Customer Service Representative

Panasonic Canada Inc. is currently looking to hire a Customer Service Representative to process customer orders for electric works and other LDS product categories. The role involves maintaining customer accounts, preparing documentation, and providing support for internal contacts and other duties as assigned.

Responsibilities

• Process customer orders using detailed departmental programs, prepare all associated documentation (including special pricing, delivery arrangements and other order processing details), track special price programs, promotions, stock availability and advise customers and internal staff of back orders
• Handle special customer requests regarding product orders, back-order information and delivery schedules. Processes orders received via phone, email and EDI and maintains appropriate back up and files
• Ensure appropriate customer order data relating to account information, item/quantities, distribution methods, payment modes and other delivery terms is entered to SAP
• Advise customers at point of order processing and at regular intervals of order status and anticipated delivery dates to ensure customer satisfaction
• Prepare purchase orders in SAP based on sales order requirements and special pricing
• Send purchase orders to local vendors and monitor placement through vendor portal
• Create and maintain master data load sheets, info records and source lists for procured products
• Coordinate with factory and local vendor to meet special pricing and customer delivery requirements
• Track delivery dates and align orders with local supplier schedules
• Support inventory procurement and ensure purchasing aligns with safety stock requirements
• Partner with Product Managers to maintain appropriate inventory levels and product models
• Investigate any customer invoicing problems relating to pricing errors, price protection, customer rebates, spiffs, special pricing claims, short shipments, freight claims and correct any discrepancies in accordance with PCI pricing policies and procedures
• Maintain and monitor account credit/debit charges relating to customer accounts in accordance with established policies and procedures and enter pertinent account adjustments (including explanation of credit/debit request to facilitate approval by accounting)
• Process scheduled and unscheduled customer returns and create appropriate documentation for all credit/debit transactions for future verification and audit requirements
• Provide coverage for other Industrial Electric Devices (IED) areas and duties due to illness or vacation or workload. These duties may include responding to, or forwarding incoming calls, receiving, entering and confirming orders
• Maintain a broad knowledge of the areas, product lines, accessories, and individual functions in order to assist customers
• Act as inside support and assist with inquiries for a variety of internal contacts such as account managers, marketing, demand planning, distribution, warehouse, and finance staff
• Source customer information details relating to account status, distribution status and any other sales related issues. Provide customer information to internal account managers if required
• Provide stock availability reports and other ad hoc reports
• Assist with other general administration duties as required

Skills

• High School Diploma with 1 year of related work experience
• Working knowledge of Microsoft Office including Microsoft Excel
• Excellent problem-solving skills to resolve customer order disputes and maintain good customer relations
• Ability to build strong relationships with internal and external stakeholders
• Be able to communicate effectively with customers and internal teams
• Experience with SAP ECC or SAP SD would be an asset
• Written and spoken proficiency in French Language will be an asset

Benefits

• Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
• Panasonic Retirement Pension Plan (RPP/DCPP)
• Group Retirement Savings Plan (RSP)
• Generous Parental Leave Top Up
• Education Assistance Program/ Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program - Paid Time Off for Volunteer Days
• Onsite Events!
• And many more benefits & perks

Company Overview