Customer service managing supervisor

Customer Order Management Lead Location London, ON N6N 1E4 : Join us in Advancing the Environmental Global Impact within the Rail Industry ZTR is a leading global railway technology company that modernizes and digitally connects railway rolling stock to help our clients create transformational environmental and operational efficiencies. The Customer Order Management Lead is responsible for overseeing all aspects of new system orders, spare parts quotes, spare parts orders, return material authorizations (RMAs) and associated sales operations. This role ensures efficient and accurate processing of customer orders while leading and supporting the Customer Care Coordinator in handling order booking and spare parts fulfillment.

The ideal candidate will work closely with sales, engineering, product management, technical services, production and shipping teams to ensure seamless operations and customer satisfaction.

Order Management:

Oversee the end-to-end process of new orders, including pricing validation, order entry, tracking, and fulfillment.

Work closely with production team and shipping teams to support inventory management and shipping schedules.

Lead stand-up meetings for cross-department alignment and proactive mitigation of any shipment schedule risks

Spare Parts Management:

Ensure pricing accuracy and support escalations or expediting requests as needed.

Maintain communication with customers regarding order status, lead times, and any changes.

Return Material Authorization (RMA) Coordination:

Receive, review, and approve customer return requests based on warranty policies and return guidelines.

Issue RMA numbers and provide customers with return shipping instructions.

Provide updates to customers on the status of their return, repair, or replacement.

Acquire customer approval or purchase order amendments

Customer Service & Support:

Act as the escalation point for customer inquiries and complex order-related issues.

Ensure a high level of customer satisfaction by proactively addressing concerns and improving response times.

Provide training and guidance to the Customer Care Coordinator to enhance operational efficiency.

Process Improvement & Reporting:

Develop and implement process improvements to streamline order processing and spare parts management.

Generate reports on sales orders, backlog, and customer inquiries to support decision-making.

Supervise and mentor the Customer Care Coordinator, ensuring team development and effective workload distribution.

Bachelor's degree or Diploma in Business Administration and/or;

• 5+ years of experience in customer service, order management, or supply chain within a manufacturing or technology-driven industry.
• Leadership and team management experience.
• Proficiency in ERP and CRM systems for order tracking and reporting.
• Ability to manage multiple priorities and work in a fast-paced environment.

ZTR offers a positive working environment and a group of friendly and talented industry leaders passionate about driving environmental and financial benefits for our clients. We encourage and support employees to find long-term success and explore opportunities that play into their strengths and passions. we believe all roles should develop your skills, broaden your experience, and help you continue on a journey to build a rewarding career at ZTR.

This is a place where employees make a difference in our company and within our customers' organizations. ZTR Control Systems provides accommodations for applicants with disabilities throughout the recruitment process.