E-Commerce & Warranty Representative

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

📋 Description

• Interact with English- and French-speaking customers via calls, chats, and emails regarding inquiries about products and services.

• Assist customers with e-commerce transactions.

• Process orders for replacements.

• Manage shortages and substitutions, ensuring follow-up communication.

• Investigate cases of missing or lost packages, coordinating with logistics teams and carriers to address delivery issues.

• Handle warranty claims in line with company policy, offering equivalent replacements when necessary.

• Address escalated issues and involve management when appropriate.

• Identify, manage, and process parts replacements and shipments.

• Keep product and systems knowledge up-to-date through internal training and educational opportunities.

• Collaborate with teammates and coordinate with internal departments as required.

⛳️ Requirements

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

• Excellent verbal and written communication skills, demonstrating a professional demeanor.

• Ability to adapt and multitask effectively in a dynamic, fast-paced work environment.

• Demonstrates personal accountability and takes pride in daily performance.

• Capable of managing multiple mailboxes and applications efficiently.

• Self-driven and able to work independently.

• Strong orientation towards teamwork.

• Proficient in Microsoft Outlook, Word, and Excel.

• Knowledge of hockey products is a plus.

• Familiarity with Shopify or another e-commerce platform is required.

• Experience with Gladly or a comparable CRM system is essential.

• Understanding of SAP or similar ERP software is beneficial.

• A resume is required in both French and English.

🏝️ Benefits

• An equal opportunity employer.

• Access to internal training and educational programs.