Chef d’équipe, Gestion des commandes – Opérations de vente au détail // Team Lead, Retail Operations Order Management at SharkNinja

Montréal, Quebec, CanadaFull-time32000 - Order ManagementPosted 28 days ago

About the Role

<div class="content-intro">About Us  SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.  AI at SharkNinja At SharkNinja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in.</div>  <div class="qMYqUG_convSearchResultHighlightRoot"> <div class="" data-turn-id-container="request-WEB:0dac30de-3b8c-4fad-bd4f-c3d5acffeb44-0" data-is-intersecting="true"> <section class="text-token-text-primary w-full focus:outline-none has-data-writing-block:pointer-events-none [&:has([data-writing-block])>*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:0dac30de-3b8c-4fad-bd4f-c3d5acffeb44-0" data-turn-id-container="request-WEB:0dac30de-3b8c-4fad-bd4f-c3d5acffeb44-0" data-testid="conversation-turn-2" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-8 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden @[53.5rem]/main:[--thread-content-max-width:48rem] relative flex w-full min-w-0 flex-col agent-turn" data-conversation-screenshot-content=""> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&]:mt-1" data-message-author-role="assistant" data-message-id="9d525020-9532-5b0f-9e6c-512ca3c5dd57" data-turn-start-message="true" data-message-model-slug="gpt-6-astra-wm"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="fbskMG_root markdown prose dark:prose-invert wrap-break-word w-full light markdown-new-styling"> Notre mission, qui consiste à améliorer chaque jour la vie des gens dans les foyers du monde entier, permet à nos employés de réfléchir, d’expérimenter, de concevoir, de passer à l’action, de créer et d’analyser pour donner vie à des produits qui les passionnent. Dans le cadre de notre croissance, nous sommes ravis d’accueillir un chef d’équipe, Opérations de vente au détail, au sein de notre équipe. APERÇU DU POSTE Le chef d’équipe, Opérations de vente au détail, dirige une équipe de représentants du service à la clientèle responsables de l’exactitude, du respect des délais et de la qualité du service dans la gestion des commandes des détaillants partenaires de SharkNinja. Ce rôle combine la supervision quotidienne de la qualité, l’accompagnement de l’équipe et l’amélioration des processus afin de réduire les coûts, de prévenir les pénalités des détaillants et de maintenir les taux de satisfaction des commandes et de livraison à temps. Il permet également de développer les compétences nécessaires pour accéder à de futurs postes de gestion au sein du service. RESPONSABILITÉS Voici quelques-unes des responsabilités STIMULANTES qui vous attendent : Assurance qualité et supervision <ul data-start="1329" data-end="2458"> <li data-section-id="hqx28o" data-start="1329" data-end="1487">Vérifier les tâches de traitement des commandes effectuées par les représentants du service à la clientèle afin d’en assurer l’exactitude et l’exhaustivité.</li> <li data-section-id="17stoj8" data-start="1488" data-end="1649">Examiner quotidiennement le fichier des commandes, notamment l’état des expéditions, les instructions d’acheminement et les écarts de stocks ou de facturation.</li> <li data-section-id="3wjzvj" data-start="1650" data-end="1764">Assurer le suivi des réponses aux courriels afin que toutes les demandes soient traitées dans les délais prévus.</li> <li data-section-id="raygmi" data-start="1765" data-end="1896">Veiller au respect des exigences relatives aux transporteurs en transmettant chaque semaine les données requises aux détaillants.</li> <li data-section-id="20ahg4" data-start="1897" data-end="2027">Vérifier l’exactitude des rapports de bons de préparation de l’entrepôt et signaler les situations nécessitant une intervention.</li> <li data-section-id="sctloe" data-start="2028" data-end="2168">Surveiller les dates de rendez-vous de livraison afin de prévenir les retards accumulés et d’assurer une replanification rapide au besoin.</li> <li data-section-id="1c7tzk2" data-start="2169" data-end="2267">Valider les expéditions de petits colis et la transmission des renseignements aux transporteurs.</li> <li data-section-id="1juk6tw" data-start="2268" data-end="2358">Veiller au traitement rapide des pénalités dont la date limite de contestation approche.</li> <li data-section-id="l85g2c" data-start="2359" data-end="2458">Mettre à jour les procédures opérationnelles normalisées et les documents de formation au besoin.</li> </ul> Collaboration interfonctionnelle <ul data-start="2498" data-end="3016"> <li data-section-id="1pxago8" data-start="2498" data-end="2823">Collaborer avec les équipes des ventes, de la planification de l’approvisionnement, de la planification commerciale, des opérations des centres de distribution et de l’EDI/TI pour résoudre les problèmes de commandes et d’expédition, signaler les obstacles et aider l’équipe à atteindre ses objectifs de service et de coûts.</li> <li data-section-id="ypq61d" data-start="2824" data-end="3016">Agir comme principal point de contact entre l’équipe et les partenaires interfonctionnels pour les enjeux quotidiens de gestion des commandes, en assurant un suivi et une résolution rapides.