Customer ServiceOrder Fulfillment Lead

Customer Service / Order Fulfillment Lead
Location: Toronto Ontario (North York area)
Compensation: $55000–$58000 per year comprehensive benefits yearend bonus 2 weeks paid vacation
Hours:
Week 1: Monday to Friday 7:00 AM 5:00 PM
Week 2: Monday to Thursday 7:00 AM 4:00 PM; Friday 7:00 AM 3:00 PM; Saturday 8:00 AM 1:00 PM
Long weekends off from May to September.

About Our Client:
Our client is a successful Toronto (North York) based luxury flooring wholesale distributor and retailer of highend flooring and wall products that enhance any space. This company is dedicated to delivering beautiful functional designs and helping a wide range of clients—including designers contractors and homeowners—find the perfect products for their projects. The company offers great perks including an onsite gym employee appreciation events team golfing holiday parties and more!

Position Overview:
The Customer Service/Order Fulfillment Lead is responsible for ensuring smooth operations between the warehouse order desk and customers. This role is customer service–oriented requiring excellent organization and multitasking skills to manage 30–50 orders per day including inhouse pickups and deliveries. You will distribute and verify orders manage customer wait times and coordinate warehouse team activities to ensure accuracy and efficiency.

What We’re Looking For:
We are seeking an experienced customer service professional with 46 years of experience in customeroriented environments. The ideal candidate excels in time management and problemsolving confidently handling daily orders while optimizing warehouse team efficiency. This role requires strong communication skills assertiveness and professionalism when interacting with both customers and warehouse staff. Attention to detail and the ability to resolve issues effectively are essential for ensuring order accuracy and seamless operations.

What’s In It For You!:

• $55000–$58000 per year yearend bonus and yearly raises
• 2 weeks paid vacation to start (3 weeks after 5 years)
• Comprehensive benefits package (after 3 months)
• RRSP matching after 3 years
• Conveniently located in Toronto (North York) a 1015 minute bus ride from Lawrence West Station with free onsite parking
• Access to inclusive onsite gym facilities and a robust employee assistance program
• Long weekends off from MaySeptember
• Join a supportive energetic team culture that values creativity connection and professional growth.
• The company offers excellent perks including employee appreciation events team golfing holiday parties and more fostering a fun and rewarding workplace culture.

Key Responsibilities:

• Serve as the first point of contact for customers ensuring timely order fulfillment and delivering exceptional customer service for a smooth pickup experience.
• Keep customers informed throughout the picking process and proactively resolve any issues that arise.
• After receiving tickets from the order desk print & distribute tickets to warehouse pickers to collect the correct materials & verify order accuracy once the order is completed.
• Coordinating the work of the order pickers ensuring orders are fulfilled on time and efficiently to align with customer requests. Including proactively identifying and resolving operational issues to ensure timely and accurate order fulfillment.
• Coordinate and manage the fulfillment process of inhouse pickup orders and deliveries.
• Answer incoming internal and external phone calls to provide product availability and order status.
• Act as a liaison between the warehouse order desk and customers to coordinate deliveries and resolve issues while providing excellent customer service.
• Manage break times for warehouse pickers to ensure consistent service and productivity.

Qualifications:

• 46 years of experience across customer service administration/coordination and order management positions.
• Exposure and comfort working within bluecollar/whitecollar hybrid environments (eg. Office/showroom in the front warehouse in the back) would be a strong asset.
• Exceptional communication skills both written and verbal are required
• Adept attention to detail & organizational skills is required.
• Experience in the flooring or building materials industry is considered an asset.
• Ability to reliably commute to North York.