Customer Experience & Order Fulfillment Lead

About Workspace
48 Inc.
Website:

Workspace
48 is a growing North American commercial office‑furniture company serving customers across Canada and the United States through an established dealer network.

From our Woodstock, Ontario facility, we coordinate inventory, order fulfillment and distribution for a broad portfolio of workplace products, including office seating, desks and workstations, work surfaces, power and cable‑management products, privacy and acoustic solutions, lounge furniture and related workplace accessories.

We are looking for a highly organized, proactive and customer‑focused professional to lead the customer experience after an order has been placed.

The Opportunity (Job Summary)
The Customer Experience & Order Fulfillment Lead will own the customer experience from the point an order is handed off by Inside Sales through fulfillment and delivery.

Your primary objective will be to help Workspace
48 fulfill customer orders in full and on time and manage any exceptions. Many of our customers require available products to be prepared for shipment within 48 hours. You will monitor open orders, identify risks early and coordinate solutions when inventory shortages, supplier delays, product constraints or other issues could affect the customer’s requested delivery date.

When an order cannot be fulfilled as originally requested, you will take responsibility for ensuring that the customer and the Workspace
48 team understand the issue, the available options and the revised delivery expectations as soon as possible.

This is a hands‑on lead role without direct reports. You will work closely with our order‑management team, supply‑chain staff, warehouse and logistics teams, Inside Sales, designers and the Vice President of Operations. Success will require strong cross‑functional influence, sound judgment and the ability to move orders forward with your own initiative.

Key Responsibilities
Customer and Order Ownership
Serve as the primary point of contact for customers seeking information about open orders after the order has been placed.
Proactively communicate any change that could affect product availability, order completeness, shipment timing or delivery expectations.
Provide customers with clear, accurate and timely order‑status information without waiting for them to request an update.
Ensure customer commitments, requested delivery dates, approved changes and revised expectations are clearly documented.
Follow open issues through to resolution and confirm that the customer and internal stakeholders understand the outcome.
Manage difficult conversations professionally while maintaining the customer’s confidence in Workspace
48.

Order Execution and Exception Management
Review open orders and fulfillment requirements daily to identify shortages, timing risks, incomplete information and other potential obstacles.
Work with the order‑management team to understand exceptions and help resolve issues without disrupting their day‑to‑day order‑processing responsibilities.
Coordinate with Purchasing and Supply Chain to confirm current inventory availability, incoming product status, expected recovery dates and supplier commitments.
Determine the practical effect of shortages or delays on each affected customer order.
Develop workable fulfillment options, which may include:  Substituting another colour or finish.
Providing an alternate size or configuration.
Recommending a comparable product that meets the same customer need.
Accessing non‑standard or incoming inventory where appropriate.
Adjusting shipment or delivery timing with customer approval.
Escalating logistics or supply issues when intervention may improve the outcome.

Present alternatives clearly and obtain the necessary customer approval before…