Job Title

This sporting goods buying group is seeking an enthusiastic Bilingual Customer Service Associate (Source for Sports) who will be a member of the Marketing team. Reporting to the Digital & E-Commerce Manager, this full-time position will play a critical role in website sales and in providing customers and brick-and-mortar store locations with a positive brand experience and timely response to inquiries. The ideal candidate for this position is fluent in French and English, has excellent people skills, is a strong communicator, is organized, and is a problem solver. You are a strong writer who understands the importance of quality communication and the role it plays in resolution. You have an excellent command of both written and verbal English and French and must demonstrate keen attention to detail with a high degree of organization.This role requires the successful candidate to work independently and within a team environment, to support their overall e-Commerce objectives, while also working as the air traffic controller with customers and stores. If you're ready to bring your passion for sports and customer service expertise to a dynamic team, apply now and be part of our client's mission to do everything they can to help each customer find what fits their game. This position is remote and must live in Ontario, but if living in Burlington or Toronto West, there will be an option to work in the office once a week. The weekly schedule is Mon-Fri, and Tues-Sat (rotating one Saturday per month)The salary range is 52K - 53K. 3 weeks vacation plus great benefits!DescriptionKey point of contact for all customer service inquiries relating to general customer service and website customer service.Work with the internal team to develop solutions and provide timely feedback to customers.Ensure the smooth operations of the website by assisting customers and store staff by rerouting, cancelling, adjusting, editing, refunding, and returning orders, and handling complaints by phone and by email.Support store staff with the order management system, processes, and procedures.Answer customer inquiries about product availability.Analyze current processes and procedures and identify ways to improve.Assist in the training and development of new members of the Customer Service team.Attend meetings with the Digital & E-Commerce Manager to discuss initiatives and activities.Assist with the monitoring of phone coverage.Must be able to perform all duties related to customer service in English and French.Participate in the buying process to understand vendor marketing direction, new product launches, and key messages.Redirect sponsorship requests to local stores.Support the Chief Marketing Officer and the Marketing department with translation requestsRequirements2 years of customer service experience, ideally working with a Customer Service ticketing system to track customer inquiries for follow-up and completionFluency in both written and verbal French and EnglishPost-secondary degree, diploma or certificate in a related field, or equivalent experienceProficiency in all Microsoft Office programs for effective communication and organizationExcellent written and oral communication skills with flawless grammar and spellingA team mindset with the ability to work in collaboration with marketing and internal cross-functional team members, store-level staff, and store ownersAbility to multitask and prioritize with minimal supervision in a fast-paced team environmentStrong interpersonal skills and ability to communicate confidently and respectfully, even when faced with conflictAnalytical problem solverStrong project management and organizational skillsPassion and knowledge regarding E-Commerce and Sporting Goods is an assetThis is an ideal position for a candidate who thrives in a fast-paced environment where every day is different. You enjoy assisting people and like connecting with both customers and store staff who are fulfilling e-commerce orders. You are a communications specialist and will be accountable for timely communications and conflict resolution. You are comfortable working in a digital environment, communicating with customers and stores by e-mail and by phone.Contact Liz x6 or submit your resume in confidence below.