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Customer Service Representative

Summary

Salary
Competitive
Team
Supply Chain and Logistics
Location
Canada - Toronto Office

PURPOSE OF POSITION:

The Customer Service Analyst 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 Analyst 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 Analyst is the voice of Dyson’s Supply Chain team to our retail customers.

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:

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 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 Logistics team to ensure customer orders ship on time, accurately and according to customer routing guide specifications
  • Liaise with Dyson Accounts Receivable to resolve any customer credit issues to ensure shipping deadlines are met

3.  Auditing and Reporting

  • Daily auditing of open orders to ensure accuracy and timeliness of shipments for the retail accounts assigned
  • Provide new order reporting for use by Dyson upper management
  • Update allocation document for actual orders received to allow for comparison against expectations
  • Analyze retailer’s scorecards in regards to Dyson’s supply chain activities and pull in appropriate parties to discuss and initiate corrective actions when necessary
  • 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

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
Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

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.