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Bilingual Customer Experience Representative
4 months ago
**OVERVIEW**
The **Customer** **Experience** **Representative **is a customer advocate within the Amer Sports Canada Customer Service team that works to build a strong ongoing relationship with our regional specialty dealers in conjunction with the field sales team. Daily, the CXR will work to strengthen our sales relationship with our accounts across the regional specialty portfolio, working with them on order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the account and internal teams. This role is accountable for meeting targeted metrics and providing account relationship excellence to their assigned customer base.
**KEY TASKS**
- Customer Service_
- Resolve escalated service issues to ensure proper service recovery.
- Understand and communicate assigned Amer Sports brand product category features and benefits.
- Closely monitor existing orders to ensure timely delivery to the consumer.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Order Processing and Order Management_
- Complete and monitor the order cycle from order entry through product delivery to customer, including changes to orders, cancellations and related customer communications (including pre-book, at once, custom, returns, and samples) to ensure satisfaction of our internal and external customers and repeat business.
- Maximize potential sales opportunities with accounts offering solutions for product that may be oversold or backordered.
- Lead and/or participate in projects related to the improvement of sales and support to our customers
- Account Building_
- Partners with and supports the field sales team to understand their territory and account base in order to maximize future and present sales and service opportunities.
- Builds strong relationships with our dealers by focusing on specific customer needs, problem solving, and prompt follow up.
- Works closely in supporting the sales goals and initiatives by interacting with our customers on a day to day basis and understanding their specific business needs.
- Additional Duties_
- Provide new hire training to teammates as requested.
- After Sales Service which includes the processing of returns and repairs.
- Perform other duties as required.
**SKILLS & EXPERIENCE REQUIRED**
- Post Secondary education in Business, Marketing, or Sports Management
- **Exceptional Service Orientation**:Strong interpersonal skills and the ability to empathize with clients in sometimes intense situations.
- **Ability to Adapt**:Able to quickly change priorities and focus based upon the business demands.
- **Self-confidence and excellent Communication skills**: Able to work independently and communicate with multiple teams and levels within an array of brands (matrix environment).
- **Attention to detail with outstanding follow-through and time management skills**:Able to multi-task and complete all duties on time and completely with sometimes conflicting priorities.
- At least one year of previous experience in customer service.
- Passion for sports or previous experience working or playing in a team environment also preferred.
**Job Types**: Full-time, Permanent
Pay: $44,616.00-$46,644.00 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
**Experience**:
- Customer Service: 1 year (preferred)
**Language**:
- French (required)
Work Location: In person
