salesforce, SAP, etc.).
Manufacturing or B2B technical-product environment background.
Familiarity with BOMs, lead times, master data discipline, project delivery rhythms.
Prior daily use of AI tools (Claude, ChatGPT, or equivalent) for any kind of work.
RMA, warranty, or returns experience.
Prior cross-functional coordination experience.
Customer service, customer success, or technical sales background where customer relationships were held under pressure.

Responsibilities

Direct account ownership (operational segment) for an assigned book of 50-100 operational accounts.
Act as the primary point of contact for assigned accounts, not a support layer.
Generate AI-drafted quotes against the price book on known SKUs, validating and adjusting as needed.
Provide fast, reliable answers to ship-date and stock-availability queries.
Maintain clean, predictable communication with customers, providing proactive updates and quick reactive answers.
Own first-line issue resolution for assigned customers, including order issues, ship date changes, RMA cases, and technical pointers.
Escalate issues to the manager only when they exceed operational scope (e.g., commercial negotiation, partnership questions, strategic pricing).
Triage and resolve order exceptions flagged by OASIS, with full account context.
Validate, correct, and govern customer records, part numbers, pricing tiers, and ship-to addresses.
Coordinate with the ERP team on systemic fixes for master data.
Perform regular sampling of completed orders to catch issues before they reach customers.
Classify root causes of any rework needed and report trends to the manager.
Provide first-touch support for order-related customer service queries routed to humans.
Own customer service cases that go beyond first-touch, including technical questions, account-context-heavy queries, and escalations.
Handle the operational dimension of cases for accounts owned by sales/AMs.
Own first-line RMA processing, including analysis of customer claims, judgment on warranty and policy, and customer follow-through.
End-to-end ownership of assigned project deliveries, including customer-facing timelines, status communication, and cross-functional coordination.
Identify patterns across order exceptions, customer cases, and account-book activity for system improvements.
Collaborate with the manager and AURA team to translate patterns into agent improvements and workflow proposals.
Aggregate customer feedback themes from various channels and surface them to the manager.
Ensure Occupational Health and Safety compliance.
Follow all procedures in compliance with Accuenergy (Canada) Inc standard policy and operation regulations.
Undertake any other operation-related responsibilities as the company grows.