Bilingual Supply Chain Customer Experience Associate - English & Cantonese Job Toronto Ontario Canada,Supply Chain/Logistics

We are looking for a Supply Chain professional responsible for ensuring exceptional service by managing the end-to-end Supply Chain process for business customers in Hong Kong.

This role involves managing communication between customers and Supply Chain teams, order processing, working with cross-functional teams to ensure product availability aligns with demand and ensure timely order fulfillment, addressing concerns and implementing improvements to streamline operations, and tracking key performance indicators, among other responsibilities.

Supply Chain Operations experience is essential for success in this role

This position will be based at our Fraser Headquarters in Downtown Toronto. You may need to work off-hours 10% of the time.

WHAT YOU’D BE DOING IN THIS ROLE

Manage replenishment operations for retailers and standalone stores, including placing orders, monitoring system-generated orders, conducting stock analysis, releasing and confirming orders.

Provide tracking numbers and ensure in-transit orders are delivered on time.

Prepare inventory and other operational reports for both customers and internal stakeholders.

Manage service and inventory levels during product launches and phase-outs, coordinating with internal departments and external partners.

Conduct root cause analysis for out-of-stock items and delivery discrepancies to meet DIFOT (Delivery In Full, On Time) KPIs.

Process claims and returns, coordinating with finance, inventory control, and logistics on return shipments.

Monitor and manage past-due orders, coordinating cancellations or re-orders with retail partners.

Coordinate order processing and shipments with 3PL providers.

Ensure compliance with SOX (Sarbanes-Oxley Act) regulations across business units.

Communicate clearly and effectively with customers in Hong Kong in both English and Cantonese (or Mandarin) to address service needs and provide ongoing support.

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

Bilingual in English and Cantonese (Mandarin is a plus); must be able to communicate professionally with customers in Hong Kong across written and verbal channels.

Solid understanding of warehousing, transportation processes, and end-to-end supply chain operations.

Minimum 3 years of customer service experience, preferably in the beauty, retail, or consumer goods sector.

Proven problem-solving skills and ability to work independently with a strong sense of ownership.

Strategic thinker with excellent time management skills and the ability to work under pressure and tight deadlines in a dynamic environment.

WHAT YOU’LL BE GAINING BY JOINING OUR TEAM

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.

6 months of paid time off for new parents (inclusive of all genders).

Work from anywhere 4 weeks per year.

A hybrid work model (for applicable roles).

Summer Friday’s - get off at 1pm all summer long! (for applicable roles).

Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.

Access to Development Grants & a Linked In Learning membership to help you keep growing and learning.

A generous discount on DECIEM products for you, your family, and your friends.


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