Job Description

About Us:

Solutions 2 GO is a premier global distributor of video game products. With operations reaching 19 countries in North, Central and South America, and partnerships that further extend to Europe, Africa, Australia and Asia, Solutions 2 GO represents all publishers in the Canadian market, offers coast-to-coast distribution in the USA and is the exclusive distribution partner for Sony PlayStation in Latin America. Our leadership, processes and partnerships have earned us a reputation as the premier provider of flexible, dynamic distribution solutions for publishers, manufacturers, and retailers around the world.

If you are a self-starter who is driven in ensuring that we achieve business results and create a great company culture while doing it, then we are looking for you!

Responsibilities:

The Account Service Manager will play a pivotal role in leading and enhancing our customer service operations while also supporting the sales team and driving new initiatives. This role is crucial for ensuring exceptional customer experiences, optimizing service processes, and aligning customer service strategies with overall business objectives. This role will be responsible for overseeing the customer service department, managing and mentoring a team of customer service representatives, and implementing strategies to improve customer satisfaction and operational efficiency.

Duties & Responsibilities:

Account Service:

• Validate customer orders by verifying price, UPC and quantity
• Process orders and communicate details to Operations Teams
• Prepare weekly sell-through reporting and present to appropriate persons
• Manage product flow to ensure maximum order fulfillment and minimal inventory risk
• Communicate price changes and credit information to customers where required
• Maintain customer specific price lists where applicable
• Manage phone/ email inquiries from customers and the sales reps (internal/external) in a timely manner
• Upload orders to GP Dynamics through Scribe middleware (Integration Application)
• Review emails from EDI department and coordinate order processing through GP Dynamics and WMS Systems
• Maintain customer account information (i.e. store addresses and new store locations)
• Communicate all product requirements for item setups
• Communicate special order requirements to Operations i.e. delivery deadline, product modifications, street dates
• Research and provide proof of delivery (POD) information when required
• Investigate and submit customer claims and returns
• Ad hoc reports for customers/sales reps/senior management
• Maintain solid understanding of unique S2G business channels and how they relate to customers and sales representatives
• Provide backup support when required in other CSR’s absence
• Collaborates with Sales in the management of the entire sales cycle from procurement to invoicing
• Maintain communication with customer buying/merchant teams coordinating deal specific terms and requirements and communicating that information effectively to Operations
• Manage item setup requirements for retail/wholesale customers
• Manage customer specific projects from ideation to delivery for promotions, marketing materials, and POP Displays
• Manages the communication channel between Sales, Purchasing and Operations ensuring on time execution
• Conducts weekly meetings between Sales, Customer Service and Operation for the purpose of production planning
• Point of escalation for customer complaints and resolve complex issues in a timely manner
• Identifies inefficiency and develops process improvement for efficiency gains
• Oversees daily operations of the customer service department ensure timely execution
• Distributes task and responsibilities based on individual strengths and workload to ensure a balanced and efficient team
• Provide ongoing feedback to employee about their performance
• Establish clear, achievable goals and performance metrics for each team member in alignment with company objectives
• Collaborates with Sales on customer initiatives and operational capabilities

Skills & Qualifications:

• 5 years of experience in a Corporate Account/Client service focused role
• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
• Able to multitask, prioritize and organize tasks to meet deadlines
• Excellent written, verbal communication and interpersonal skills
• Strong attention to detail
• Ability to work well independently and as a member of a team
• Ability to adjust to change in a fast-paced environment
• Advanced computer skills required on PC based software – Excel, Word, and Outlook
• Experience working with GP Dynamics software is an asset
• Experience working in a team-oriented, collaborative environment
• Always represent the Company with a high level of integrity and professionalism even while under pressure
• Strong ability to lead, motivate, and manage a team. Proven experience in building and maintaining high-performance teams
• Deep understanding of customer needs and the ability to develop strategies to enhance customer satisfaction
• Experience in developing and executing customer service strategies that align with overall business goals

Perks:

• Benefits are effective the first of month after hire date
• Vacation and sick time entitlements
• 10 paid holidays - no waiting period
• Fun working environment

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