Coordonnateur(trice) des opérations, gestion des commandes / Operations Coordinator, Order Management in Montréal

About Us

SharkNinjais a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeople's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proventrack recordof bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinjato enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than4,100associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.

At SharkNinja, we're building an AI-native culture. We're not waiting for the future; we're creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what's possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn't been invented yet, you'll fit right in.

-----------------------------------------------------------------------------------------------------

Overview

The Operations Coordinator manages the end-to-end order lifecycle for assigned retail accounts (Walmart, Amazon, Costco, Best Buy, Target, etc.), from purchase order receipt through shipment confirmation and invoicing. This role supports accurate, timely, and compliant fulfillment while protecting fill rate, on-time delivery, and the customer experience.

The coordinator combines hands-on order processing with inventory analysis, exception resolution, and cross-functional coordination. Working closely with Sales, Demand Planning, Finance, Logistics, IT, third-party logistics providers (3PLs), carriers, and retail partners, the coordinator resolves issues that could delay shipments, create deductions, or affect revenue.

The role requires independent judgment within established business guidelines, clear escalation of risks, and continuous improvement through effective use of systems, reporting, automation, and AI-assisted tools.

Responsibilities

Order Management and Account Ownership

• Manage assigned retail accounts or order streams from purchase order receipt through order entry, inventory reservation, warehouse release, shipment confirmation, and invoicing.
• Validate order details, including pricing, item setup, quantities, inventory availability, shipping requirements, and customer delivery windows.
• Process EDI and non-EDI orders, including replenishment, promotional, event, display, direct-to-store, prepaid, and direct import orders, as applicable.
• Reconcile incoming orders and system transactions to identify missing, rejected, duplicated, or incomplete records.
• Maintain accurate order statuses, shipping details, and cancellation reason codes across internal systems and retailer platforms.
• Provide backup coverage and complete clear handovers to maintain service continuity.

Inventory Analysis and Fulfillment Planning

• Review available inventory, allocations, inbound shipments, and warehouse transfers against customer demand and shipping deadlines.
• Identify shortages and recommend transfers, alternate shipping locations, revised shipment timing, partial shipments, or cancellations.
• Coordinate with Demand Planning and Logistics to resolve allocation constraints and inventory availability issues.
• Obtain Sales direction when limited inventory requires prioritization across customers, promotions, or order streams.
• Execute approved fulfillment decisions and document the reasons for shortages, partial shipments, and cancellations.

Cross-Functional Issue Resolution

• Investigate and resolve pricing discrepancies, item setup issues, order holds, missing routing instructions, and system errors.
• Coordinate pricing corrections with Sales, inventory decisions with Demand Planning, hold releases with Finance, and system fixes with IT.
• Track outstanding issues through resolution, communicating business impact, required actions, owners, and deadlines.
• Escalate risks promptly when decisions or corrective actions fall outside established authority.
• Maintain responsive, professional communication with retailers and internal stakeholders.

Routing, Transportation, and Warehouse Coordination

• Submit routing requests through EDI or retailer portals and process carrier assignments, load details, and shipping instructions.
• Prepare or validate routing files, shipping labels, bills of lading, and other required documentation.
• Coordinate warehouse order releases, shipment readiness, carrier appointments, and pickup requirements.
• Monitor warehouse receipt and processing of order transmissions and investigate missing shipment confirmations.
• Escalate missed pickups, scheduling conflicts, capacity constraints, load discrepancies, and delivery risks.
• Prepare shipment projections and highlight inbound or transfer dependencies to support warehouse and transportation planning.

Compliance, Chargebacks, and Financial Support

• Monitor EDI, shipment confirmation, and advance shipping notice (ASN) errors and coordinate corrective action.
• Validate retailer requirements for labeling, packaging, pallet configuration, shipping documentation, and delivery.
• Research chargebacks, deductions, and rejected disputes with Finance, Sales, and warehouse partners.
• Gather supporting evidence, identify root causes, and contribute to dispute resolution and preventive actions.
• Support invoice reconciliation and manual invoicing where required, investigating shipment and billing discrepancies.
• Support peak-season and period-end shipment priorities while maintaining order accuracy and compliance.

Reporting, Documentation, and Continuous Improvement

• Maintain open-order reports with current statuses, risks, expected shipment dates, and required actions.
• Prepare regular summaries of fulfillment performance, cancellations, backlog, and operational exceptions.
• Participate in order reviews with Sales and cross-functional partners to confirm priorities and resolve outstanding issues.
• Create and maintain clear standard operating procedures and support training and knowledge sharing.
• Use approved AI-assisted tools and automation to improve order validation, exception identification, reporting, and repetitive workflows.
• Validate automated outputs and recommend process improvements that reduce manual effort, prevent errors, and improve fulfillment performance.

Decision Authority

• Make routine order release, partial shipment, and cancellation decisions within approved pricing, inventory, allocation, and customer requirements.
• Determine appropriate cancellation reason codes and initiate operational tickets and escalations.
• Recommend inventory transfers, alternate fulfillment options, and shipment recovery actions.
• Escalate pricing changes, competing inventory priorities, financial hold releases, freight exceptions, and chargeback positions with financial impact to the appropriate decision-makers.

Attributes & Skills

• Strong attention to detail, accuracy, and ownership.
• Working knowledge of retail order management, order-to-cash processes, inventory concepts, and EDI transactions.
• Proficiency with ERP order management systems, preferably Oracle, and ability to learn retailer portals and routing platforms.
• Intermediate to advanced Microsoft Excel skills; familiarity with reporting and business intelligence tools is an asset.
• Strong analytical and problem-solving skills, with the ability to assess fulfillment options under tight deadlines.
• Ability to work independently, manage competing priorities, and collaborate effectively across functions.
• Clear communication and follow-through with retailers, warehouses, carriers, and internal stakeholders.
• Ability to work under pressure in a fast-paced environment.
• Comfort using approved AI and automation tools, with the ability to validate results and apply sound judgment.
• Results-oriented approach and commitment to continuous improvement.
• Strong written and verbal communication skills in English and French.

Education & Experience

• University degree, preferably in Commerce, Business, Supply Chain, or Operations, or equivalent relevant experience.
• Minimum of three years of experience in order management, customer or account operations, or supply chain operations in a retail, wholesale, or B2B environment.
• Experience supporting major retail accounts and EDI-based order flows.
• Experience with retailer routing, fulfillment, and compliance requirements is a strong asset.
• Experience coordinating with warehouses, 3PLs, transportation providers, and cross-functional teams.
• Exposure to automation, AI-assisted workflows, or data-driven process improvement is an asset.

Salary and Other Compensation:

The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, RRSP retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, free clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, referral bonus program, and more.

Pay Range

$39,000 - $78,700 CAD

Our Culture

At SharkNinja, we don't just raise the bar- we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you'll be right at home.

What We Offer

We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. To gether, we won't just launch products- we'll disrupt entire markets.

At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com