Customer Fulfillment Specialist

Job summary

Respond to customer inquiries, process and track orders, resolve issues in coordination with internal teams, and follow up on open cases to meet service level agreements. Maintain accurate records and support reporting, system updates, knowledge sharing, and continuous process improvement.

Job details

Welcome to Cascades! Bring your expertise to a people-first, dynamic environment where your ideas come to life and excellence shapes everything we do. Join SAMANTHA SAMUEL's team as a Customer Fulfillment Specialist in Vaughan and help build a more sustainable future. What’s In It For You Taking care of our people is in our nature - so you’ll enjoy: Annual salary between $52,000 and $61,000 Profit sharing and an employee share purchase plan A hybrid work model: 3 days in office, 2 days remote A full range of benefits: group insurance, telemedicine, and an employer-supported retirement plan An annual allowance to spend on goods and services of your choice A yearly wellness program and employee assistance program A collaborative, respectful, and people-centered workplace Your Role As Customer Fulfillment Specialist, you’ll take on real challenges that bring out your full potential. Your Scope Includes Respond to customer inquiries via phone, email, and internal systems, ensuring timely, professional, and accurate communication Process, track, and update customer orders while maintaining a high level of accuracy Troubleshoot and resolve customer issues, coordinating with internal teams such as logistics, billing, and fulfillment Monitor open cases, follow up on pending requests, and ensure resolution within established service level agreements (SLAs) Maintain accurate documentation of customer interactions, requests, and resolutions Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements Support reporting, system updates, and team knowledge sharing as needed What You Bring You're a natural fit for Customer Fulfillment Specialist if you have: Experience in customer service, order management, or a similar client-facing role Strong communication skills with the ability to manage customer interactions professionally and effectively Excellent organization and time management skills, with the ability to handle multiple priorities Problem-solving abilities and a proactive approach to resolving issues Attention to detail and accuracy in processing orders and maintaining records Ability to collaborate cross-functionally with internal teams Comfort working with CRM systems and order management tools If you bring the same care to who you are as to what you do, we’d love to meet you! Apply now and join our team as Customer Fulfillment Specialist in Vaughan. Cascades values diversity and inclusion and considers all applications equitably. This posting is for an active vacancy within our organization.

What you’ll do

Respond to customer inquiries, process and track orders, resolve issues in coordination with internal teams, and follow up on open cases to meet service level agreements. Maintain accurate records and support reporting, system updates, knowledge sharing, and continuous process improvement.

Requirements

Candidates should have experience in customer service, order management, or a similar client-facing role, along with strong communication, organization, and time-management skills. They should be detail-oriented problem-solvers who can collaborate across teams and use CRM systems and order management tools.

Benefits

• Profit Sharing
• Employee Share Purchase Plan
• Hybrid Work Model
• Group Insurance
• Telemedicine
• Employer-Supported Retirement Plan
• Annual Goods and Services Allowance
• Wellness Program
• Employee Assistance Program

Listed skills

• Customer service · Preferred
• Organization · Preferred
• Time management · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Cross-Functional Collaboration · Preferred
• CRM Systems · Preferred
• case management · Preferred
• issue resolution · Preferred
• Documentation · Preferred
• Process Improvement · Preferred
• Reporting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Order Management
• Customer Communication
• Organization
• Time Management
• Problem-Solving
• Attention to Detail
• Cross-Functional Collaboration
• CRM Systems
• Order Management Tools
• Case Management
• Issue Resolution
• Documentation
• Process Improvement
• Reporting

Job areas

• Customer Service & Support
• Logistics
• Manufacturing

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