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Customer Service Representative

Summary

Salary
Starting salary will be determined based on experience and credentials
Team
Customer Service
Location
Toronto, ON, Canada

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in Canada in 2006 with our headquarters in the heart of Toronto, where we’ve been recognized as one of the top employers to work for. In recent years, we’ve expanded our reach and grown exponentially across many teams, from digital and direct, to field sales, and our growing number of Dyson Demo stores. 

About the role

The Customer Service Representative is a front-line communicator with our customer base and provides industry leading service levels to Dyson’s retail customers. This role is responsible for processing retailer orders while ensuring customer requirements are met.  This position needs to thrive in a fast paced environment while maintaining and growing customer relationships and service levels.  A high degree of attention to detail is required along with excellent communication skills and the ability to work independently.  When service issues arise the Customer Service Representative needs to clearly and professionally communicate the issue to our customer as well as provide an action plan to remedy the situation.  The Customer Service Representative is the voice of Dyson’s Supply Chain team to our retail customers.
Process customer sales orders
  • Import electronic order transmissions from EDI customers into SAP
  • Identify and resolve errors in EDI documents transmitted from customers
  • Manual entry of purchase orders into SAP as required
  • Assure order accuracy and resolve any discrepancies in pricing, quantity or terms
  • Monitor open orders to ensure on time shipment and fill rate requirements are met; obtain ship window extensions when necessary
  • Maintain and monitor order tracking for allocated products; assess against forecast and communicate variances internally and/or externally
  • Generate procedures and process flows for each retail account you are assigned
  • Identify areas of improvement for various processes and implement changes

Communication and customer support
  • Effectively communicate externally with retailers, where appropriate, to resolve order issues, make adjustments where needed, and provide order status information as requested – provide proactive communication whenever possible
  • Work closely with Dyson Sales team to determine options and best solution for problematic orders
  • Communicate with the Dyson Supply Chain team to understand receipt planning and allocation figures to ensure inventory shortages and retailer chargebacks are minimized
  • Work with Dyson internal teams to identify and resolve issues resulting from customer, item, or pricing setups
  • Partner with Dyson’s 3PL warehousing to ensure customer orders ship on time, accurately and according to customer routing guide specifications
  • Liaise with Dyson Finance to resolve any customer credit issues to ensure shipping deadlines are met

Auditing and Reporting
  • Daily auditing of open orders to ensure accuracy and timeliness of shipments for the retail accounts assigned
  • Analyze retailer’s chargebacks related to Dyson’s supply chain activities and pull in appropriate parties to discuss and initiate corrective actions
  • Supply other ad hoc reporting as requested for open orders, shipments, customer, and product related inquiries

Other duties
  • Relish the opportunity to pick up new activities that fall broadly in the purpose of the role
  • Think outside of the box, identifying opportunities for improvement
  • Identify problems and find solutions
  • Demonstrate an acute attention to detail

About you

  • Strong customer focus with a sensitivity to customer needs
  • Knowledge/proficiency in Microsoft Excel required 
  • Excellent organization skills
  • Excellent written and verbal communication skills
  • Strong analytical and problem solving skills
  • Ability to work independently 
  • High level of attention to detail and accuracy
  • Adaptable/flexible – able to multi task
  • Sense of urgency and the ability to meet deadlines
  • Capability to excel in a fast-paced environment
  • Task oriented
  • Tireless in getting to the right result
  • Gets the answer by thinking hard – detail and patterns; sees opportunity where others see problems
  • Makes the right decisions with long term, commercial thinking

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
  • Dyson Matching RSP contributions
  • Company Paid Life Insurance and Accidental Death and Dismemberment (AD&D)
  • Short-Term and Long-Term Disability
  • Employee Referral Program
  • Generous Dyson Product Discounts

Lifestyle benefits:
  • Competitive Paid Time Off including Floater Holiday, Sick, and Vacation Time
  • Generous Maternity Leave Program
  • Employee Assistance Program

Health benefits:
  • Medical, Dental and Vision Coverage Options

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information.Dyson is an Equal Opportunity Employer. #LI-DYSON

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.