Order Specialist

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking an Order Specialist who will ensure all customer orders are completed within strict SLAs and to the highest standard of satisfaction. In this role, you will act as a critical checkpoint for accuracy in the order cycle, utilizing Salesforce and carrier systems to manage everything from new device requests to complex migrations. If you love technology, have a meticulous eye for detail, and are keen to join an industry leader — we would love to hear from you!

As an Order Specialist, your key area of responsibility will be facilitating the end-to-end order lifecycle with total precision. This includes processing warranty RMAs, managing rate plan changes (terminations, reactivations, and suspensions), and creating new customer accounts and databases. You will be responsible for maintaining strict service level agreements (SLAs) while documenting every step of the journey within Salesforce. You will need to work closely with internal departments such as Accounts Receivable, EFM Specialty, and Fulfillment, as well as Geotab’s various carrier and wireless partners.

To be successful in this role, you will be a highly organized communicator who thrives under pressure and can respond quickly to fast-changing priorities. You are a team player who is comfortable in a flat organization and can engage effectively with stakeholders at all levels. In addition, the successful candidate will have strong technical competence and analytical skills, specifically with the Google Suite (including X-lookups and pivot tables in Sheets) and CRM systems like Salesforce. You should possess a natural ability to identify customer needs, resolve complaints professionally, and manage multiple complex tasks simultaneously to ensure timely results.

• Receive and check incoming tickets for accuracy on all orders. 
• Maintain proper SLA’s for all interactions. 
• Provide assistance relating to the ordering process via chat, email, and phone calls.
• Collaborate with internal departments when needed on a case by case basis. (i.e geoorders, EFM Specialty, and Fulfillment)
• Process Warranty RMA Orders and Sales Returns for customers.
• Process Pro Active Automotive Alert - Flash Failure RMAs for Direct Customers and EFM. 
• Complete terminations, reactivations, suspensions, and other rate plan changes for supported customers. 
• Complete bulk orders for partners. 
• Complete Pilot requests for EFM. 
• Create accounts for new customers.
• Create new customer databases and add users.  
• Complete Partner Clean up and Migration Projects. 
• Manage devices in customers’ databases. 
• Collaborate with Accounts Receivable to complete partner transfers
• Locate products using software applications. 
• Keep records of all orders and document accurately what has been completed on all tickets. 
• Complete the ordering process for new devices, accessories and integrated products. 
• Enter order information into applicable order websites, create and update customers’ databases and document any changes made within the Salesforce case.
• Accurately update customer and partner account pages when necessary. 
• Learn, complete and understand ongoing new carrier processes as they are established, fleet management industry and overall usage of telematics within a particular vertical market.