What You'll Do

Manage End-to-End Equipment Orders

• Act as the primary point of contact for all new equipment customer orders from order receipt through delivery and invoicing.
• Coordinate the complete fulfillment process for equipment sales, including large packages and project-based orders.
• Source and allocate equipment and attachments according to customer agreements and deal requirements.
• Coordinate equipment preparation activities with internal prep facilities and control tower teams, ensuring scope of work requirements are completed.
• Monitor order progress, identify potential delays, and proactively communicate solutions to stakeholders.
• Coordinate transportation and delivery of equipment to customers.
• Ensure all financing, credit approvals, freight arrangements, storage agreements, warranties, and other requirements are completed prior to invoicing and equipment scoring.

Provide Quoting Support

• Review and prepare custom equipment configurations and preparation costs for non-standard equipment orders.
• Create manual quotes for attachment-only transactions.
• Collaborate with quoting teams to request new or amended configurations when required.

Deliver an Exceptional Customer Experience

• Serve as the single point of contact for sales teams regarding customer order status and fulfillment updates.
• Proactively communicate order progress and critical milestones to customers and internal stakeholders.
• Investigate and resolve fulfillment challenges that may impact customer-required delivery dates.
• Build strong relationships with internal departments and external partners to ensure customer expectations are met.

Collaborate Across the Business

• Partner with Inventory Planning, Transportation, New Equipment Preparation, Procurement, Finance, and other cross-functional teams.
• Support branches and internal stakeholders by providing guidance on equipment fulfillment processes and best practices.
• Identify opportunities to streamline processes and improve overall supply chain effectiveness.

Maintain Tracking and Documentation

• Ensure customer orders, sales packages, deposits, invoices, and supporting documentation are complete and accurate.
• Maintain detailed records and tracking throughout the order lifecycle.
• Ensure compliance with company policies, procedures, and sales package requirements.

Support Continuous Improvement

• Participate in process improvement initiatives and special projects.
• Maintain and support standard operating procedures and fulfillment documentation.
• Provide backup support for team members during vacations, absences, and peak workload periods.

What We're Looking For

Key Competencies

• Strong customer focus with a commitment to delivering exceptional service.
• Excellent problem-solving and decision-making skills.
• Ability to manage multiple priorities and competing deadlines.
• Strong sense of accountability and ownership.
• Ability to work effectively in a fast-paced, high-volume environment.
• Collaborative team player who builds positive relationships across all levels of the organization.
• Innovative mindset with a passion for continuous improvement.
• Courage and confidence to address issues proactively and drive solutions.

Skills & Abilities

• Outstanding verbal and written communication skills.
• Strong organizational and time management abilities.
• Exceptional attention to detail and accuracy.
• Ability to analyze complex business issues and recommend solutions.
• Self-motivated and capable of working independently with minimal supervision.
• Empathetic and responsive to customer needs.
• Strong relationship-building skills with both internal and external stakeholders.

Qualifications

Education

• Post-secondary education in Supply Chain Management, Operations Management, Business, Industrial Engineering, or a related discipline.
• Equivalent combinations of education and relevant experience will also be considered.

Experience

• 3-7 years of experience in customer service, service administration, order management, supply chain, logistics, operations, or a related field.
• Experience managing complex customer orders and multiple stakeholders is strongly preferred.
• Experience with transportation, logistics, warehousing, contract management, sourcing, or inventory management is considered an asset.
• Experience with Caterpillar equipment or the heavy equipment industry is considered an asset.

Technical Knowledge

• Proficiency with Microsoft Office applications, including Excel, Outlook, and Teams.
• Experience working with ERP, order management, or inventory systems.
• Strong understanding of order fulfillment, supply chain, and customer service processes.

Why Join Us?

This is an opportunity to play a critical role in delivering industry-leading customer experiences by ensuring customers receive the right equipment, at the right time, with seamless coordination every step of the way. You'll work with a collaborative team, gain exposure across multiple areas of the business, and contribute directly to operational excellence and customer success.

Position Type: Permanent Full-Time
Schedule: Monday-Friday

Work Environment: Fast-paced, collaborative, and customer-focused

If you're passionate about customer service, operational excellence, and coordinating complex equipment orders from start to finish, we'd love to hear from you.