Customer Service Representative

SUMMARY

As a B2C and B2B Customer Service Representative, you will be the first point of contact for our customers from our online sales service. You will play a crucial role in the customer experience by providing exceptional service and ensuring customer satisfaction and loyalty. You will also be responsible for providing support to B2B clients, including retailers, ski resorts, and our key B2X customers, namely our retailers’ employees, ski instructors, and athletes.

RESPONSIBILITIES:

B2C Customer Service:

• Handle customer inquiries via phone, email, and Salesforce.
• Assist customers with their orders, returns, and product exchanges.
• Provide information about products, promotions, and events.
• Resolve customer complaints and issues efficiently and professionally.
• Collect and relay customer feedback to the online sales management team.

B2B Support:

• Act as a point of contact for B2B accounts, including resellers and ski resorts.
• Enter orders into the system, verify them, and coordinate with logistics.
• Assist business partners with product, delivery, and billing issues.
• Provide administrative support, including maintaining customer records and databases with relevant information.
• Provide support to our valued B2X clients placing orders online.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements, physical demands and work environment listed below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience 

• High school diploma required; a college degree is a plus.
• Minimum of 2 years of experience in customer service or a similar role.
• Knowledge of the ski industry and winter sports is considered an asset.

OTHER SKILLS AND ABILITIES

Language Skills 

• Bilingual in French and English required.
• Excellent verbal and written communication skills.
• Ability to read and interpret documents such as workplace regulations, and to prepare routine reports and correspondence.

Mathematical Skills 

• Ability to work with basic mathematical concepts.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability 

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• Position requires strong problem solving and prioritization skills, as well as the ability to take initiative and work independently.

Computer Skills 

• Proficiency with computer tools and customer relationship management (CRM) software.
• Proficiency with Microsoft Office applications.
• Report generation software.

Communications/Leadership Skills 

• Ability to maintain a positive attitude and effectively work/interact with all departments throughout the organization. 
• Participation in meetings, training sessions, and communications via Microsoft Teams, as required by operational needs and circumstances.

Physical Demands 

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment 

• The noise level in the work environment is usually moderate.
• Office work with a height-adjustable workstation (sit-stand).
• Work schedule is Monday to Friday from 8:30 AM to 5:00 PM.
• Office located in Bromont. Hybrid position requiring three days on-site and two days remote.