Bilingual Customer Experience Representative

**POSITION TITLE**: Bilingual Customer Experience Representative -Salomon Canada

**REPORTS TO**: Customer Experience Manager

**LOCATION**:In person/onsite**-659C College Street East, Belleville, ON

**(Possibility of hybrid work following training period)**

**OVERVIEW**

We are seeking a highly motivated and personable Bilingual Customer Experience Representative for Salomon Canada as part of our Amer Sports 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 Amer Sports Canada Customer Experience team In this exciting role, you'll be a customer advocate within the Customer Experience team working to build a strong ongoing relationship with our regional specialty dealers in conjunction with the field sales team.

**SCOPE OF WORK**: Salomon, Atomic, Armada, and Peak Performance
- Future additions as business needs require.

**PRIMARY FOCUS**:

- Canada

**ESSENTIAL DUTIES & RESPONSIBILITIES**
- **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.

**REQUIRED EDUCATION & EXPERIENCE**
- College diploma preferably in Business, Marketing, or Sports Management
- Fluent in both French and English (written and oral)
- At least one year of previous experience in customer service.

**QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES**

The requirements listed below are representative of the knowledge, skill and/or ability required.
- Passion for sports or previous experience working or playing in a team environment also preferred.
- Solid Customer Service skills
- Ability to handle escalated consumer situations
- 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.

**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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. The employee must occasionally kneel, stoop, crouch, twist and lift up to 20 pounds, with or without accommodations.

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

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.