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Manager, Order Management

Burnaby, BC Remote
Full Time
7 days ago

About Us:
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 300 staff, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. 

To find out more about Microserve, click here.

Position Summary:
Microserve is looking for a Manager, Order Management to join our remote team. This role can be done remotely anywhere in Western Canada. The Manager, Order Management reports into the Director of Procurement. The successful candidate must be able to excel in a fast-paced environment and have a proven record of accomplishment around managing high volumes of work through a team. 

The Manager, Order Management will be a leader of leaders. Directly reporting into them will be two Order Management, Team Leads who direct the day-to-day work of their respective teams. They will be responsible for providing daily leadership to the Team Leads who are responsible for overseeing the day-to-day work involved around accepting, monitoring and fulfillment of inbound orders supporting various clients in our business.  

S/He will maintain contract related inventory levels and contribute to help maintaining appropriate levels of inventory by managing customer provided forecasts which their Team Leads will provide reporting on. S/He will also be accountable to produce transactional, inventory and asset reporting as required for clients supported by the Order Management Team.

The Manager, Order Management will have strong interpersonal and verbal skills. S/He must have a good understanding of Order Management and Supply Chain.  This individual will act as a key member of the leadership team by providing leadership and expertise within the department. 

What you will do: 

  • Become the undisputed subject matter expert of the Order Management process from beginning to end, including any and all interconnections with related business processes

  • Manage the daily execution of the Order Management team, Team Leads which is responsible for the timely and accurate processing of orders

  • Drive order processing accuracy to 99.95%

  • Build reporting and dashboards needed in partnership with our Business Process Team to effectively monitor the performance of the OM process

  • Ensure that exceptions are identified and handled in a timely manner, but more importantly, identify their root cause and put in place solutions and safeguards

  • Define and implement order management strategies that take into account the capability and capacity in order to achieve high on-time customer service along with budgeted cost goals

  • Define the business requirements for the future state version of Order Management based on Microserve business objectives 

  • Supporting the hiring and training of the larger Order Management teams  

  • You manage with a coach mindset 

  • Manage day to day relationships with vendors who are part of the Order Fulfillment process, especially our warehouse and vendors 

Key Responsibilities: 

  • Responsible in providing coaching and training to staff 

  • Responsible for creating training plans for new team members in partnership with Team Leads 

  • Responsible for ensuring the timely accurate processing of all orders, RMAs and customer queries 

  • Accountable to ensure that there are appropriate order flow with the compliance to organizational policies 

  • Lead escalations and communications with the finance department to resolve invoice and pricing issues 

  • Responsible to monitor and evaluate all orders and sales processes  

  • Working with the Director of Procurement in the management of client provided hardware forecast 

  • Act as a point of escalation if there are any order pick-pack issues  

  • Maintain and update company processes to manage time and accuracy of order processing 

  • Be a point of escalation for customer service issues. 

  • Maintain best practices in documenting customer price lists and specific order management and reporting requirements 

  • Maintain best practices processes for maintaining order processing records including customer Purchase orders, change orders, and order clarification communication 

  • Reporting: Keep Director of Procurement informed by preparing reports, creating presentations, interpreting information, and making recommendations. Report issues immediately as it can have a critical impact on the order flow. 

  • Ensuring customer facing reports are accurate and delivered on time 

  • Provide leadership to Team Leads 

  • Provide support in the daily supervision of their Team Lead Teams 

  • Coach and mentor the broader Order Management Team  

  • Support all performance management concerns and conversations with their Team Leads   


  • 3+ years relevant experience in order management  

  • Minimum 2 years experience in leading a team 

  • Post-secondary education  

  • Bachelor’s degree in Operations, Supply Chain, Industrial Engineering or related Business degree is considered an asset 

  • Must be familiar with MS Office applications (i.e. Outlook, Excel and Word) 

  • Advanced MS Excel experience required 

  • Experience with ERP or CRM tools 

  • Strong analytical and critical thinking skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvement 

  • Rigorous attention to detail, with the drive and attention required to achieve 99.95% order accuracy 

  • Highly organized with the ability to drive high level strategic thinking while also rolling up your sleeves to get the job done with a focus on issue resolution 

  • A strong communicator with a commitment to quality. You deliver detailed information in a clear and concise way. You remain open to feedback and ask questions when expectations seem uncertain 

  • You manage and develop direct reports with a player-coach mindset 

Information Technology