Customer Account Service Representative

About Us

Are you ready to move distribution forward?

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.

We are a remarkable team that delivers remarkable results. Our people help move Solutions 2 GO forward every day, through a shared commitment across every facet of our business. At Solutions 2 GO, we are moving distribution forward. If you are an achiever who is relentless in ensuring that we achieve business results and create a great company culture while doing it, then we're looking for you!

Scope:

Solutions 2 GO is looking for the right candidate to support an emergent Marketplace and Direct to Consumer business sector. The right Candidate will have a good understanding of the complete order lifecycle pre- and post-sale and is able to manage consumer needs professionally and promptly. The role includes an opportunity to help design a foundation to support expected growth by selecting, configuring, and administering the right tools and software to support the growing business. The selected candidate will support the B2B retail channel order processing and post-sale tasks, as a supporting role.

Duties & Responsibilities:
* Perform Order Monitoring via customer interfaces & Internal systems including status, tracking, and invoicing
* Order services include processing returns, issuing refunds, sending replacements, tracking, and managing inquiries/resolutions for service failures within the Retail, Ecommerce, and Marketplace channels
* Analyzing Customer Performance Metrics including On Time, In full, and service SLA's
* Own Omni-channel communication with external retailers & consumers via multiple methods including phone, email, customer interfaces, and select applications
* Communication liaison for internal sales, operations, and finance via multiple methods including phone, email, customer interfaces, and chat
* Administer Applications used to manage the tasks associated with the role which may include, but may not be limited to helpdesk, VOIP, and/or contact center software
* Manage order processing for retail customers using internal applications

Skills & Qualifications:
* High School Diploma or equivalent
* Excellent written and oral communication skills that enable clear and concise exchanges with consumers, retailers, and colleagues
* 2 years of order management systems or integrations experience
* Conflict resolution
* Workflow optimization
* Able to translate metrics and data into actionable items to support a growing business sector
* Familiarity with EDI and API technology applications is a plus
* Familiarity with contact centers, CRM, or helpdesk software is a plus
* Excellent ability to manage multiple priorities simultaneously
* Able to prioritize time-sensitive tasks
* Always represent the Brand with a high level of integrity and professionalism, especially while under pressure

The successful candidate will receive a conditional offer, contingent upon the successful completion of a background check conducted by our contracted third-party vendor. The specific clearance requirements vary by position and may include one or more of the following: criminal background check, credit check, employment verification, education verification, and driver's abstract review. If you have any questions along the way, please do not hesitate to ask.

Solutions 2 GO Inc. is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information on Solutions 2 GO Inc., please visit our website at: