Bilingual Customer Experience Representative

2 weeks ago

Belleville, Canada Amer Sports Canada Inc. Full time

**OVERVIEW**

The **Bilingual Customer Experience Representative** is a customer advocate within the Customer Experience team that works to enhance a strong relationship with our specialty and key account dealers, sales team and CS team members. Daily, the representative will work to strengthen our relationship with our accounts across both the specialty and key account portfolio this will include order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the accounts and internal teams. This role is accountable for meeting targeted metrics and providing account relationship excellence.

**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

Note: When specific circumstances are met, a hybrid work model may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working full-time from the office setting.

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

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

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Schedule:

- Monday to Friday

Application question(s):

- Are you fully bilingual in French/English - both oral and written?

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: In person

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