Team Lead, Retail Operations Order Management (AI)

Location: Montréal, Quebec, Canada

Annual salary: $51,500–$89,700 CAD

Company

hirify.global is a global product design and technology company behind the Shark and Ninja consumer product brands, with products sold through retailers, online channels, and distributors worldwide.

What you will do

• Lead Customer Service Representatives responsible for accurate, timely, and high-quality order management for retail accounts.
• Review order files, shipment statuses, routing instructions, inventory and invoicing discrepancies, carrier compliance, pick-slip reports, delivery appointments, small-parcel shipments, and chargebacks.
• Partner with Sales, Supply Planning, Commercial Planning, Distribution Center Operations, and EDI/IT to resolve order and shipment issues.
• Lead weekly stand-up meetings, document action items, support onboarding and training, and coach team members on daily activities and development plans.
• Own escalations through resolution with retailers, distribution centers, and carriers; support audits and daily warehouse resource projections.
• Drive retailer initiatives, quantify cost savings and service improvements, and use approved AI tools to review exceptions, draft disputes and communications, and identify, build, and test process automation.

Requirements

• Experience in order processing or customer service in a B2B retail environment.
• Demonstrated ability to use AI tools such as Claude, Microsoft Copilot, or ChatGPT for data review and process automation, including verifying outputs before use.
• Willingness to quickly learn, adopt, and teach new AI and automation tools.
• Proven ability to develop innovative productivity solutions and focus on team and company outcomes.
• Strong interpersonal, influencing, leadership, written, and verbal communication skills.
• Strong Microsoft Excel skills.
• Ability to work under pressure in a fast-paced environment and manage competing priorities with strong organization.

Nice to have

• Experience with Oracle ERP is preferred but not required.

Culture & Benefits

• Results-oriented culture focused on ambition, initiative, innovation, resilience, continuous improvement, inclusive leadership, and transparent communication.
• Medical, dental, and vision insurance; RRSP retirement plan with matching; life, AD&D, and disability insurance.
• Paid time off, company holidays, mental health support, employee assistance program, tuition reimbursement, wellness reimbursement, product discounts, and referral bonus program.
• Employee stock purchase program and learning programs supporting personal and professional growth.
• Commitment to diversity, equity, inclusion, authentic participation, and career acceleration.