Customer Service Representative – Sportstyle and Forces- Bilingual in French and English

Job Description

OVERVIEW:

The Customer Service Representative (CSR) serves as a key business partner to Sportstyle and Forces channels, acting as the primary point of contact for assigned dealer accounts and Sales Representatives. This role is responsible for end-to-end ownership of the order book, ensuring strong execution across preseason and in-season business, while delivering best-in-class service that supports revenue growth, fill rate, and on-time delivery. The CSR plays a critical role in supporting Sales Representatives in driving revenue, managing account health, and ensuring seamless coordination across internal teams to meet financial and operational targets.

This position will be supporting customers in Quebec, Canada. The successful candidate must be fluent written and verbally in French.

ESSENTIAL DUTIES & RESPONSIBILITIES:[BM1]

The duties and responsibilities described below represent the expectations of a customer service representative.

• Reinforce a positive and supportive day to day team environment
• Create new orders and revise existing orders for Sportstyle, Forces, Sales Rep and Marketing accounts. Effectively communicate order status with customers via telephone, email and chat.
• Build strong relationships with our dealers and sales representatives by focusing on customer needs, problem solving, and follow through to drive repeat business
• Own the order from creation through delivery to ensure allocation, fulfillment, and OTIF delivery. This will include pre-season orders, contract orders, in-season reorders, sample/promotional orders, and returns.
• Work with Customer Service leadership to achieve and exceed monthly financial targets for shipping
• Partner with Credit and Accounts Receivable team to manage credit challenged accounts
• Use reporting tools to monitor orders that do not comply with Salomon order book policy and ensure all stakeholders are notified of order status. This may include:
  • revising existing orders
  • making cancelations or substitutions
  • providing ETAs or adjusting shipment windows
  • adding or removing delivery blocks
• Identify and investigate any discrepancies in the order book and communicate with internal and external stakeholders to clarify and resolve issues.
• Monitor inbound order flow to ensure accuracy of order data (pricing, seasonality, assortment, SKUs). Investigate and resolve any issues with order data via EDI or ZGOIN.
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• Assist team members with their workload as needed to meet team KPIs.

REQUIRED EDUCATION & EXPERIENCE

• High School Diploma or equivalent education
• 1-3 years of customer service experience, optimally in B2B, consumer goods business

[BM1]More about orderbook management, Fulfillment, managing deliveries through DC, manage

Partnering with credit on credit challenged accounts

Work with CS managers to achieve exceed the monthly shipping forecast - ring the register

Fill Rate Management

Qualifications

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience using SAP, or similar Point-of-Sale / order management system
• Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
• Experience using Salesforce, or similar CRM tool
• Strong interpersonal skills and ability to empathize with customers in sometimes tense situations
• Self-Driven, able to hold self-accountable to KPIs and Targets
• Ability to adapt to change priorities and business needs,
• Excellent communication skills and self-confidence to work independently in an array of business areas.

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 accommodation 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 listen. The employee is frequently required to sit, stand, and walk. The employee must occasionally kneel, stoop, crouch, twist, and lift up to 30 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

When specific circumstances are met, work from home 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 from the office setting. Amer Sports will not provide needs other than a laptop to work from home. (including the internet, monitors, keyboard, mouse, speakers, etc.)

Additional Information

Provide timely and effective consumer service expertise according to established guidelines and procedures.