Customer Service Rep. - Atomic NA, Specialty & Key Accounts

The Bilingual Customer Service Representative is a customer advocate within the Customer Service team that works to enhance a strong relationship with our specialty and key account dealers, sales team and CS team members.  Daily, the representative will work to strengthen our relationship with our accounts across both the specialty and key account portfolio this will include order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the accounts and internal teams.  This role is accountable for meeting targeted metrics and providing account relationship excellence.  

ESSENTIAL DUTIES & RESPONSIBILITIES 

The duties and responsibilities described below represent the expectations of the Specialty & Key Account Customer Service team member.  

• Effectively communicate with customers via, telephone, email and chat tools. 

• Identify and troubleshoot orders stuck in processing of B2B, SFA and EDI through ZGOIN to ensure orders flow into SAP in a timely manner 

• Closely monitor orderbook through our SAP reporting system to ensure timely shipments to the dealers. Investigate all open orders, make cancelation, substitution recommendations, provide status updates, remove delivery blocks and ensure the reps/dealers are notified of a change in status 

• Assist team members with workload and maintain KPI performance. 

• Assist manager 

• Assist on system testing and special projects 

• Assist on process definitions and mapping  

• Continuously evaluate and identify opportunities to drive process and system improvements that positively impact the customers’ experience.  
• Run frequent reports for things such as delivery blocks, past cancel, etc. to ensure orderbook is being maintained. 
• Support team through transitions 
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures 
• Perform other duties as required.
• Reinforces a positive and supportive day-to-day team environment 
• Travel to customer accounts or trade shows as requested to build sales relationships with accounts. 
• Reinforces a positive and supportive day-to-day team environment
• Perform other duties as required.

REQUIRED EDUCATION & EXPERIENCE 

• Bachelor’s Degree or College diploma, preferably in Business, Marketing, or Sports Management. Experience with High School Diploma or GED may be substituted for requirement as determined by leadership 

• 1-3 years previous experience in customer service preferred, preferably in winter & outdoor sports equipment. 

• Fluent in both French and English (Written and Oral) 

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES 

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• High Proficiency in Microsoft Suite (Outlook, Excel, Teams) 

• Strong interpersonal skills and ability to empathize with customers in sometimes intense situations 

• The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands 

• Excellent communication skills and self-confidence to work independently with an array of business areas and brands. 

• Ability to process large amounts of sales and order data, organizing and prioritizing as needed   

• Experience with SAP preferred 

• Experience with Salesforce or related CRM, preferred 

PHYSICAL DEMANDS & WORKING ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

This role is based out of our Belleville, Ontario office.  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift to 30 pounds, with or without accommodations.  

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

The noise level in the work environment is usually moderate.  

When specific circumstances are met, work from home may be an option, but must be approved by your direct manager. When utilized, the workflow must equal that of if the individual were working from the office setting. Amer Sports will not provide needs other than a laptop to work from home. (including but not limited to: internet, monitors, keyboard, mouse, speakers, etc.)

WHAT WE PROVIDE

• Comprehensive Heatlh, Dental & Vision Care
• Pension Plan
• Employee Discount Program
• Annual Recreation Allowance
• Annual Employee Purchase Allowance
• Annual Merit Increases
• Annual Bonus
  
  

SALARY RANGE:  $54,400 to $56,600 depending on experience