B2B Administrator (Commercial Signage/ID Products)
POSITION SUMMARY: The B2B Service Administrator is responsible for managing and coordinating various administrative tasks and processes to ensure smooth operations within a business-to-business (B2B) environment. This role involves handling inbound calls, managing inventory, processing purchase orders and invoices, and addressing customer inquiries through platforms like Zendesk. The B2B Service Administrator will also oversee return authorizations, maintain accurate records and reports, and assist in developing and refining operational processes.
Key responsibilities include updating model numbers, coordinating shipments, ordering certificates, managing escalations, preparing SLA reports, and conducting quarterly business reviews. Additionally, the administrator will handle manual invoicing, manage return material authorizations (RMAs) for medical monitors, and participate in regular meetings with various teams to ensure alignment and efficiency.
Effective communication, strong organizational skills, and the ability to multitask are essential for success in this role. The B2B Service Administrator must also be proactive in identifying areas for improvement and capable of working collaboratively with cross-functional teams to enhance overall service quality.
Key Job Responsibilities
- Oversee and maintain inventory levels for specified product lines.
- Process purchase orders (POs).
- Manage service invoice processing.
- Respond to escalated inquiries via Zendesk.
- Handle specific queries related to medical monitors, DVLED, and laptops.
- Manage our Commercial Extended Warranty processing
- Manage return authorization (RA) processes with the B2B Helpdesk.
- Conduct bi-weekly meetings with the RA team to review product returns.
- Update weekly reports.
- Calculate and incorporate Key Performance Indicator (KPI) results.
- Handle office shipments, including laptops.
- Coordinate shipments from the warehouse.
- Work with Pantos for shipment coordination.
- Order virtual certificates
- Manage escalations and inventory through Maxwell.
- Attend bi-weekly meetings with Maxwell.
- Prepare and manage Service Level Agreement (SLA) reports.
- Conduct QBRs for customers.
- Oversee Helpdesk processes, approval, and escalations related to RA.
- Assist in developing and refining processes.
- Upload Net Promoter Score (NPS) data.
- Handle escalations from the Helpdesk and sales team (admin staff).
- Attend bi-weekly meetings with the Panama Management team.
- Oversee trackers for SLA, Invoices, RTAT, and Reclaim.
- Manage various projects as assigned.
Qualifications:
- Bachelor’s degree in Business or Administration or proven experience in the related field.
- Proven experience working as administrator, preferably in a B2B environment.
- Excellent project management skills, with experience managing multiple projects simultaneously.
- Exceptional customer service and communication skills.
- Ability to structure the tasks and organize processes
- Team oriented individual who can support teammates work when assistance is needed
- Must be able to work and interact with all levels of personnel
- Ability to work independently and manage multiple tasks.
Skills:
- Strong Analytical skills
- Microsoft Office (such as Microsoft outlook word/ power point/ excel)
- Strong problem-solving abilities.
- Customer-focused mindset.
- Time management and organizational skills.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.
Conditions of Employment: It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment.
Equal Opportunity Employer: LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes.
LG Electronics Canada, Inc. thanks all candidates for their interest; however only those selected to continue in the process will be contacted.