Bilingual Customer Service Associate - Sporting Goods

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

Benefits offered by this job

Hybrid work arrangement

Job summary

Source for Sports in Burlington, Ontario, is seeking a Bilingual (French/English) Customer Service Associate to support website sales and store operations within the Marketing team.

This full-time hybrid role, reporting to the Digital & E-Commerce Manager, requires strong communication, problem-solving, and the ability to manage multiple priorities in a fast-paced environment while serving customers and coordinating with stores and internal teams.

Qualifications

• Fluent in written and spoken French and English.
• 1-2 years of customer service experience is 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.

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.

Skills

French language

English language

Communication

Interpersonal skills

Organization

Problem solving

Microsoft Office

Education

Post-secondary degree/diploma/certificate

Tools

Microsoft Office

Job description

Source for Sports is seeking an enthusiastic, organized and highly service-oriented Bilingual (French/English) Customer Service Associate to join its Marketing team in Burlington, Ontario. Reporting to the Digital & E-Commerce Manager, this full-time role plays an important part in supporting website sales while ensuring customers and Source for Sports retail locations receive responsive, accurate and professional service. The successful candidate will be fully bilingual in French and English and will bring strong written and verbal communication skills, sound judgement and a genuine interest in helping people. This is an ideal opportunity for someone who enjoys solving problems, managing multiple priorities and working in a fast-paced environment where no two days are exactly the same. You will act as a key connection point between customers, stores, and the internal e-Commerce team, helping to keep orders moving, resolve issues and ensure a positive brand experience.

This is a hybrid position, working remotely four days per week and from the Burlington office one day per week. The regular schedule is Monday to Friday, with occasional Saturday work required based on business needs.

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.