E-Commerce Customer Service Specialist

Proforce Personnel; Montreal; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading manufacturer of athletic apparel in Montreal seeks a Customer Service Specialist to oversee customer support on its website and marketplaces. The role requires bilingual communication skills in French and English, as well as experience in e-commerce or retail environments. You will be responsible for managing returns, warranty requests, and ensuring exceptional customer experiences. This position offers a range of benefits, including a retirement plan, comprehensive insurance, and flexible working hours.

Benefits

Retirement plan with employer contribution

Comprehensive insurance for family

24/7 telehealth access

Employee discounts on products

Birthday day off

Flexible hours and personal days

Team and social events

Casual dress code

Free on-site parking

Qualifications

• Proven experience in customer service, ideally in an e-commerce or retail environment.
• Strong written and verbal communication skills in both English and French.
• Ability to work onsite in Montreal and collaborate with the warehouse team.

Responsibilities

• Oversee customer support on websites and marketplaces.
• Manage returns and warranty requests with precision.
• Collaborate with multiple teams to ensure consistent customer experience.

Skills

Bilingual (French/English)

Communication skills

Attention to detail

Multitasking

Tools

Shopify

Loop

Gorgias

Job description

Customer Service Specialist

Thank you in advance, please don't apply to this position if you do not have either your PR or a valid work permit.

Our client, a leading manufacturer of athletic apparel and accessories, is looking for a talented Customer Service Specialist to join their team! This person will oversee customer support on their website and marketplaces, managing returns, warranties, validating orders, bringing picking slips to the warehouse and ensuring that every order is handled with accuracy, efficiency and a personal touch.

Responsibilities

• Deliver exceptional customer support through Gorgias, answering questions, resolving issues, and ensuring every customer feels heard and cared for and optimizing the AI chat box.
• Manage and process returns requests via Loop within our platforms.
• Coordinate physical returns with the warehouse team, ensuring proper processing and communication with customers. Make sure to create monthly postmortems of reasons of returns for the Product Committee.
• Manage warranty requests via Gorgias, from initial contact to final resolution, always with empathy and precision. Make sure to create monthly postmortems for product issues for the Product Committee.
• Validate online orders in Shopify, prepare and print picking slips (Shopify), and bring or send to the warehouse to ensure smooth and accurate fulfillment.
• Collaborate daily with the e-commerce, marketing, and warehouse teams to maintain operational flow and a consistent customer experience.

Marketplaces

• Manage our online marketplaces uploading inventory, product images and product information in the different platforms.
• Validate online marketplace orders (on their specific platforms), prepare and print picking slips, send to the warehouse to ensure smooth and accurate fulfillment.
• Optimize inventory availability (with all warehouses) and make sure the marketplace is always optimal for maximum sales opportunity.

Marketing Needs

• Prepare and coordinate shipment of marketing samples, product seeding, sales tools (catalogues, racks, pop etc), supporting all marketing initiatives and partnerships.
• Share customer insights and feedback to help improve online experience, FAQs, and product information.

Requirements

• Bilingual (French/English) — strong written and verbal communication skills are essential.
• Experience in customer service, ideally in an e-commerce or retail environment.
• Familiarity with Shopify, Loop, and Gorgias (or similar platforms).
• Strong attention to detail and the ability to multitask in a fast-paced environment.
• Excellent communication skills in both English and French.
• A positive attitude, patience, and a genuine desire to help others.
• The ability to work onsite at our Montreal office and collaborate with the warehouse team when needed.

Benefits

• Retirement plan with employer contribution.
• Comprehensive insurance - Manulife group plan for you and your family.
• 24/7 telehealth access - Speak to a doctor within 15 minutes via the AllHealth app.
• Product perks - Employee discounts and opportunities to test new products.
• Birthday day off - Enjoy your special day, on us!
• Work-life balance - Flexible hours, personal days, and reduced Friday hours year-round.
• Team and social events throughout the year.
• Casual dress code.
• Free on-site parking.