POSITION TITLE: Customer Order & Scheduling Analyst
HEAD OFFICE LOCATION: Waterloo, Ontario, Canada
SALARY RANGE: Based on experience and qualifications
WORK SCHEDULE: Full-time, day shift
REPORTS TO: Order Management Supervisor
PERKS & BENEFITS: Comprehensive benefits program including health, dental, vision, paramedical, emergency travel assistance, group life insurance, critical illness, employee family assistance program, group RRSP with company matching, company events, employee wellness programs, casual dress code, flexible schedule, profit-sharing program, involvement in company teams (social committee, JHSC, etc.), training and development opportunities, tuition reimbursement options.
VACANCY STATUS: Current vacancy
PRODUCT REFERENCES: https://septimatech.com https://www.youtube.com/@SeptimatechGroupInc

POSITION PURPOSE:

Are you passionate about operational efficiency and delivering top-tier customer service?
We are seeking a detail-oriented, proactive Customer Order & Scheduling Analyst to join our Order Management Team. This cross-functional role is crucial for ensuring a seamless flow of our engineered-to-order (ETO) products, from customer purchase order (PO) receipt through final delivery and installation. If you thrive in a fast-paced, collaborative environment and enjoy being at the intersection of customer needs and internal execution, this could be the perfect fit.
As our Customer Order & Scheduling Analyst, you’ll be the central link connecting customer expectations with our internal departments including Sales, Engineering, Manufacturing, and Field Service. You’ll blend customer service, order entry, and scheduling support to ensure orders are processed accurately, timelines are meticulously tracked, and products are delivered on time, every time.
You’ll collaborate closely with the Order Management Supervisor and Production Scheduling Coordinator to maintain lead time visibility, manage job progress, and proactively resolve any issues that could impact schedule adherence or customer satisfaction. Success in this role hinges on your exceptional attention to detail, crystal-clear communication, and robust cross-functional coordination. You’ll also play a key part in fostering strong customer relationships, consistently delivering high standards, and ensuring we get the job done “Right the First Time.”

WHAT YOU WILL DO:

• Accurately convert customer quotes (purchase orders) into sales orders by creating complete and accurate job folders, ensuring all details are validated and discrepancies are resolved in coordination with Sales, Quoting, and the Customer.
• Validate customer purchase orders and issue Order Confirmations (OCs) with a high level of accuracy.
• Process Reworks, ensuring proper approvals are obtained and rework folders are created and maintained.
• Communicate directly with customers via phone and email to provide timely updates on order status, shipping, and delivery timelines.
• Serve in a support role to internal stakeholders by ensuring customer requirements are clearly understood and properly communicated.
• Monitor and maintain order scope throughout the job lifecycle, ensuring alignment with on-time delivery goals and customer expectations.
• Document and manage any changes to order scope, including obtaining approvals and communicating updates internally and externally.
• Coordinate and manage customer-supplied information, ensuring all required inputs are requested, validated, and logged.
• Respond promptly to customer inquiries, proactively resolve potential issues, and escalate concerns when necessary.
• Manage and follow up on “on-hold” work-in-progress items to ensure timely resolution.
• Coordinate container sample requests, including labeling, storage, and disposal.
• Support the continuous improvement of order management and customer service processes, with a focus on efficiency, accuracy, and customer satisfaction.
• Assist in developing and refining best practices, tools, and procedures that support streamlined customer order management.
• Provide backup support for general Order Management activities as needed.
• Maintain and communicate current lead time documentation to internal stakeholders.
• Generate, update, and analyze production scheduling reports to support planning activities.
• Work collaboratively with the Order Management Supervisor and Production Scheduling Coordinator to support the creation and maintenance of production schedules for customer orders, stock replenishment, and repeat jobs.
• Provide backup coverage for scheduling functions during vacations or as needed.
• Assist in identifying potential scheduling delays or capacity issues and communicating with the appropriate internal teams to support on-time delivery
• Please note that the duties, skills, and requirements in the posting are common to the role and do not represent an exhaustive list of tasks and duties. Some of the items may be subject to change based on the needs of the business and job function.