Specialist, Order Management

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Monitor end-to-end order fulfillment, ensuring timely stock transfers, product assembly & shipping to provide exceptional service to customers.
• Maintain customer service levels through proactive order expediting and issue resolution.
• Monitor order flow and shipment activity, partnering with customers, transportation, supply chain, imports, and sales teams to prevent delays and resolve disruptions.
• Track shipments to ensure ship dates are met. Update system dates to accurately reflect expected ship dates for late orders.
• Serve as the primary point of contact for customer service team looking to update accurate ship date to customers. Handle ship date related escalations up to customers’ satisfaction.
• Investigate and resolve late shipments and other service challenges while maintaining strong customer relationships on escalated cases.
• Collaborate across departments to continuously improve order fulfillment performance, and customer satisfaction. 
• Keep customers proactively informed about the status of their orders.
• Manage critical cases with a sense of urgency and ownership.
• Other projects and tasks as assigned by supervisor.

Competencies and skills

• Bachelor's degree or diploma in Business, Supply Chain, Logistics, Operations, or a related field preferred, or an equivalent combination of education and relevant experience.
• Minimum 4 years of experience in a distribution, logistics, supply chain, or customer service environment, preferably supporting order fulfillment and shipment management activities.
• Advanced excel and Microsoft Word skills; Power BI skills are a plus
• Driven, empathetic, decisive, diplomatic, with sound judgement
• Excellent interpersonal communication skills (both verbal and written) along with customer service skills
• Exceptional attention to detail and ability to manage competing priorities while maintaining accuracy and meeting deadlines.
• Analytical skills, dependability, adaptability, and initiative are essential

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.