Specialist, Supply Chain

Sony Music Global Job Board • Toronto, ON

11d • Onsite

About The Position

At Sony Music Entertainment Canada Inc., we fuel the creative journey. We have played a pioneering role in music history, from the first-ever music label to the invention of the flat disc record. We have nurtured some of music’s most iconic artists and produced some of the most influential recordings of all time. Today, we work in more than 60 countries, supporting a diverse roster of international superstars, developing and independent artists, and visionary creators. From our position at the intersection of music, entertainment, and technology, we bring imagination and expertise to the newest products and platforms, embrace new business models, employ breakthrough tools, and provide powerful insights that help our artists push creative boundaries and reach new audiences. In everything we do, we are committed to artistic integrity, transparency, and entrepreneurship. The Specialist, Supply Chain is responsible for overseeing end-to-end customer service, order management, and logistics operations supporting Sony Music Canada’s physical supply chain, including direct-to-consumer (D2C) fulfillment. The role ensures accurate order execution, strong service levels, and effective coordination across internal teams and external partners, with direct impact on customer satisfaction, inventory flow, and priority artist releases.

Requirements

• 5 years of experience in customer service, order management, logistics, or supply chain operations
• Fluency in English and French is required
• Experience managing complex customer accounts and warehouse relationships
• Strong understanding of order lifecycle processes, claims and returns, and inventory flow
• Excellent organizational, communication, and cross‑functional collaboration skills
• Experience with ERP systems, order management platforms, EDI, and advanced Excel reporting

Nice To Haves

• D2C eCommerce experience; Shopify is a strong asset
• Knowledge of warehouse operations, transportation, and customs processes is an asset

Responsibilities

• Own end to end order management across retail, wholesale, and D2C channels, ensuring accuracy, timeliness, and compliance with customer requirements.
• Act as the primary escalation point for complex customer issues, including order discrepancies, shipment delays, claims, and returns, ensuring timely and effective resolution.
• Oversee D2C order fulfillment, monitoring activity, resolving issues, and partnering with internal teams to ensure product readiness and operational compliance.
• Manage customer claims, quality issues, and service recovery, coordinating with warehouses, carriers, and Finance to support accurate credits and positive customer experience.
• Serve as the primary operational liaison with third party warehouses and carriers, supporting shipment coordination, performance reviews, and continuous improvement efforts.
• Support priority and time sensitive shipments, including monitoring deliveries, flagging risks, and supporting allocation and distribution decisions for high demand products.
• Exercises sound judgment in resolving day-to-day operational issues, escalating more complex matters as needed.
• Maintain data accuracy and process integrity across systems, ensuring alignment with Sales and Finance while identifying opportunities to improve efficiency and service levels.

Benefits

• A modern, diverse, and innovative work environment.
• An investment in your learning & development.
• An excellent range of benefits, including health and dental group insurance, life insurance, short and long- term disability plans, group RRSP Pension plan, tuition reimbursement, an EAP program, Health and Lifestyle Benefit Plan.
• Winter recess (office closure Christmas through New Year’s).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees