Order Entry/Customer Service Representative
Toronto, ON
Located at our Scarborough office, this exciting role offers a lot of variety in a fast-paced environment! This position provides support to two account managers in the Retail department and their key accounts which may include companies such as Dick’s Sporting Goods, a US distributor AEC and others as well as providing backup for answering in-bound phone calls and processing Merrithew.com orders.

Daily tasks involve: manual and EDI order processing, solving customer service issues and working with the Shipping and Logistics team to determine international freight quotes. Once orders are processed, there is time for partner database communication/ maintenance and providing administrative support to the Retail team. This is a high-volume, multi-tasking position that requires flexibility, patience, professionalism and a high degree of accuracy. We require a self-motivated, organized and dynamic team player who offers exceptional customer service and enjoys helping others.

Major responsibilities
Sales support and Customer service
Processing third party purchase orders daily and providing advanced shipment notifications (ASNs) and invoices for various accounts
Providing back-up support on processing Merrithew.com web orders
Providing exceptional customer service to ensure customer satisfaction and conflict resolution, including but not limited to mis-shipments, late shipments, damages, defects, returns, invoicing issues and late payments
Processing returns and issuing credit memos; tracking issues in CRM
Tracking compliance charges by account to ensure we are complying with regulations and identifying areas for improvement or streamlined processes
Liaising with Retail Account Managers and shipping team to ensure key account orders are shipped in a timely manner
Providing timely customer service and product information to clients who phone in or email.
Following up on Retail-specific trade show leads
Maintaining third-party partner account files by updating customer information, pricing, new product submissions and product descriptions as required
Working with the Senior Customer Service & EDI Specialist, Retail and the IT department on new account EDI set up, SKU and product info set up and all other requirements needed to sell to new accounts
Managing all partner site maintenance projects, inventory and uploading images and video clips
Submitting project requests; assisting with competitive reviews and market research for sales opportunities
Monitoring and preparing sales reports
Supporting day-to-day execution of Sales & Marketing initiatives by providing administrative support to the Retail team, including but not limited to travel arrangements, sending samples to clients, PowerPoint presentations, sales kits, and assisting with tradeshows
Other duties as required
Skills and qualifications
A minimum of 2 years’ order entry, customer service and administrative experience; post-secondary education or equivalent work experience
Familiarity with EDI and different Retail platforms (i.e. Walmart, Costco and Amazon)
Knowledge of CRM, ACCPAC and Edisoft Merchant an asset
Excellent accuracy in entering PO information, shipping addresses and tracking numbers
Superior organizational skills and the ability to prioritize and handle multiple tasks and deadlines; works well under pressure and has a sense of urgency
Detail-oriented and has the ability to handle interruptions and changing priorities
Excellent communication skills, verbal and written
Intermediate MS Excel, Word and PowerPoint knowledge/skills
Bilingual or second language would be an asset