Senior Client Success Specialist | Canada & U.S.

Solutions 2 GO Inc.

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!

Bring Your Leadership Game to Solutions 2 GO!

Senior Client Success Specialist

The Senior Client Success Specialist serves as the primary operational contact for key US accounts, connecting customers with Sales, Product, Planning and Logistics to ensure accurate and timely order fulfillment. This role manages the full order lifecycle, including account setup, pricing validation, delivery coordination, returns and credits, and serves as the escalation point for complex customer issues. The Specialist also supports key account programs, vendor-managed inventory and collaborative planning, monitors order trends, and drives process improvements to strengthen customer service and support business growth.

Duties & Responsibilities

• Serve as the senior point of contact for key US accounts and the escalation point for complex order and delivery issues.
• Manage the full order lifecycle, from order entry through delivery, proactively identifying and resolving issues to ensure accurate and timely fulfillment.
• Set up and configure new US client accounts, ensuring account information and customer requirements are accurately captured.
• Validate customer-specific pricing before orders are released.
• Manage return merchandise authorizations (RMAs) and credits for US clients.
• Monitor deliveries and collaborate with warehouse teams, logistics providers and freight partners to resolve shipping issues.
• Coordinate delivery appointments and purchase orders for key account programs.
• Manage vendor-managed inventory (VMI) pull requests and maintain the associated quality control platform.
• Lead collaborative planning, forecasting and replenishment (CPFR) discussions with key accounts, communicating changes in order trends to the Planning team.
• Prepare sales reports and provide ongoing operational support to the US Sales team.
• Document procedures and recommend process improvements to strengthen service delivery and support business growth.
• Provide guidance to teammates and backup support for B2C and Canadian B2B operations
  
  

Skills & Qualifications

• 4+ years of experience in order management, client support or key account support, preferably within B2B wireless, retail or consumer electronics
• Post-secondary diploma or degree in Business Administration, Supply Chain Management or a related field, or an equivalent combination of education and relevant experience
• Strong understanding of the end-to-end order-to-cash process, including order processing, pricing validation, returns, credits and delivery coordination
• Proficiency with ERP systems and Microsoft Excel; NetSuite experience is an asset
• Experience supporting large accounts and managing vendor-managed inventory (VMI) and collaborative planning, forecasting and replenishment (CPFR) programs
• Strong communication and problem-solving skills, with the ability to engage confidently across organizational levels and remain composed when resolving complex issues
• Ability to work independently, exercise sound judgment and provide guidance to less experienced teammates
• Experience with electronic data interchange (EDI) or retailer portals, and bilingual proficiency in English and French, are assets
  
  

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