Wholesale Customer Service Representative

2 weeks ago

Toronto, Canada ECCO Shoes Canada, Inc. Full time

The **Wholesale Customer Service Representative (Bilingual) **will provide comprehensive service to our wholesale account customers, field sales team, and internal team. Create the best possible experience for our internal and external customers.
- **As our Wholesale Customer Service Representative, your responsibilities will include**:_
- Manage customer files, order entry, maintenance of all orders for assigned territory, and return authorization processing with strict adherence to company policies, pricing, and programs.
- Responsible for building allocation fill rate and releasing orders to Distribution for shipping within customer start ship/cancel date windows.
- Answer inbound and make outbound calls with the highest level of professionalism and courtesy; ensure maximum customer satisfaction by using empathy, attention to detail, and accurate relay of information; consistently going above and beyond with a customer-first mindset.
- Communicate with Sales team representatives for assigned territory and/or accounts; provide open order reports at a pre-discussed cadence to ensure maximum shipping capability and minimum cancellations/past-cancel orders.
- Partner with Sales management team member of assigned accounts to address and prevent wrong pricing.
- Create and distribute weekly and monthly reports to Sales team and Senior Management.
- Ensure assigned back-up is trained and fully functional for instances of time out of the office.
- Assist with on-boarding of new hires and training documentation of Customer Service processes and procedures.
- Consistently provide accurate and timely information and follow through.
- Learn and develop personal skill levels in regards to SAP, EDI, and the footwear industry.
- Communicate and coordinate with all internal departments for smooth processing of all transactions.
- Troubleshoot and/or bring problems/situations to the attention of the department managers, and resolve internal issues for the common good.
- **If you have **_
- Bilingual - excellent written and oral communication skills in both French and English.
- Post-Secondary diploma or degree.
- 3+ years in a customer service role.
- Proficiency with MS Office products, particularly Excel.
- Proficiency with order management platforms, SAP preferred.
- Ability to work under pressure and meet tight deadlines when necessary.
- Ability to communicate clearly, concisely and professionally (both verbally and written).
- Ability to prioritize work and adjust priorities as needed.
- Superior organization and follow-up skills.
- Ability to travel up to 5%, both domestic and internationally.
- ** we want to hear from you**_

**Imagining yourself at ECCO?**

**CREATE THE FOOTPRINTS OF TOMORROW**

At ECCO, you become part of a meaningful, developing and multicultural workplace. You join a global family of more than 25,000 people who are proud to create the footprints of tomorrow.

Headquartered in Denmark, we are a family-owned company that offers international opportunities. Our offices and facilities have an informal culture and relaxed dress code - our shoe code is slightly stricter.

Join us and we guarantee lifelong learning - the speed of progress is up to you. So, if you’re curious, passionate and ready to make an impact, you’ll fit right in.

**Salary**: $16.00-$20.00 per hour

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

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