E-Commerce & Warranty Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage directly with consumers through phone calls, chats, and emails regarding inquiries about products and services, ensuring that service quality standards are met for both English- and French-speaking customers.

• Provide assistance with e-commerce transactions.

• Handle the processing of replacement orders.

• Manage inventory and substitutions, including necessary follow-ups.

• Investigate missing or lost packages, coordinating with logistics and carriers to resolve any delivery issues.

• Identify problems and manage consumer and business partner claims according to warranty policy, offering equivalent replacement solutions when appropriate.

• Handle requests that require escalation to a manager for review when necessary.

• Identify and ship replacement parts as required.

• Stay updated on product and system knowledge through internal training sessions.

• Communicate and collaborate with colleagues and liaise with internal departments as needed.

⛳️ Requirements

• A post-secondary certificate or diploma is preferred; however, a high school diploma is mandatory.

• Exceptional verbal and written communication skills, demonstrating a professional demeanor in all interactions.

• Capability to adapt and multitask effectively in a fast-paced and evolving environment.

• A strong sense of personal accountability and the commitment to deliver your best work every day.

• Ability to manage multiple tasks, email inboxes, and applications efficiently.

• Self-motivated and independent, while also able to seek support from your Bauer team when needed.

• Strong team-oriented mindset, recognizing that ambitious goals require collaboration.

• Proficient in Microsoft Outlook, Word, and Excel; with experience in consulting spreadsheets and spec sheets to find necessary information.

• Familiarity with hockey products is advantageous.

• Experience with Shopify or other e-commerce platforms is a plus.

• Previous experience with Gladly or a similar CRM system is beneficial.

• Knowledge of SAP or comparable ERP software is an asset.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Supportive team environment that values collaboration.

• Opportunities for career advancement within the company.

• Competitive compensation and benefits package.