</li> </ul> Réunions de suivi hebdomadaires <ul data-start="3055" data-end="3243"> <li data-section-id="1pkdi84" data-start="3055" data-end="3112">Préparer et animer les réunions de suivi hebdomadaires.</li> <li data-section-id="rslfe" data-start="3113" data-end="3243">Rédiger et diffuser les comptes rendus et les mesures à prendre, en précisant un responsable et une échéance pour chaque mesure.</li> </ul> Formation et développement <ul data-start="3277" data-end="3840"> <li data-section-id="1pqu81p" data-start="3277" data-end="3357">Participer activement à l’intégration et à la formation des nouvelles recrues.</li> <li data-section-id="9e4l3n" data-start="3358" data-end="3522">Contribuer à la conception et à l’animation de formations de mise à niveau tous les six mois sur Oracle, Power BI, HighRadius, Excel et les outils d’IA approuvés.</li> <li data-section-id="104be1v" data-start="3523" data-end="3640">Offrir de la formation et de l’accompagnement aux membres de l’équipe dans leurs activités quotidiennes, au besoin.</li> <li data-section-id="14f8ixl" data-start="3641" data-end="3840">Repérer et créer de façon proactive des occasions de mettre à profit le potentiel de chaque membre de l’équipe et soutenir le plan de développement de chaque représentant du service à la clientèle.</li> </ul> Gestion des situations nécessitant une intervention <ul data-start="3899" data-end="4202"> <li data-section-id="da9hye" data-start="3899" data-end="3998">Aider l’équipe à résoudre les situations nécessitant une intervention et les problèmes complexes.</li> <li data-section-id="11d7lq4" data-start="3999" data-end="4202">Prendre en charge ces situations jusqu’à leur résolution complète, en assurant la coordination avec le détaillant, le centre de distribution et le transporteur, et en demeurant responsable du résultat.</li> </ul> Prévisions des activités d’entrepôt <ul data-start="4245" data-end="4548"> <li data-section-id="1rn4bxb" data-start="4245" data-end="4548">Collaborer quotidiennement avec les autres chefs d’équipe et gestionnaires pour établir les prévisions des activités d’entrepôt et assurer une affectation efficace des ressources : main-d’œuvre des centres de distribution, remorques déposées sur place, capacité des transporteurs de petits colis, etc.</li> </ul> Soutien aux audits <ul data-start="4574" data-end="4722"> <li data-section-id="17h54yj" data-start="4574" data-end="4722">Veiller à ce que les représentants du service à la clientèle respectent les échéances des audits et les aider à retrouver les documents manquants.</li> </ul> Initiatives auprès des détaillants <ul data-start="4764" data-end="5178"> <li data-section-id="13fqvvl" data-start="4764" data-end="4929">Déterminer et mener à terme des initiatives propres à chaque détaillant afin de réduire les coûts, d’améliorer l’efficacité et de rehausser les niveaux de service.</li> <li data-section-id="1920il5" data-start="4930" data-end="5178">Quantifier les retombées de chaque initiative, notamment les coûts évités, les pénalités prévenues et les gains en points de pourcentage des taux de satisfaction des commandes ou de livraison à temps, puis présenter les résultats au gestionnaire.</li> </ul> Outils d’IA et automatisation des processus <ul data-start="5229" data-end="6028"> <li data-section-id="10z1sn1" data-start="5229" data-end="5555">Utiliser les outils d’IA approuvés dans la gestion quotidienne des commandes : examen des anomalies dans le fichier quotidien des commandes, triage des pénalités et rédaction des contestations, suivi des rendez-vous et des instructions d’acheminement, et préparation de premières versions des communications aux détaillants.</li> <li data-section-id="13hm7cn" data-start="5556" data-end="5784">Repérer les étapes manuelles et répétitives du cycle de la commande à l’encaissement et proposer des solutions d’automatisation pour les éliminer. Concevoir et tester ces solutions lorsque les outils disponibles le permettent.</li> <li data-section-id="1fcn7qz" data-start="5785" data-end="6028">Agir comme personne-ressource pour l’adoption quotidienne de l’IA au sein de l’équipe : enseigner aux représentants des techniques pratiques de rédaction de requêtes, partager les approches efficaces et favoriser l’utilisation de ces outils.</li> </ul> QUALITÉS, COMPÉTENCES ET EXIGENCES <ul data-start="6070" data-end="7287"> <li data-section-id="1tobe35" data-start="6070" data-end="6207">Expérience en traitement des commandes ou en service à la clientèle dans un environnement interentreprises (B2B) auprès de détaillants.</li> <li data-section-id="1lm0s7w" data-start="6208" data-end="6275">Expérience avec le progiciel de gestion intégré Oracle, un atout.</li> <li data-section-id="1znqdf" data-start="6276" data-end="6593">Aptitude démontrée à utiliser des outils d’IA, comme Claude, Microsoft Copilot ou ChatGPT, dans des situations de travail concrètes, particulièrement pour l’examen des données et l’automatisation des processus, avec le discernement nécessaire pour vérifier les résultats avant de les utiliser ou de les transmettre.