**Overview** Panasonic Canada Inc. is currently looking to hire for the position of **Customer Service II.** Ensures the timely and accurate processing of computer configuration sales orders for dealer and distribution accounts to support growth of sales revenue. Provides timely and accurate information to dealers and account managers concerning products, shipments, pricing and availability via phone, email, fax and mail. General responsibilities include processing of all dealer orders, maintaining credits and returns processes, prioritizing and processing distribution of products, monitoring of stock/replenishment levels and back orders. This is a full-time position. This position is hybrid. Any office-based work will be performed from our Mississauga office at Ambler Drive. **Responsibilities** + **Order Processing** : + processes dealer, direct and distributor configuration orders from across Canada according to detailed departmental programs. Prepares all associated documentation including special pricing, delivery arrangements and other order processing details. + Monitors and tracks special price programs or promotions (ie. Volume Rebates). Monitors stock availability and advises customers and internal staff of backorders. Allocates distribution of products upon arrival based on pre-determined criteria and/or upon advice of management. Handles special customer requests regarding product orders, back-order information and delivery schedules. + Orders received via phone, fax, email, EDI, or dropped off by the Sales Managers. Ensures appropriate customer order data relating to account information, item/quantities, distribution methods, payment modes and other delivery terms is entered to SAP. + Runs reports to verify data entered and follows up with dealers, management, finance or other internal contacts to correct any customer order issues. Provides customer service support to all CDSD product groups in regard to all order related topics/issues. + **Account Support:** + Tracks order status, monitors stock and replenishment levels. Maintains and regularly updates Access database with pertinent details. Coordinates with Service and/or Quality Assurance team to ensure all items available for conversion. + Advises Dealers of any availability issues. Processes return authorizations in cooperation with the Service Department and Warranty product orders. + **Invoice Maintenance** : + Investigates any dealer invoicing problems relating to pricing errors, price protection, dealer rebates, spiffs, special pricing claims, short shipments, freight claims. Corrects any discrepancies in accordance with PCI pricing policies and procedures. Maintains and monitors account credit/debit charges relating to accounts in accordance with established policies and procedures. + Enters pertinent account adjustments, including explanation of credit/debit request to facilitate approval by accounting. + Creates appropriate documentation and maintains log of all credit/debit transactions for future verification and audit requirements. + **Sales Support:** + Acts as inside support for a variety of internal contacts such as account managers, marketing, demand planning, distribution and finance staff. Supports internal account managers with enquiries by providing current and detailed customer information. + Sources customer information details relating to account status, distribution status and any other sales related issues. + Updates customer master files provides back order reports by customer (weekly and/or monthly) and other ad hoc reports to key account managers to facilitate Account Manager's forecasting requirements. + Follows up on any discrepancies relating to account inventory levels. Follows up with factory and parts groups relating to inventory levels and discontinued items. Supports Manager in preparation of inventory data for monthly forecasting and reporting purposes. + Provides backup for other administration order desks for vacation purposes. Maintains and updates filing of records on daily basis. **Qualifications** + High School education - 2 years related experience. Knowledge of computer hardware configuration. + Intermediate knowledge using Microsoft Office software- specifically Excel, Access, Outlook, Word, Windows & EDI. Working knowledge of order processing using SAP. + Requires analytical thinking to identify and resolve customer complaints. Routinely identifies potential solutions from an existing list of alternatives e.g. assist customers in finding supplies, locating dealers and correctly routing calls for other Panasonic product by asking questions. + Requires intermediate level of product knowledge and applications to assist customers with parts and accessory order placement. + Excellent written and verbal communications skills are required. Communicates to a variety of internal and external contacts to meet customer demands (e.g. account managers, marketing managers, demand planners, warehouse staff, accounting, credit, customer buyer contacts). + Majority of the communication requires courteous and timely sharing of customer information - ability to tactfully explain backorder situations and delivery priorities is essential. Liaise with the Credit department in clearing dealer outstanding credit issues on a weekly basis. + Also inform the Sales Managers of any future credit issues. Must be able to establish enough rapport to elicit productive answers to investigative questions that result in timely and accurate solutions. **BENEFITS & PERKS – WHAT’S IN IT FOR YOU:** Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health. ​ + 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 **HYBRID WORK MODEL** Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. **WHO WE ARE:** Meet Panasonic (https://careers.na.panasonic.com/sites/default/files/2023-04/Panasonic%20Talent%20Brand%20Book%202023.pdf) ! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us (https://www.youtube.com/watch?v=h-x\_hDfMqb0) . At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years. **HOW TO APPLY** Please include a PDF copy of your current resume. **DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.** In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees. **AODA POLICY** Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process. Only candidates selected for an interview will be contacted. We thank you for your interest in working for Panasonic Canada Inc. \#LI-Hybrid REQ-151546