Account Service Manager

About Us

Are you ready to move distribution forward?

Solutions 2 GO is a premier global distributor of video game products. With operations reaching 19 countries in North, Central and South America, and partnerships that further extend to Europe, Africa, Australia and Asia, Solutions 2 GO represents all publishers in the Canadian market, offers coast-to-coast distribution in the USA and is the exclusive distribution partner for Sony PlayStation in Latin America. Our leadership, processes and partnerships have earned us a reputation as the premier provider of flexible, dynamic distribution solutions for publishers, manufacturers and retailers around the world.

We are a remarkable team that delivers remarkable results. Our people help move Solutions 2 GO forward every day, through a shared commitment across every facet of our business. At Solutions 2 GO, we are moving distribution forward. If you are an achiever who is relentless in ensuring that we achieve business results and create a great company culture while doing it, then we’re looking for you!

Scope

The Account Service Manager will play a pivotal role in leading and enhancing our customer service operations while also supporting the sales team and driving new initiatives. This role is crucial for ensuring exceptional customer experiences, optimizing service processes, and aligning customer service strategies with overall business objectives. This role will be responsible for overseeing the customer service department, managing and mentoring a team of customer service representatives, and implementing strategies to improve customer satisfaction and operational efficiency.

Duties & Responsibilities

• Prepare weekly sell-through reporting and distributed to cross-functional team
• Manage product flow to ensure maximum order fulfillment and minimal inventory risk
• Maintain customer specific price lists and price protections where applicable
• Manage the CS team email/phone responses to customers and order integration/implementation to maintain timeliness and accuracy
• Manage and maintain customer account information, product and account requirements
• Ad hoc reports for customers/sales reps/senior management
• Manage the CS teams POD, claims, and return
• Maintain solid understanding of unique S2G business channels and how they relate to customers and sales representatives
• Provide backup support when required in other CSR’s absence
• Collaborates with Sales in the management of the entire sales cycle from procurement to invoicing
• Maintain communication with customer buying/merchant teams coordinating deal specific terms and requirements and communicating that information effectively to Operations
• Manage item setup requirements for retail/wholesale customers
• Manage customer specific projects from ideation to delivery for promotions, marketing materials, and POP Displays
• Manages the communication channel between Sales, Purchasing and Operations ensuring on time execution.
• Conducts weekly meetings between Sales, Customer Service and Operation for the purpose of production planning
• Point of escalation for customer complaints and resolve complex issues in a timely manner
• Identifies inefficiency and develops process improvement for efficiency gains
• Oversees daily operations of the customer service department ensure timely execution
• Distributes task and responsibilities based on individual strengths and workload to ensure a balanced and efficient team
• Provide ongoing feedback to employee about their performance
• Establish clear, achievable goals and performance metrics for each team member in alignment with company objectives
• Collaborates with Sales on customer initiatives and operational capabilities
  
  

Skills & Qualifications

• 5 years of experience in an Account/Customer service focused role
• 5 years of experience in managing teams
• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
• Able to prioritize and organize tasks to meet deadlines
• Excellent written, verbal communication and interpersonal skills
• Strong attention to detail
• Ability to work well independently and as a member of a team
• Ability to adjust to change in a fast-paced environment
• Advanced computer skills required on PC based software – Excel, Word, and Outlook
• Experience working with GP Dynamics software is an asset
• Experience working in a team-oriented, collaborative environment
• Always represent the Company with a high level of integrity and professionalism even while under pressure
• Strong ability to lead, motivate, and manage a team. Proven experience in building and maintaining high-performance teams
• Deep understanding of customer needs and the ability to develop strategies to enhance customer satisfaction
• Experience in developing and executing customer service strategies that align with overall business goals
  
  

The successful candidate will receive a conditional offer, contingent upon the successful completion of a background check conducted by our contracted third-party vendor. The specific clearance requirements vary by position and may include one or more of the following: criminal background check, credit check, employment verification, education verification, and driver’s abstract review. If you have any questions along the way, please do not hesitate to ask.

Solutions 2 GO Inc. is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information on Solutions 2 GO Inc., please visit our website at: www.solutions2go.ca