</li> <li data-section-id="1iogyjz" data-start="6594" data-end="6741">Volonté d’apprendre rapidement à utiliser de nouveaux outils d’IA et d’automatisation, de les adopter et d’en enseigner l’utilisation aux autres.</li> <li data-section-id="1nzslbz" data-start="6742" data-end="6831">Capacité démontrée à concevoir des solutions novatrices pour accroître la productivité.</li> <li data-section-id="1jcwz21" data-start="6832" data-end="6897">Approche axée sur les résultats de l’équipe et de l’entreprise.</li> <li data-section-id="1udfu3a" data-start="6898" data-end="7013">Solides compétences interpersonnelles et capacité à mobiliser, à influencer et à diriger efficacement les autres.</li> <li data-section-id="95lw4e" data-start="7014" data-end="7055">Excellente maîtrise de Microsoft Excel.</li> <li data-section-id="1rixzyc" data-start="7056" data-end="7113">Excellentes aptitudes en communication écrite et orale.</li> <li data-section-id="djnqjp" data-start="7114" data-end="7204">Capacité à bien travailler sous pression dans un environnement où le rythme est soutenu.</li> <li data-section-id="1ag6pqn" data-start="7205" data-end="7287">Excellent sens de l’organisation et capacité à gérer des priorités concurrentes.</li> </ul> VOTRE RÔLE POUR FAVORISER NOS FACTEURS DE SUCCÈS ET INCARNER NOTRE ÉTAT D’ESPRIT UNIQUE <ul data-start="7382" data-end="9388" data-is-only-node="" data-is-last-node=""> <li data-section-id="hg51nf" data-start="7382" data-end="7748">« RAREMENT SATISFAITS » : Vous vous investissez dans les objectifs et le développement de l’équipe et les soutenez activement. Vous valorisez l’ambition, l’initiative, l’innovation, la résilience et le rendement exceptionnels. Vous faites preuve de courage et de détermination, persévérez malgré les obstacles ou les revers et aidez les autres à faire de même.</li> <li data-section-id="9x4yw6" data-start="7750" data-end="8139">« LE PROGRÈS AVANT LA PERFECTION » : Vous améliorez les choses au quotidien en incarnant et en encourageant un esprit entrepreneurial fondé sur la débrouillardise, l’innovation et l’amélioration continue. Vous assumez la responsabilité de la réussite et de la capacité d’adaptation de l’équipe. Vous faites preuve d’assurance et rassurez les autres lorsque les orientations changent.</li> <li data-section-id="sv2s20" data-start="8141" data-end="8511">« LES DÉTAILS FONT LA DIFFÉRENCE » : Vous vous appuyez sur votre connaissance des consommateurs pour structurer l’information et aller au cœur des enjeux. Vous encouragez les échanges constructifs en remettant en question les idées et les façons de faire établies, et posez des questions approfondies pour comprendre les répercussions à court et à plus long terme.</li> <li data-section-id="1rukhgm" data-start="8513" data-end="8901">« GAGNER EST UN SPORT D’ÉQUIPE » : Vous contribuez à des réalisations remarquables en renforçant la confiance, le consensus et la cohésion. Vous faites preuve d’intégrité, de crédibilité et d’empathie. Vous donnez aux autres les moyens d’agir et exercez un leadership inclusif. Vous avez le courage d’aller au-delà de votre périmètre de responsabilités pour mener le travail à bien.</li> <li data-section-id="1rsvpyj" data-start="8903" data-end="9388" data-is-last-node="">« COMMUNIQUER POUR AVOIR UN IMPACT » : Vous communiquez avec clarté et honnêteté. Vous êtes reconnu comme un leader authentique, engagé et au service des autres, qui agit avec franchise et selon ses valeurs. Vous faites preuve d’ouverture aux autres points de vue, savez influencer efficacement et avez une bonne conscience de vous-même. Vous agissez en toute transparence et signalez rapidement les erreurs plutôt que de chercher à contrôler la façon dont elles sont présentées. </li> </ul> </div> </div> </div> </div> </div> </div> </section> </div> </div> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Our mission to positively impact people's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. As we continue to grow, we are excited to add a Team Lead, Retail Operations to our team.    OVERVIEW:  The Team Lead, Retail Operations leads a team of Customer Service Representatives responsible for the accuracy, timeliness, and service quality of order management for SharkNinja's retail accounts. This role combines hands-on quality oversight, coaching, and process improvement to reduce costs, prevent chargebacks, and protect fill rate and on-time delivery performance, while serving as a proving ground for future management roles within the department.    RESPONSIBILITIES:  Here are some of the EXCITING things you’ll get to do:  Quality Assurance and Oversight:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1">Conduct reviews on CSR order processing tasks to ensure accuracy and completeness. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="2" data-aria-level="1">Conduct daily revision of order file daily including shipment statuses, routing, and inventory or invoicing discrepancies. