Bilingual Customer Experience Representative

2 weeks ago

Belleville, Canada Amer Sports Canada Inc. Full time

**POSITION TITLE**: Bilingual Customer Experience Representative -Atomic North America
- Specialty & Key Accounts

**REPORTS TO**: Senior Manager of Customer Experience - North America

**LOCATION**:In person/onsite**-659C College Street East, Belleville, ON _ **(Possibility of hybrid work following training period)**_

We are seeking a highly motivated and personable Bilingual Customer Experience Representative for our _**Atomic North America team.**_ Are you passionate about the outdoors? Do you enjoy working as part of a cohesive team to get things done in a fun and efficient way? Then join our North America Customer Experience team In this exciting role, you'll be a customer advocate within the Customer Experience team working to enhance strong relationships with our specialty and key account dealers, sales team and CS team members.

**ESSENTIAL DUTIES & RESPONSIBILITIES**

The duties and responsibilities described below represent the expectations of the Specialty & Key Account Customer Experience team member:

- Identify and troubleshoot orders stuck in processing of B2B, SFA and EDI through ZGOIN to ensure orders flow into SAP in a timely manner
- Closely monitor orderbook through our SAP reporting system to ensure timely shipments to the dealers. Investigate all open orders, make cancelation, substitution recommendations, provide status updates, remove delivery blocks and ensure the reps/dealers are notified of a change in status
- Assist team members with workload and maintaining KPI performance.
- Assist manager
- Assist on system testing and special projects
- Assist on process definitions and mapping
- Continuously evaluate and identify opportunities to drive process and system improvements that positively impact the customers’ experience.
- Run frequent reports for things such as delivery blocks, past cancel, etc. to ensure orderbook is being maintained.
- Support CX team through transitions
- Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
- Travel to customer accounts or trade shows as requested to build sales relationships with accounts.
- Reinforces a positive and supportive day-to-day team environment
- Perform other duties as required.

**REQUIRED EDUCATION & EXPERIENCE**
- Bachelor’s Degree or College diploma, preferably in Business, Marketing, or Sports Management. _**Experience with High School Diploma or GED may be substituted for requirement as determined by leadership**_
- 1-3 years previous experience in customer service preferred, preferably in winter & outdoor sports equipment.
- Fluent in both French and English (Written and Oral)

**QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES**

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High Proficiency in Microsoft Suite (Outlook, Excel, Teams)
- Strong interpersonal skills and ability to empathize with customers in sometimes intense situations
- The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands
- Excellent communication skills and self-confidence to work independently with an array of business areas and brands.
- Ability to process large amounts of sales and order data, organizing and prioritizing as needed
- Experience with SAP preferred
- Experience with Salesforce or related CRM, preferred

**HYBRID WORK ENVIRONMENT**

Amer Sports will not provide needs other than a laptop to work from home. (including but not limited to: internet, monitors, keyboard, mouse, speakers, etc.)

**PHYSICAL DEMANDS & WORKING ENVIRONMENT**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand and walk.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus

The noise level in the work environment is usually moderate

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- **This role is based out of our Belleville, Ontario office.**_

**Job Types**: Full-time, Permanent

Pay: $52,728.00-$54,756.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Belleville, ON

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