Customer Service Representative II

Overview WHO YOU ARE AT PANASONIC CANADA: 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. Responsibilities WHAT YOU’LL DO: 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 Qualifications MUST-HAVES: 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; familiarity with parts and accessories is an asset Intermediate proficiency in Microsoft Office applications, including Excel, Access, Outlook, and Word; familiarity with Windows and EDI systems Working knowledge of SAP or similar order processing systems 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: Experience working with credit processes or coordinating with Credit teams is an asset Bilingualism (French/English) is considered a strong asset WHAT YOU’LL EARN: The annual/hourly wage range for this position is $37,000 - $55,000 CAD. Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role. BENEFITS & PERKS – WHAT’S IN IT FOR YOU: Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health. 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! And many more benefits & perks HYBRID WORK MODEL Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. WHO WE ARE: Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us. At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years. HOW TO APPLY Please include a PDF copy of your current resume. As part of our recruitment process, we may use automated or artificial intelligence-based tools to assist with sourcing and identifying potential candidates. These tools are used to support, not replace, human decision making. DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC. In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees. AODA POLICY Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process. Only candidates selected for an interview will be contacted. We thank you for your interest in working for Panasonic Canada Inc. #LI-Hybrid REQ-154931

MUST-HAVES: 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; familiarity with parts and accessories is an asset Intermediate proficiency in Microsoft Office applications, including Excel, Access, Outlook, and Word; familiarity with Windows and EDI systems Working knowledge of SAP or similar order processing systems 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: Experience working with credit processes or coordinating with Credit teams is an asset Bilingualism (French/English) is considered a strong asset WHAT YOU’LL EARN: The annual/hourly wage range for this position is $37,000 - $55,000 CAD. Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role. BENEFITS & PERKS – WHAT’S IN IT FOR YOU: Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health. 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! And many more benefits & perks HYBRID WORK MODEL Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. WHO WE ARE: Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us. At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years. HOW TO APPLY Please include a PDF copy of your current resume. As part of our recruitment process, we may use automated or artificial intelligence-based tools to assist with sourcing and identifying potential candidates. These tools are used to support, not replace, human decision making. DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC. In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees. AODA POLICY Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process. Only candidates selected for an interview will be contacted. We thank you for your interest in working for Panasonic Canada Inc. #LI-Hybrid

WHAT YOU’LL DO: 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