Business Account Co-Ordinator



Job Purpose

The main responsibility of the Business Account Coordinator is to manage orders for accounts within the MPM customer portfolio, focusing primarily on Omnichannel orders (Amazon, Chewy, Walmart online) and serving as the point of contact for all Canada customers. Additionally, they will handle ad-hoc orders such as clearance, dump, and donation orders. The coordinator will occasionally support consumer care, requiring a positive attitude towards this responsibility.

This role deals with a wide variety of tasks including, but not limited to the following:

• Manage orders through our ERP system Sage 200 for accounts within the MPM customer portfolio, focusing on Omnichannel orders (Amazon, Chewy, Walmart online) and serving as the point of contact for all Canada customers. Tasks include reconciling orders in Sage versus the orders sent via EDI by the customers, being able to extract the information on price and quantity sold by our consignment customers, reconcile it with finance and enter orders in Sage, manage exceptions such as price or quantity discrepancy to ensure order completion and accuracy, answer customer queries.
• Handle ad-hoc orders such as clearance, dump, and donation orders. Work with operations and supply chain team to ensure all clearance, dump, and donation orders are entered using the lot number agreed.
• Support Export Orders to customers outside US and be the primary point of contact for all export documentations and customer forwarding agent to arrange collection.
• Occasionally support consumer care for consumer complaints including:
o Securing & logging the consumer data required to log a complaint in accordance with MPM procedures.
o Resolving matters where possible in the highest quality manner, resulting in agreeable resolutions in accordance with MPM procedures, consumer retention and fewer escalations.
o Escalate consumer calls to the Quality team or capture key information in the electronic quality management system as appropriate.
• Maintain good relationships and communications with sales account managers to ensure transparency of information flow.
• Support the deduction analyst to raise account invoices and credit notes in a timely and accurate manner, because of deductions.
• Working closely with supply chain to optimize stock movement, the processing of stock movements and internal stock transfers between warehouses.
• Drive continuous improvement in the CS team daily processes through embracing new ways of working and giving regular feedback.
• Any other duties commensurate with the level of responsibility of this role.


Knowledge, Skills and Experience


• Problem solving – The ability to define a problem, evaluate and generate solutions, and then implement them for the benefit of the customer.
• Effective communicator – excellent communication skills are required as working collaboratively with customers and stakeholders is a key part of this role.
• Team Player – Comfortable working both individually and as part of a team.
• Effective relationship builder – dedicated to meeting expectations of internal and external customers, developing, and maintaining effective 3rd party relationships gaining trust and respect.
• Time management – Able to assess workload, deadlines, and timelines for key tasks, managing their own time to maintain productivity.
• Personal Learning & embraces change – Seeks feedback and reacts / learns from experience.
• Organizational skills – highly organized and methodical approach to task management.
• Communication skills – The ability to communicate with customers, suppliers and key stakeholders clearly and concisely within the business. Also, able to demonstrate knowledge and understanding of the business, products, and people.
• IT literate – Excel, Outlook, and ERP systems. Full training will be given on in-house systems.


• Experience – Previous Amazon Seller or Vendor Central Experience or experience in using customer vendor portals is a plus.

Is this role for you?


If this exciting opportunity sounds like a great fit for you, apply today with your CV and cover letter.


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