E-Commerce Customer Support Representative

Founded in 1961, KOMBI is the Canadian leader in winter accessories. Known for its high-quality gloves and mittens, KOMBI has expanded its know-how into a full line of head-to-toe winter accessories. A Canadian family brand distributed in stores in over 20 countries, KOMBI’s goal is to keep people warm, inside and out. ABOUT THE ROLE Do you love creating positive experiences and helping people? Are you motivated by teamwork, problem-solving, and bringing care to every customer interaction? Join our customer service team as the B2C Customer Service specialist and help us make every online purchase as warm and seamless as our mitts. You’ll oversee customer support on our website and our marketplaces — managing returns, warranties, validating orders, bringing picking slips to the warehouse — and ensuring every order is handled with accuracy, efficiency, and a personal touch. KEY RESPONSIBILITIES KOMBICANADA.COM Deliver exceptional customer support through Gorgias, answering questions, resolving issues, and ensuring every customer feels heard and cared for and optimizing the AI chat box. Manage and process returns requests via Loop within our platforms. Coordinate physical returns with the warehouse team, ensuring proper processing and communication with customers. Make sure to create monthly postmortems of reasons of returns for the Product Committee. Manage warranty requests via Gorgias, from initial contact to final resolution, always with empathy and precision. Make sure to create monthly postmortems for product issues for the Product Committee. Validate online orders in Shopify, prepare and print picking slips (Shopify), and bring or send to the warehouse to ensure smooth and accurate fulfillment. Collaborate daily with the e-commerce, marketing, and warehouse teams to maintain operational flow and a consistent customer experience. Manage our online marketplaces uploading inventory, product images and product information in the different platforms. Validate online marketplace orders (on their specific platforms), prepare and print picking slips, send to the warehouse to ensure smooth and accurate fulfillment. Optimize inventory availability (with all warehouses) and make sure the marketplace is always optimal for maximum sales opportunity. MARKETING NEEDS Prepare and coordinate shipment of marketing samples, product seeding, Sales tools (catalogues, racks, pop etc), supporting all marketing initiatives and partnerships. Share customer insights and feedback to help improve online experience, FAQs, and product information. WHAT WE ARE LOOKING FOR Bilingual (French/English) — strong written and verbal communication skills are essential. Experience in customer service, ideally in an e-commerce or retail environment. Familiarity with Shopify, Loop, and Gorgias (or similar platforms). Strong attention to detail and the ability to multitask in a fast-paced environment. Excellent communication skills in both English and French. A positive attitude, patience, and a genuine desire to help others. The ability to work onsite at our Montreal office and collaborate with the warehouse team when needed. WHY WORKING AT KOMBI? Immerse yourself in the dynamic and exciting outdoor industry. Work in a fun, fast-paced environment with a lifestyle and sports vibe. Be part of a passionate team that embraces challenge and innovation. Help shape the future of e-commerce for a brand that celebrates adventure and winter fun. BENEFITS Retirement plan with employer contribution Comprehensive insurance – Manulife group plan for you and your family 24/7 telehealth access – Speak to a doctor within 15 minutes via the AllHealth app Product perks – Employee discounts and opportunities to test new products Birthday day off – Enjoy your special day, on us Work-life balance – Flexible hours, personal days, and reduced Friday hours year-round Team and social events throughout the year Casual dress codeFree on-site parking #J-18808-Ljbffr