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Freelance Account Services Analyst

Toronto, Ontario 10022

Posted: 01/31/2019 Job Category: Business Analyst/Strategy Job Number: 106125

Job Title: Freelance Account Services Analyst 

Location: Toronto, Canada

  • Responsibilities:
    •  Key liaison and first point of contact between the customer, credit control, logistics and all cross functional areas – deliver best in class customer service
  • Develop and leverage strong account knowledge and relationships with all internal and external customers
  • Forecast creation and management through regular analysis of data/reports
  • Identify, communicate and action risks and opportunities to meet fiscal goals and business needs
  • Order entry & other order management tasks; implement controls to support accuracy
  • Accountable to obtain and validate POs from customers in accordance with order lead times, communicating updates and risks, engaging partners for support as needed
  • Partner with Ops to execute/support achievement of all KPIs related to inbound & outbound product/order flow / logistics to ensure on time delivery and order fill rates
  • Chargeback management – manage process and order pool effectively to minimize chargebacks; timely resolution of chargebacks when they occur
  • Create, recap (and present) a variety of daily/weekly/monthly/quarterly reports to partners
  • Assist with a variety of ad hoc inquiries related to customer orders & product information
  • Monitor and provide visibility to excess inventory
  • Ongoing process improvement, projection coordination and additional tasks as assigned


  • Skills:
    • Qualifications & Competencies:
  • Customer Service: Customer Centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers/partners.
  • Results Oriented: Proactive, motivated and driven to achieve team and personal goals.
  • Problem Solving: Solution oriented with excellent critical thinking and independent problem solving skills.
  • Interpersonal Skills: Enthusiastic, positive, professional, confident. Effective relationship manager handling demanding/sensitive customer relations with confidence.
  • Communication Skills: Excellent oral and written communication skills with ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs.  Comfortable speaking in groups, leading meetings, and presenting.
  • Excellent organizational abilities / prioritization: Effectively manages time and workload. Ability to multi task & manage competing priorities and deadlines under pressure.
  • Change Management: Highly adaptable and open to change in a dynamic and evolving environment.
  • Team player: Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.
  • Analytical / system skills: Aptitude for numbers and data interpretation. Strong Excel including recent experience with vlook-ups, pivot tables and an aptitude for working with formulas. Ability to work with various systems.


  • Experience/Skills/Training Required (Years and type/industry):
    • 2-3 years of B2B Customer Service in an entrepreneurial environment 
    • SAP Preferred 
    • French and/or Spanish an asset 
    • Education Requirements (Degree specific): 
      • -4+ years of business related college studies

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