Customer Service Representative II

Panasonic•Mississauga, ON

4d•Hybrid

About The Position

Panasonic Canada Inc. is currently looking to hire for the position of Customer Service Representative II. Responsible for the timely and accurate processing of computer configuration sales orders for dealer and distribution accounts, supporting overall sales growth and revenue objectives. Serves as a key point of contact for dealers and account managers, providing prompt and accurate information regarding products, pricing, availability, and shipment status through phone, email, fax, and mail. Core responsibilities include managing dealer order processing, overseeing credits and returns, prioritizing and coordinating product distribution, and monitoring inventory levels, replenishment needs, and back orders to ensure efficient order fulfillment and customer satisfaction. This is a full-time position. This position is hybrid. Any office-based work will be performed from our Mississauga office at Ambler Drive. Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency.

Requirements

High school diploma required, with a minimum of 2 years of related experience in customer service, order processing, or a similar role
Knowledge of computer hardware configuration is required
Intermediate proficiency in Microsoft Office applications, including Excel, Access, Outlook, and Word, Windows and EDI systems
Working knowledge of SAP or similar order processing systems
Bilingualism (French/English) is a must
Strong analytical and problem-solving skills, with the ability to identify and resolve customer issues using established processes and solutions
Demonstrated ability to assist customers with product inquiries, order placement, and issue resolution through effective questioning and guidance
Excellent written and verbal communication skills, with the ability to interact professionally with both internal teams and external customers
Proven ability to manage high-volume communication while maintaining accuracy, professionalism, and a customer-centric approach
Ability to clearly and tactfully communicate complex information, including backorders, delivery timelines, and service priorities
Experience collaborating with cross-functional teams (e.g., Sales, Marketing, Demand Planning, Warehouse, Accounting, and Credit) to resolve issues and meet customer needs
Ability to build rapport and gather accurate information to support timely problem resolution

Nice To Haves

familiarity with parts and accessories is an asset
Experience working with credit processes or coordinating with Credit teams is an asset

Responsibilities

Process dealer, direct, and distributor configuration orders across Canada in accordance with departmental programs and guidelines
Prepare order documentation, including special pricing, delivery arrangements, and promotional programs (e.g., volume rebates)
Receive and process orders via phone, email, fax, EDI, and internal sales submissions
Ensure accurate entry of all customer and order details into SAP; validate data through reports and resolve discrepancies with internal teams and dealers
Monitor inventory availability, communicate backorders, and allocate incoming product based on predefined criteria or management direction
Handle customer inquiries and special requests related to orders, delivery schedules, and product availability
Track order status, inventory levels, and replenishment needs to ensure timely fulfillment
Maintain and update internal databases and customer master records with accurate account and order information
Coordinate with Service and Quality Assurance teams to support product readiness, returns, and warranty orders
Investigate and resolve invoicing discrepancies, including pricing errors, rebates, special pricing claims, shortages, and freight issues
Manage account credit/debit adjustments, ensuring compliance with company policies and proper documentation for approvals and audits
Liaise with factory and parts teams to resolve inventory discrepancies and track discontinued items
Support preparation of inventory data for forecasting and monthly reporting
Provide internal support to account managers and cross-functional teams; generate regular and ad hoc reports (e.g., backorders, account status)
Provide backup support for order desk functions and maintain accurate, organized filing systems

Benefits

Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
Panasonic Retirement Pension Plan (RPP/DCPP)
Group Retirement Savings Plan (RSP)
Pregnancy Leave Top Up
Education Assistance Program/ Tuition Reimbursement
Employee Purchase Program
Employee & Family Assistance Program (EFAP)
Competitive Rates on Home and Auto Insurance
Employee Volunteer Program – Paid Time Off for Volunteer Days
Onsite Events!