Customer Service Specialist II (Bilingual : French / English)

Brooks Sports; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading sports apparel company in Burnaby is seeking a Customer Service Specialist II to manage customer orders and relationships. This bilingual role requires excellent communication and organizational skills. Successful candidates will have a high school diploma and preferred experience in customer service. This position offers an hourly pay range of $20.57 - $28.80 along with a robust benefits package.

Benefits

Robust benefits package

In-person collaboration

Qualifications

• 1 year customer service experience preferred.
• Strong ability to manage inquiries professionally.
• Ability to build relationships with retailers.

Responsibilities

• Process and track customer orders accurately.
• Respond to customer inquiries in a timely manner.
• Maintain the customer database and answer inquiries.

Skills

Bilingual in English and French

Verbal and written communication skills

Interpersonal skills

Attention to detail

Computer proficiency (Word, Excel, Outlook)

Education

High school diploma

Tools

Salesforce

Zendesk

Job description

Overview

Your Job

The Runner Experience Team provides a world-class customer service experience to all who run, every day, in a run happy way. With a service model centered around providing best-in-class service, they celebrate the run through each interaction with the customer. The Customer Service Specialist II is responsible for supporting retailers in managing their business through order processing, tracking, and review, as well as product explanation. In addition, he / she will build strong relationships with our retailers to serve as a listening ear to the valuable insights and feedback they provide on our products and brand.

Your Responsibilities :

• Responsible for accurate entry and tracking of customer orders and resulting follow-up and communication with customers
• Respond to reps / accounts within 24 hours of initial inquiry and interact with customers in a professional, friendly, helpful manner
• Ensure futures orders are shipped timely and accurately
• Place fill in orders as well as provide information on inventory availability to accounts and sales reps
• Issue RA numbers and defective credits as needed
• Communicate an account’s shipping and packing requirements to the warehouse
• Proactively communicate with Sales Management regarding large order cancellations
• Log specified topics into Salesforce tool to ensure consistent communication between departments
• Maintain customer database, answer inquiries / troubleshoot
• Communicate changes for an account to the appropriate party(s); i.e., billing or shipping address as changed, new phone number, or email address
• Provide accounts / consumers with information on our apparel and footwear lines, and be able to help a customer determine which product is best for them
• Maintain an organized and up-to-date filing system for accounts, orders, and correspondence that can be easily accessed by others when needed
• Work with Credit to resolve invoicing issues, filling out credit memos / debit memos as needed
• Direct to Consumer
• Support in daily queue responsibilities, including answering phone calls, chat messages, and emails from consumers, and social media messages linked to our Customer Relationship Manager (Zendesk) in both English and French
• Respond to customer inquiries outside of our Customer Relationship Manager, such as physical mail and voicemails forwarded by the front desk or colleagues in both English and French
• Participate in the creation of customer-facing content for our Zendesk Helpdesk to be displayed on the customer service section of the website
• Participate in the investigation of fraud orders and returns in collaboration with cross-functional teams
• Serve as an escalation point for loss or damage claims, replacement orders, and returns through marketplaces, our own ecommerce site , and through Brooks’ Run Happy Promise 90-day guarantee
• Other duties assigned, including projects and ad hoc requests
• Perform special projects and additional duties as assigned.
• Complete reports as requested by sales and management
• Reports to be completed on a regular basis to include Prepick, DSS, and hold monitoring
• Other duties as assigned

Qualifications :

• High school diploma required
• Bilingual in English and French, required
• 1 year customer service experience preferred
• Computer proficiency in Word, Excel, and Outlook
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
• Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
• Excellent interpersonal skills that inspire and build trus,t resulting in effective working relationships across the company, and with retailers and consumers
• Ability to interact effectively and professionally with all levels of the organization
• Strong ability to positively deal with adverse situations
• Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments’ operations and / or morale; “connecting the dots”
• Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary
• Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
• Embraces and lives the Brooks values!

Compensation : The pay range for this position, based out of the Brooks' Burnaby, Canada location, is $20.57 - $28.80 per hour. Base pay offered will vary depending on job-related knowledge, skills, and experience. Other : Brooks is proud to offer a robust benefits package to our employees and their families! Location : You will spend at minimum 3 days per week in our Burnaby offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.