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Order Management Representative
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Experienced (Non-Manager)
Industry: Packaged Goods
Job Category: Customer Service
Years Experience: 2-4 Years
Job Type: Full-time
Posting Date: January 24, 2024
Job Location:

Oakville, ON
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Job Description

ITW Global Brands Canada is a business unit of a $16B multinational company, Illinois Tool Works Inc.

Global Brands Canada is a leading marketer and distributor of core ITW brands including: Permatex, Rain-X, Spray Nine, Black Magic, Slime, Fast Orange, Fix-A-Flat, and Gumout.

The Order Management Representative supports customers in the retail, automotive, and industrial, channels. This role is responsible for all aspects of order processing from receipt of purchase order through to delivery. The Order Management Representative is the primary point of contact for customer order management including pricing, product availability, delivery information and product support.

Job Description

We are looking for a motivated, detail oriented, positive professional with excellent interpersonal skills and the ability to work well as a team and individually. The candidate must be a fast learner and be able to balance multiple tasks and deadlines. The candidate must be willing to learn data-driven job functions and be detail oriented as well as having strong problem-solving skills.

Essential Duties and Responsibilities:

  • Manage front-to-back customer service functions for assigned accounts.
  • Enter and process all incoming orders via EDI, web portals, e-mail, and telephone.
  • Responsible for all aspects of customer order transactions from order-entry to delivery.
  • Use customer specific web portals for order management and data-entry including purchase order retrieval, processing, order confirmation, ASN's, RPA's and invoicing.
  • Manage order compliance including dispute investigation and obtaining support documentation.
  • Cultivate a professional, positive working relationship with customers and sales team.
  • Work with inventory planners and supply chain to ensure product availability and on-time delivery.
  • Work with warehouse and operations staff to facilitate on-time delivery.
  • Data entry of new account information, product pricing and part number attributes.
  • Work with customers, sales, and finance to resolve order discrepancies, pricing, and other product issues.
  • Other duties as assigned.


  • Attention to detail and accuracy, organizational and prioritization skills.
  • Experience working alongside warehousing and logistics functions.
  • Experience with Enterprise Resource Planning (ERP) systems; JDE or Oracle is a plus.
  • Excellent written and verbal communication skills
  • Sound judgment and problem-solving skills
  • Demonstrated ability to work in a fast-paced team environment with rapidly changing priorities.
  • Ability to adjust quickly to new processes and procedures.
  • Proficient computer skills - MS Office (Outlook, Excel, etc.)


  • Post-secondary diploma or degree is preferred, high school diploma mandatory.
  • Minimum of 2-5 years of Customer Service experience.
  • English and French language is an asset.

Additional Information

ITW will consider several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education, training, and key skills.

This role will have the opportunity for a hybrid work-from-office and work-from-home schedule. The candidate must reside within an appropriate travelling distance of the company’s Oakville office. During the probationary and training period, the candidate will be required to work more often in the Oakville office.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

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