E-Commerce Customer Service Specialist

2 weeks ago

Montreal administrative region, Canada Proforce Personnel Full time

***Thank you in advance, please don't apply to this position if you do not have either your PR or a valid work permit*** Our client, a leading manufacturer of athletic apparel and accessories, is looking for a talented Customer Service Specialist to join their team This person will oversee customer support on their website and marketplaces, managing returns, warranties, validating orders, bringing picking slips to the warehouse and ensuring that every order is handled with accuracy, efficiency and a personal touch Responsibilities 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. MARKETPLACES Endless Isle, Altitudes Sports, Amazon, etc 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. Requirements 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. 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 code Free on-site parking #J-18808-Ljbffr

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