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="3" data-aria-level="1">Monitor email responses to ensure all inquiries are addressed within the designated timeframe. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="4" data-aria-level="1">Manage carrier compliance by sending required data to retailers on a weekly basis. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1">Review WHS pick slip reports for accuracy and action escalation. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="6" data-aria-level="1">Monitor appointment dates to prevent backlog and ensure timely rescheduling. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1">Validate small parcel shipments and carrier information transmission. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="8" data-aria-level="1">Ensure timely actioning of chargebacks nearing dispute deadlines. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1">Update Standard Operating Procedures (SOP) and training documents as needed. </li> </ul> Cross-Functional Collaboration:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="10" data-aria-level="1">Partner with Sales, Supply Planning, Commercial Planning, DC Operations, and EDI/IT to problem-solve order and shipment issues, escalate blockers, and keep the team on track to meet service and cost targets. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="11" data-aria-level="1">Serve as the primary point of contact between the team and cross-functional partners on day-to-day order management issues, ensuring timely follow-up and resolution. </li> </ul> Weekly Stand-Up Meetings:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="12" data-aria-level="1">Prepare for and lead weekly stand-up meetings. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="13" data-aria-level="1">Document meeting minutes and action items for distribution, with a named owner and a due date on every item. </li> </ul> Training and Development:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="14" data-aria-level="1">Play active role in on-boarding and training new hires. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="15" data-aria-level="1">Participate in designing and delivering training “refreshers” to team every 6 months (Oracle, PowerBI, HighRadius, Excel, approved AI tools). </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="16" data-aria-level="1">Provide training and guidance to team members with daily activities as needed. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="17" data-aria-level="1">Proactively find and create opportunities to get the best from every individual on the team; support each CSR’s growth plan. </li> </ul> Escalation Handling:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="18" data-aria-level="1">Assist the team with resolving escalations and complex issues. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="19" data-aria-level="1">Carry escalations to resolution rather than handing them off; own the outcome with the retailer, the DC, and the carrier until it closes. </li> </ul> Warehouse Projections:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="20" data-aria-level="1">Collaborate with other Team Leads and managers to generate warehouse projections daily to ensure efficient resource allocation (DC labor, dropped trailers, small parcel carrier capacity, etc.). </li> </ul> Audit Support:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="21" data-aria-level="1">Ensure CSRs are meeting audit deadlines and assist in locating missing documents. </li> </ul> Retailer Initiatives:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="22" data-aria-level="1">Identify and drive to completion retailer-level initiatives that will reduce costs, improve efficiencies, and increase service levels. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="23" data-aria-level="1">Quantify the impact of each initiative (cost avoided, chargebacks prevented, fill rate or on-time delivery points gained) and report results to the manager. </li> </ul> AI Tools and Process Automation:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="24" data-aria-level="1">Use approved AI tools in daily order management work: exception review on the daily order file, chargeback triage and dispute drafting, appointment and routing follow-up, and first-draft retailer correspondence Identify manual, repetitive steps in the order-to-cash flow and automation solutions to eliminate them; build and test the solution where the tooling allows. