Director of ECommerce owning online revenue for Nitro’s SaaS document workflow platform. Improving conversion, subscriptions and customer experience through data, testing and cross - functional leadership.
About the role
- E-Commerce and warranty representative supporting Bauer Hockey consumers and retailers. Handling online transactions, replacement orders, delivery issues, and warranty claims remotely in Canada.
Responsibilities
- Communicate directly with consumers (by phone, chat, and email) regarding product and service inquiries, while meeting service quality standards for both English- and French-speaking customers
- Assist with e-commerce transactions
- Process replacement orders
- Manage inventory and substitutions, including follow-up
- Investigate missing or lost packages, working with our logistics teams and carriers to resolve delivery issues
- Identify issues and manage or process consumer and business partner requests in accordance with the warranty policy, proposing equivalent replacement solutions when necessary
- Manage requests requiring review, escalating to the appropriate manager when necessary
- Identify and ship replacement parts
- Keep product and system knowledge up to date through internal training
- Communicate with colleagues and liaise with internal departments as needed
Requirements
- A post-secondary certificate or diploma is preferred; a high school diploma is required.
- Excellent verbal and written communication skills, with a professional approach and execution.
- Ability to adapt and multitask in a fast-paced, changing work environment.
- Personal accountability that drives you to take pride in delivering your best every day.
- Ability to manage multiple tasks, email inboxes, and applications.
- Motivated and self-directed, while understanding that your Bauer team is there to support you.
- Strong ability to work as part of a team, with an understanding that no one can achieve ambitious goals alone without the support of others.
- Proficiency in Microsoft Outlook, Word, and Excel; experience consulting spreadsheets and technical data sheets to select the required information.
- Knowledge of hockey products is an asset.
- Experience with Shopify or another e-commerce platform is an asset.
- Experience with Gladly or a similar CRM system is an asset.
- Familiarity with SAP or similar ERP software is an asset.
- Resume in both French and English required.
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