Customer Account Representative - Rakuten Kobo Inc. - Toronto, ON

Reporting to the Manager of Global Supply Chain, the role requires a strong team player who has a high attention to detail, possesses a strong ability to prioritize and self-manage. The ideal candidate will be responsible for receiving, processing and managing our global orders. They will also be responsible for responding to customer inquiries while tracking monitoring these order statuses. The candidate will be a key contributor to the Global supply chain team.

Core Responsibilities:
Order processing – receive, process and verify the accuracy of orders from retail and B2C customers (web, manual and EDI orders)

Manage client discrepancies, identifying root cause corrective action

Managing customer order books to ensure timely, efficient and complete execution of all customer orders

Preparing and sending invoices to customers

Initiates required action for response to customer service requests; such as order changes including the maintenance of order details/customer information

Responds promptly to customer inquiries

Administration of domestic sales quotations including complete UPC listings as well as images

Updating and submitting material information sheets

Updating and maintaining customer specific tables

Reviewing and ensuring all orders are delivered, in transit, finalized during the month end process and billed accordingly

Direct requests and unresolved issues to the designated resources

Other duties including special projects as assigned by Manager

Additional Responsibilities:
Identify discrepancies between forecasted and actual orders and work with the necessary parties to have issues resolved

Determine stock availability and allocation of inventory

Assist Finance with the negotiation process of non-compliance charges, A/R issues delays

Investigate, review files, pull back-up from emails, files and/or warehouse documentation to prove whether or not noncompliance charges are valid

Qualifications:
3-5 years’ experience with mass and/or specialty retailers and EDI order processing

Intermediate level computer skills including Excel, Email, Word

Previous ERP skills mandatory

SAP skills an asset but not mandatory

Excellent attention to detail and strong follow up skills

Strong interpersonal and client service skills

Multiple Languages an asset

Rakuten Kobo Inc. is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in the selection process are available on request. Any information received related to accommodation needs of applicants will be addressed confidentially.

Kobo would like to thank all applicants for their interest in this role however only qualified candidates will be shortlisted.