Bilingual Customer Service Associate - Sporting Goods

Description

• Serve as a primary point of contact for general customer service and website-related inquiries.
• Provide customer service support in both English and French by phone and email.
• Work with internal teams to resolve customer issues and provide timely, accurate communication.
• Support the smooth operation of the website by assisting customers and store teams with order changes, cancellations, refunds, returns, adjustments and related requests.
• Manage customer concerns and complaints professionally and effectively.
• Support store teams with the order management system, related processes and procedures.
• Respond to inquiries regarding product availability.
• Identify opportunities to improve customer service processes and procedures.
• Assist with the onboarding and training of new Customer Service team members.
• Participate in meetings with the Digital & E-Commerce Manager regarding current initiatives and activities.
• Assist with monitoring phone coverage and service levels.
• Participate in the buying process to better understand vendor marketing direction, product launches and key messaging.
• Redirect sponsorship requests to appropriate local stores.
• Support the Chief Marketing Officer and Marketing team with translation requests.
• Complete other related duties as required.

Requirements

• Fluency in written and spoken French and English.
• 1-2 years of customer service experience is considered an asset.
• Post-secondary degree, diploma or certificate in a related field, or equivalent practical experience.
• Strong written and verbal communication skills with excellent grammar and spelling in both languages.
• Strong interpersonal skills and the ability to communicate confidently and respectfully, including during difficult or conflict-based situations.
• Ability to work independently while also contributing effectively within a collaborative team environment.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical abilities.
• Proficiency with Microsoft Office.
• Ability to work effectively with marketing, internal cross-functional teams, store staff and store owners.
• Strong attention to detail.
• Interest in e-Commerce and sporting goods is considered an asset.

Corporate Culture

• Base salary of $50,000 to $53,000.
• Full-time employment.
• Hybrid work arrangement with four days remote and one day in the Burlington office.
• Regular Monday to Friday schedule.
• Occasional Saturday work when required.
• Opportunity to work with a well-established Canadian sporting goods organization.
• Exposure to e-Commerce, retail operations, marketing and customer experience.

About Source for Sports

Sports Distributors of Canada Ltd. is a member-owned buying group representing more than 200 retail locations across Canada and the United States. The SDC head office is located in Burlington, Ontario and operates a general sporting goods division under the Source for Sports® brand and an outdoor division under the Source for Adventure® brand. Sports Distributors of Canada is committed to ensuring equal access and participation for people with disabilities. Accommodation policies are available upon request throughout the selection, assessment and employment process.