Customer Fulfilment Specialist

The Customer Fulfilment Specialist role is a fixed-term contract for approx. 9 months, based in our Toronto office.  This specialist is expected to provide end to end management of assigned Service Requests including:

  • Ensuring work orders capture client requirements and meet Customer Fulfilments standards,
  • All communication with the customer through the life of the Service Request,
  • Completing the Service Request,
  • Ensuring service levels are met or exceeded, and
  • Ensuring quality standards are adhered to.

What you will do...

Manage Service Request

  • Actively manage assigned Service Requests through their lifecycle and deliver within expectations and SLAs.

  • Manage assigned escalations ensuring the optimal balanced outcome for both customers and the business is reached.

Application Configuration

  • Make and test configuration changes to supplied specifications and deliver within SLAs.

Software Development, Configuration and Testing

  • Develop requested client-specific functionality, customer finance extracts and customer reports to client specifications.

  • Make application configuration changes to supplied specifications.

Customer and Project Issue Resolution

  • Conduct technical triage and apply relevant bug fix.

  • Manage escalations and ensure optimal balanced outcome for both customers and the business.

  • Provide additional support to product and project teams as required. 

Team Support

  • Provide assistance in incident triage and resolution to the other teams as required.

  • Provide assistance with application component deployment, product releases, management of environments and other technical support as required. 

Professional Development and Work

  • Develop product knowledge using training program and self-directed learning.

  • Create and maintain relevant documentation to ensure team knowledge base is continuously improving and share the knowledge learned.

  • Contribute to the continuous improvement process by contributing feedback on team procedures, processes and technology.

What you'll need...

Valuable Experience

  • Two years request fulfilment / support experience in an IT Services environment.
  • Two years commercial software development experience.
  • Commercial experience using the Microsoft Technology stack.
  • XSL / XML development.
  • SQL development.
  • Business Analysis experience.
  • Transactional systems e.g. banking, finance, telecommunications, etc.
  • Experience supporting customers across multiple time zones.
  • Experience with Cloud/SaaS web environments.
  • Ideally tertiary qualified with appropriate certifications

Key Attributes

  • Strong customer focus and ability to communicate professionally.
  • Ability to develop and maintain strong relationships.
  • Demonstrate leadership ability in diverse situations.
  • Able to handle difficult customers and complaints in a constructive manner.
  • Demonstrate initiative and pro-activeness.
  • Able to work to deadlines and manage conflicting priorities.
  • Flexible and able to adapt to a changing environment.
  • Strong analytical and troubleshooting skills.
  • Ability to evaluate situations, gather and analyse facts and determine critical issues.
  • Strong accuracy and attention to details.