Service Delivery Manager jobs in Ottawa, ON

Company Overview

OZ Optics Limited is a leading worldwide supplier of fiber optic products, test equipment and sensors. It is located in Canada's capital city of Ottawa and established in 1985.

Company Perks:

• Every employee receives full benefits including medical, dental, optical and life insurance with the premiums paid for by OZ Optics.
• Opportunity to work along side with subject matter experts in fiber optics
• Opportunity to work on world-class products with cutting-edge technologies
• Best recreational facilities company can offer. Squash and basketball courts, weight-training rooms, indoor pool, sauna, and hot tub for use by employees
• Staff events - adult and children's holiday parties, Easter egg hunt, family summer barbecue, and soccer games.
• Free on-site parking

Position Summary:

• Manage and support Customer Service/Order Desk operations.
• Apply department procedures for order processing, changes, cancellations, and returns.
• Oversee customer order processing to ensure accuracy and timely execution.
• Complete customer requests in accordance with company policies.
• Support improvements in order processing efficiency and towards customer satisfaction.
• Support team development through training and performance management.

Typical Duties:

• Prioritize workload in Customer Service/Order Desk.
• Utilize ERP to process customer orders, maintain accurate order records, and prepare reports.
• Support the department in the effective execution of customer service responsibilities.
• Monitor order processing reports and address identified issues.
• Coordinate with internal departments to resolve customer requests or complaints.
• Communicate with product managers and designers to streamline order processing activities.
• Work with production schedulers and planners when order rescheduling is needed.
• Communicate with customers to support order acceptance and processing.
• Resolve information discrepancies internally and with customers.
• Monitor issues that may impact customer deliveries and implement corrective actions.
• Support employee performance reviews and ongoing team development.

Education:

Post secondary education in Sales, Marketing, or Business Administration.

Experience:

5-7 years of experience in Customer Service, including order processing, full commercial lifecycle management, and staff supervision, preferably in a manufacturing environment.

Skills:

• Excellent knowledge of Microsoft Office Suite
• Proficient in ERP/MRP/CRM systems
• Proficient in English
• Strong written and spoken communication skills

Candidates must be eligible to work in Canada

Job Types: Full-time, Permanent

Pay: $90,000.00-$110,000.00 per year

Benefits:

• Casual dress
• Company events
• Disability insurance
• Employee assistance program
• Life insurance
• On-site parking
• Vision care

Application question(s):

• Do you have an excellent verbal and written command of English
• Do you have a firm understanding of the Commercial Manufacturing Order Processing Cycle from RFQ forward?

Education:

• DCS / DEC (required)

Experience:

• ERP systems: 7 years (required)
• MRP, CRM business applications: 7 years (preferred)
• Advanced Microsoft Suite: 7 years (required)
• Technical manufacturing Customer service: 7 years (required)

Work Location: In person