Bilingual Customer Service Associate

JRoss Recruiters; Burlington; Hybrid; CAD 50,000 - 53,000; Full time

Benefits offered by this job

Hybrid work arrangement

Regular schedule

Exposure to e-Commerce and retail ops

Job summary

Source for Sports, part of Sports Distributors of Canada Ltd., seeks a bilingual Customer Service professional to handle English and French inquiries for a leading Canadian sporting goods organization. You will support online and in-store processes, collaborate with marketing and store teams, and assist with order changes, refunds and translations.

The role offers a hybrid work arrangement (four days remote, one day in Burlington office) with a Monday–Friday schedule and occasional Saturdays.

Qualifications

• Fluency in written and spoken French and English.
• 1-2 years of customer service experience is asset.
• Post-secondary degree, diploma or certificate in a related field, or equivalent practical experience.
• Strong written and verbal communication skills with excellent grammar in both languages.
• Strong interpersonal skills and the ability to communicate confidently and respectfully, including during difficult or conflict-based situations.
• Proficiency with Microsoft Office.
• Interest in e-Commerce and sporting goods is considered an asset.

Responsibilities

• Serve as a primary point of contact for general customer service and website-related inquiries.
• Provide customer service support in both English and French by phone and email.
• Work with internal teams to resolve customer issues and provide timely, accurate communication.
• Support the smooth operation of the website by assisting customers and store teams with order changes, cancellations, refunds, returns, adjustments and related requests.
• Manage customer concerns and complaints professionally and effectively.
• Support store teams with the order management system, related processes and procedures.
• Respond to inquiries regarding product availability.
• Identify opportunities to improve customer service processes and procedures.
• Assist with the onboarding and training of new Customer Service team members.
• Participate in meetings with the Digital & E-Commerce Manager regarding current initiatives and activities.
• Assist with monitoring phone coverage and service levels.
• Participate in the buying process to better understand vendor marketing direction, product launches and key messaging.
• Redirect sponsorship requests to appropriate local stores.
• Support the Chief Marketing Officer and Marketing team with translation requests.
• Complete other related duties as required.

Skills

Bilingual English-French

Customer service

Strong communication

Organizational skills

Education

Post-secondary degree/diploma in related field

Tools

Microsoft Office

Job description

• Serve as a primary point of contact for general customer service and website-related inquiries.
• Provide customer service support in both English and French by phone and email.
• Work with internal teams to resolve customer issues and provide timely, accurate communication.
• Support the smooth operation of the website by assisting customers and store teams with order changes, cancellations, refunds, returns, adjustments and related requests.
• Manage customer concerns and complaints professionally and effectively.
• Support store teams with the order management system, related processes and procedures.
• Respond to inquiries regarding product availability.
• Identify opportunities to improve customer service processes and procedures.
• Assist with the onboarding and training of new Customer Service team members.
• Participate in meetings with the Digital & E-Commerce Manager regarding current initiatives and activities.
• Assist with monitoring phone coverage and service levels.
• Participate in the buying process to better understand vendor marketing direction, product launches and key messaging.
• Redirect sponsorship requests to appropriate local stores.
• Support the Chief Marketing Officer and Marketing team with translation requests.
• Complete other related duties as required.

Requirements

• Fluency in written and spoken French and English.
• 1-2 years of customer service experience is considered an asset.
• Post-secondary degree, diploma or certificate in a related field, or equivalent practical experience.
• Strong written and verbal communication skills with excellent grammar and spelling in both languages.
• Strong interpersonal skills and the ability to communicate confidently and respectfully, including during difficult or conflict-based situations.
• Ability to work independently while also contributing effectively within a collaborative team environment.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical abilities.
• Proficiency with Microsoft Office.
• Ability to work effectively with marketing, internal cross-functional teams, store staff and store owners.
• Strong attention to detail.
• Interest in e-Commerce and sporting goods is considered an asset.

Corporate Culture

• Base salary of $50,000 to $53,000.
• Hybrid work arrangement with four days remote and one day in the Burlington office.
• Regular Monday to Friday schedule.
• Occasional Saturday work when required.
• Opportunity to work with a well-established Canadian sporting goods organization.
• Exposure to e-Commerce, retail operations, marketing and customer experience.

About Source for Sports

Sports Distributors of Canada Ltd. is a member-owned buying group representing more than 200 retail locations across Canada and the United States. The SDC head office is located in Burlington, Ontario and operates a general sporting goods division under the Source for Sports brand and an outdoor division under the Source for Adventure brand. Sports Distributors of Canada is committed to ensuring equal access and participation for people with disabilities. Accommodation policies are available upon request throughout the selection, assessment and employment process.