Order Processing & Invoicing Representative

Position:
Order Processing & Invoicing Representative

Pay Range: $42,000 – $45,000

Location:

Markham, Ontario

We are looking for an Order Processing & Invoicing Representative to join our scaling organization and help us manage customer requests.

• Monitor email and sales platforms for incoming orders, quote requests, stock inquiries, and customer communications.
• Process, modify, and manage sales orders, credits, returns, replacements, and invoicing within the company ERP system (Net Suite/SAP or similar).
• Process customer payments and maintain accurate account records, adjusting details as necessary.
• Serve as the primary point of contact for assigned B2B retail and distribution accounts, delivering exceptional service via email and inbound/outbound calls.
• Manage the full customer order lifecycle, including order confirmation, tracking, delivery follow‑up, and post‑sales support.
• Investigate and resolve issues related to shipping delays, product defects, shortages, pricing discrepancies, and account concerns in a timely and professional manner.
• Collaborate closely with Sales, Client Services, Logistics/Distribution, Finance, and Product teams to ensure order accuracy, compliance, and fulfillment within service‑level agreements.
• Coordinate special customer requests with internal and external stakeholders.
• Build and maintain strong, long‑term relationships with B2B customers to foster loyalty and repeat business.
• Maintain detailed records of customer interactions, issues, and resolutions within the ERP and CRM systems.
• Identify recurring customer concerns or operational inefficiencies and provide improvement recommendations to leadership.
• Stay current on product updates, industry regulations, and compliance requirements to provide accurate guidance to customers.
• Support internal initiatives, cross‑functional projects, and other duties as assigned by the Manager/Team Lead.

Need to be an agile team player to be able to work in a very quick‑paced industry we operate in. The individual needs to be highly dependable and takes pride in completing routine quickly and accurately simultaneously striving to provide the best possible service to our valued customers. While completing assigned projects and tasks is expected, self‑initiative, curiosity and a willingness to provide improvement suggestions based on sound research will be an immense asset.

• Minimum 1 year experience in an order processing or client‑service‑related role.
• Post‑secondary education is an asset.
• Experience in a wholesale / distribution organization is preferred.
• Experience using an enterprise resource planning software. Net Suite skills is preferred.
• Proficiency with Microsoft office suite tools.

Pacific Smoke International is an equal opportunity employer and encourages all qualified candidates to apply. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process.