Bilingual Customer Service Representative

Customer Service Representative – EDI & Order Management

Location: Toronto, ON

Job Type: Full Time

Base Pay Range: $50,000.00/yr - $60,000.00/yr

Key Responsibilities

What You'll Do:

• Order Entry/EDI Processing – 40%
  • Manage Electronic Data Interchange (EDI) orders, including editing and promoting them through the system.
  • Update customer item cross-references, including UPCs, buyer UPCs, conversions, and customer‑specific codes.
  • Identify and correct EDI errors, such as Advanced Shipping Notice (ASN) discrepancies and invoice issues.
  • Accurately process, audit and manage customer orders in JDE (including availability, compliance and timeliness).
  • Allocate inventory to orders and monitor overdue shipments through Log Pro, ensuring timely resolution.
  • Schedule and allocate inventory for product launches, back‑to‑school (BTS), back‑to‑business (BTB), and promotional events.
• Customer Service – 45%
  • Assist with auditing and resolving customer non‑compliance charges for assigned accounts.
  • Monitor and follow up on stock shortages, order shipments, customer‑specific requirements, and any issues affecting accurate and timely order fulfilment.
  • Act as the primary point of contact for customers, addressing inquiries and resolving discrepancies related to stock availability, shortages, shipment timing, and company policies regarding minimum order sizes and backorders.
  • Provide proactive updates to customers on order shortages and delays, helping to minimize the impact on On‑Time and Case Fill rates while mitigating potential fines.
  • Update and maintain the Customer Master Address Book, ensuring accurate setup and record‑keeping for BIC customers.
  • Maintain the Billing ID file, working closely with pricing applications to support new product launches.
  • Manage the Preference Master, including product allocation, delivery schedules, preparation days, and payment terms.
  • Set up and manage Base Pricing for all items and bulletins in the JDE Workflow Application.
  • Prepare and analyze the monthly customer scorecard and On‑Time InFull (OTIF) report to track performance and identify areas for improvement.
  • Ensure all data, orders, and processes align with company policies and industry compliance standards.
  • Assist with auditing and clearing customer non‑compliance charges for assigned accounts.
• Transportation Inquiry & Refusals – 15%
  • Act as a liaison between Customers, Account Management, DC Department to ensure that returns and claims are processed in compliance with BIC standards.
  • Track open orders to ensure they are processed efficiently from receipt to delivery.
  • Provide the credit department with necessary supporting documents to ensure accurate credit issuance and inventory adjustments.

What You'll Bring To BIC:

• High School Diploma and College coursework.
• 2 years’ experience in Customer Service and Order Management role or in a similar type of role.
• Excellent problem‑solving, prioritization, & organization skills with the ability to manage multiple competing projects.
• Ability to work independently with minimum supervision.
• Excellent communication and interpersonal skills in English.
• Ability to work collaboratively to solve problems and resolve issues.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service

Industries

Online and Mail Order Retail