POSTION PURPOSE • Manage the processing of order entry and execution of orders into the system in a timely fashion with precision accuracy. Ensure that both manual and automated orders are verified and accurately entered into SAP and that all customers receive appropriate and accurate confirmations and communication within department service level agreements (SLA) • Enter and execute all types of orders for various business units for Canada, including sample and third- party requests within order entry stringent turnaround time and in accordance with customers requested ship and/or delivery dates. • Build and maintain relationships with customers, both internal and external • Process order changes requested by customers within SLA expectations with accuracy • Escalate order issues to CS Management team timely and accurately • Communicate order shipment expectations to operations for rush order requests or orders needed outside stated SLA • Provide solutions support to internal and external customers to ensure customers are serviced appropriately, timely and accurately • Professional management of inbound and outbound call handling • Process customer orders within SLA requirements based on business unit. Advise customers of any changes made to their orders and/or shipping • Address pricing issues and ensure appropriate departments are aware of any order related • Provide pre and post-sales support; provide knowledgeable answers to questions about products and availability; efficiently and effectively answer order status questions • Resolve customer complaints on product and service issues by: determining the cause and offering the best solution to resolve the problem; expedite correction or adjustment; follow up to ensure the matter was resolved • Collaborate with other departments (sales, planning, logistics, pricing and manufacturing plant team members) and utilize systems and processes to enhance the Customer • Resolve customer issues at the time of original order entry with the appropriate personnel. Elevate to CS Management if required