Order Processing & Invoicing Representative

Position: Order Processing & Invoicing Representative

Pay Range: $42,000 – 45,000

Location: Markham, Ontario

Do you believe that a company’s success depends on its people? If so, PSI is the place for you! PSI is nothing without the people who build, design, and support it. We’re looking for Order Processing & Invoicing Representative to join our scaling organization and help us manage customer requests.

At Pacific Smoke International, our mission is to help people quit smoking by providing safer alternatives to traditional cigarettes. As the leading distributor of electronic vaporizers and award-winning vaping products in Canada, we've made significant progress since our founding in 2013. However, we have much more to accomplish for our customers, and we're looking for a culturally aligned Order Processing and invoicing Representative to join our dynamic team in Markham.

In this role, you’ll be focused on processing customer’s orders in a timely matter to keep up with customer’s demand and in accordance with our service-level agreement. Servicing customers by providing product and service information and to resolve immediate order problems.

Responsibilities:

• 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 (NetSuite/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.

The Order Processing & Invoicing Representative will

Need to be an agile team player to be able to work in a very fast-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.

To be successful you should have:

• 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. NetSuite 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.