Commercial Operations Specialist

Accuenergy Canada Inc•Toronto, ON

9h•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, managing relationships, generating quotes, providing ship-date and stock visibility, and resolving customer issues. The position also includes order-side responsibilities such as handling exceptions, ensuring master data integrity, validating order quality, and providing customer service support. Additionally, the role encompasses customer-side responsibilities like resolving complex cases, managing RMA processing, and overseeing project deliveries. A key aspect of the role involves cross-cutting responsibilities such as identifying patterns for internal improvement, synthesizing customer feedback, and ensuring compliance with health and safety regulations.

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.
Strong written and verbal communication skills.
Process-orientation and precision with attention to detail.
Ability to hold multiple threads simultaneously.
Comfort with technology and curiosity about AI tools.
Authorisation 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 you've held customer relationships under pressure.

Responsibilities

Direct account ownership (operational segment) for an assigned book of 50-100 operational accounts.
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 a clean, predictable communication rhythm with customers, providing proactive updates and quick reactive answers.
Act as the first-line owner for issue resolution for assigned customers, including order issues, ship date changes, RMA cases, and technical pointers.
Triage and resolve internal operations workflow platform flags as exceptions, with full account context.
Validate, correct, and govern customer records, part numbers, pricing tiers, and ship-to addresses.
Perform regular sampling of completed orders to catch issues before they reach customers and classify root causes.
Handle first-touch 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.
Manage RMA processing, including analysis of claims, judgment on warranty and policy, and customer follow-through.
Provide 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 internal improvement.
Aggregate customer feedback themes from various channels and surface them to management.
Ensure Occupational Health and Safety compliance with health and safety laws and regulations.
Follow all procedures in compliance with Accuenergy (Canada) Inc standard policy and operation regulations.