About the role

E-Commerce and Warranty Representative supporting Bauer hockey consumers and retail partners. Handling bilingual inquiries, online transactions, replacements, deliveries, and warranty claims.

Responsibilities

Engage with English- and French-speaking consumers through calls, chats, and emails regarding product and service inquiries
Assist with e-commerce transactions
Process replacement orders
Process shortages and substitutions, with follow-up communication
Investigate missing or lost packages and liaise with logistics teams and carriers to resolve delivery discrepancies
Manage and process warranty claims in accordance with policy, offering equivalent substitutions when necessary
Handle escalations and involve the manager as appropriate
Identify and process parts replacements and shipments
Maintain product and systems knowledge through internal training and educational sessions
Communicate with teammates and liaise with internal departments as needed

A high school diploma is required; a post-secondary college certificate or diploma is preferred
Strong verbal and written communication skills, with a professional approach and manner
Ability to adapt and multitask in a fast-paced, changing work environment
Personal accountability and pride in daily performance
Ability to manage multiple mailboxes and applications
Self-motivated and capable of working independently
Strong team orientation
Proficiency in Microsoft Outlook, Word, and Excel
Knowledge of hockey products is an asset
Proficiency in Shopify or another e-commerce platform
Proficiency in Gladly or a similar CRM system
Familiarity with SAP or similar ERP software
Resume required in both French and English