Supply Chain Operations, Senior Analyst

The SOP Analyst owns the customer order lifecycle end to end — from entry through fulfillment — ensuring accuracy, timeliness, and strong customer service for Mexico and LATAM. The role combines hands-on order management with reporting, KPI governance, and process improvement, partnering closely with Sales, Supply Chain, Logistics, Customer Service, Finance, and Distribution to keep order-to-cash running smoothly and drive continuous improvement.

Core Responsibilities:

Order Management

Manage the full order cycle in ERP systems (SAP or equivalent), from entry through delivery.

Validate pricing and policy compliance; resolve order blocks and transactional exceptions.

Coordinate order releases with warehouses and distribution partners.

Customer & Business Support

Act as the primary point of contact for Sales and Customer Service on order matters.

Support new customer onboarding and manage fulfillment escalations.

Coordinate with business process outsourcing (BPO) partners as needed.

Reporting & Analytics

Deliver daily, weekly, and monthly operational reporting; monitor KPIs and SLA performance.

Analyze order trends, backlog, and service levels; build dashboards for leadership visibility.

Support management presentations and business reviews.

Process Improvement & Collaboration

Identify automation opportunities and support standardization of regional procedures.

Maintain process documentation and participate in system enhancement projects.

Partner cross-functionally on business continuity, escalations, and revenue-impacting issues.

Bachelor's degree in Supply Chain Management, Business Administration, Industrial Engineering, Logistics, or a related field.

2+ years of experience in sales order processing, order management, supply chain operations, customer service operations, logistics coordination, or a related field.

Experience working with SAP or a comparable ERP system.

Advanced proficiency in Microsoft Excel, including data analysis, reporting, and problem-solving.

Experience with reporting and business intelligence tools such as Power BI, Tableau, or similar platforms.

Strong understanding of order-to-cash (O2C) processes and best practices.

Knowledge of KPI tracking, SLA management, and operational performance reporting.

Strong analytical and problem-solving skills with the ability to identify trends and recommend solutions.

Excellent verbal and written communication skills with the ability to collaborate across multiple functions.

High attention to detail and commitment to accuracy.

Customer-focused mindset with a passion for delivering exceptional service and support.

Ability to prioritize competing demands and manage multiple tasks in a fast-paced, deadline-driven environment.

Strong organizational skills with the ability to work independently and drive results.

Continuous improvement mindset with a focus on process optimization and operational excellence.

Compensation : $73,000 - $92,000 annually + bonus opportunity

Location : 8 Spadina Ave. Ste 2200, Toronto, ON M5V 0S8, Canada