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="25" data-aria-level="1">Serve as the team’s day-to-day AI adoption point person: teach CSRs practical prompting, share what works, and raise adoption across the team. </li> </ul> ATTRIBUTES, SKILLS, & REQUIREMENTS:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="26" data-aria-level="1">Experience in order processing or customer service in a B2B retail environment </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="27" data-aria-level="1">Experience with Oracle ERP preferred but not required </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="28" data-aria-level="1">Demonstrated aptitude with AI tools (e.g., Claude, Microsoft Copilot, ChatGPT) applied to real work  - particularly for data review, and process automation - with the judgment to verify output before it is used or sent </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="29" data-aria-level="1">Willingness to learn and adopt new AI and automation tooling quickly, and to teach it to others </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="30" data-aria-level="1">Proven ability to develop innovative solutions for increased productivity </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="31" data-aria-level="1">Results oriented, focused on the outcome for the team and the company </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="32" data-aria-level="1">Strong interpersonal skills; able to effectively influence and lead others </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="33" data-aria-level="1">Strong Microsoft Excel skills </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="34" data-aria-level="1">Excellent communication skills both written and verbal </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="35" data-aria-level="1">Ability to work well under pressure in a fast-paced environment </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="36" data-aria-level="1">Well organized and able to manage competing priorities </li> </ul>   YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="37" data-aria-level="1">Leads us to be “RARELY SATISFIED”: Invests in and actively supports the team’s goals and growth. Rewards exceptional ambition, initiative, innovation, resilience, and performance. Demonstrates courage and resolve - carries on no matter the barriers or setbacks, and helps others do the same. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="38" data-aria-level="1">Make things better each day through “PROGRESS OVER PERFECTION”: Exhibits and expects an entrepreneurial spirit - resourceful, innovative, and focused on improvement. Owns team success and adaptiveness. Demonstrates confidence and eases others’ apprehension when direction changes. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="39" data-aria-level="1">Using your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”: </li> </ul> Brings order to an array of information and gets to the heart of the matter. Drives productive conflict by challenging thinking and the status quo, and asks the second- and third-order questions.  <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Deliver something great; “WINNING IS A TEAM SPORT”: Builds trust, consensus, and unity; demonstrates integrity, credibility, and empathy. Empowers others and practices inclusive leadership. Has the courage to cross out of their own swim lane to get the job done. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Be clear and honest, “COMMUNICATING FOR IMPACT”: Seen as an authentic, invested, and servant leader - genuine, upfront, and values-driven. Open-minded to other views and a capable influencer with strong self-awareness. Completely transparent; flags mistakes early rather than managing the message. </li> </ul>  <div class="content-pay-transparency"><div class="pay-input"><div class="description">Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.    The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, RRSP retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, free clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, referral bonus program, and more. </div><div class="title">Pay Range</div><div class="pay-range">$51,500—$89,700 CAD</div></div></div><div class="content-conclusion"><div> Our Culture At SharkNinja, we don’t just raise the bar—we push past it every single day.  Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home. What We Offer We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. Together, we won’t just launch products—we’ll disrupt entire markets.   At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.  Learn more about us:   <a href="https://sharkninja.com/dei"> </a><a href="https://www.instagram.com/sharkninja/">Life At SharkNinja</a>   <a href="https://www.youtube.com/playlist?list=PLmRfBxyGu_mKl9SF12lM1NAIx-z07uLNQ">Outrageously Extraordinary</a>  </div> <div> SharkNinja Candidate Privacy Notice <ul data-start="131" data-end="402"> <li data-start="131" data-end="224"> For candidates based in all regions, please refer to this <a href="https://www.sharkninja.com/candidate-privacy-notice.html">Candidate Privacy Notice</a>. </li> <li data-start="225" data-end="312"> For candidates based in China, please refer to this <a href="https://www.sharkninja.com/legal/candidate-privacy-notice-china.html">Candidate Privacy Notice</a>. </li> <li data-start="313" data-end="402"> For candidates based in Vietnam, please refer to this <a href="https://www.sharkninja.com/legal/candidate-privacy-notice-vietnam.html">Candidate Privacy Notice</a>. </li> </ul> </div> <div>   We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at <a href="mailto:[email protected]">[email protected]</a> </div></div>

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