Open Order Resolution Associate

Grainger Businesses • Edmonton, AB

5d • CA$51,440 - CA$70,730 • Hybrid

About The Position

The Open Order Resolution Associate is responsible for all assigned duties including but not limited to; credit card declines & maintaining/updating open customer orders or credit card declines and rejections. They provide useful information to allow multiple cross functional teams impacted by open order issues, rejected lines, and credit card declines to improve the customer experience, remove delays, and reduce customer failures.

Requirements

• High School Diploma/GED Required
• 2+ years Customer Service and/or Supply Chain Experience Required
• Able to clearly & effectively communicate with customers, internal partners, and team members
• Able to be flexible and adapt to whatever changes come their way.
• Able to prioritize and work multiple tasks at the same time.
• Able to maintain a professional attitude always, particularly when dealing with people in complex and stressful situations and exhibit a strong sense of urgency.
• Demonstrates a commitment to providing superior customer service
• Ability to navigate through multiple channels SAP, SOE, Grainger.ca, MS Office Suites, and SharePoint
• Able to follow verbal and written instructions with minimal supervision within specified timeframes.

Responsibilities

• Support and resolve open stock, third party, sourcing and rejected orders to understand root cause and determine appropriate action which might include locating available stock, creating an STO, and/or communicating pertinent information to customers.
• Report out to the appropriate teams any long-term systemic issues identified within own department.
• Assist internal customers with time sensitive Sales Order and/or Purchase Order related questions.
• Utilize best demonstrated practices and work to continuously improve upon standard work practices.
• Focus on first pass resolution and ensure continuous follow up on any open issues.
• Maintain adherence to schedules, follow all SOP, and quality standards as it pertains associated reports.
• Must be self-directed, take responsibility to complete daily tasks, and make sound decisions for both the customer and the company without direct instruction.

Benefits

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED