The Customer Experience Representative is a customer advocate within the Amer Sports Canada Customer Service team that works to build a strong ongoing relationship with our regional specialty dealers in conjunction with the field sales team.  Daily, the CXR will work to strengthen our sales relationship with our accounts across the regional specialty portfolio, working with them on order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the account and internal teams. This role is accountable for meeting targeted metrics and providing account relationship excellence to their assigned customer base.

Key Tasks Include

Customer Service:

• Interact with customer accounts via telephone calls and e-mails throughout the day taking care of orders, issues, or questions quickly and accurately.
• Resolve escalated service issues to ensure proper service recovery.
• Understand and communicate assigned Amer Sports brand product category features and benefits.
• Closely monitor existing orders to ensure timely delivery to the consumer.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Order Processing and Order Management:

• Complete and monitor the order cycle from order entry through product delivery to customer, including changes to orders, cancellations and related customer communications (including pre-book, at once, custom, returns, and samples) to ensure satisfaction of our internal and external customers and repeat business.
• Maximize potential sales opportunities with accounts offering solutions for product that may be oversold or backordered.
• Lead and/or participate in projects related to the improvement of sales and support to our customers

Account Building:

• Partners with and supports the field sales team to understand their territory and account base in order to maximize future and present sales and service opportunities.
• Builds strong relationships with our dealers by focusing on specific customer needs, problem solving, and prompt follow up.
• Works closely in supporting the sales goals and initiatives by interacting with our customers on a day to day basis and understanding their specific business needs.

Additional Duties:

• Provide new hire training to teammates as requested.
• After Sales Service which includes the processing of returns and repairs.
• Perform other duties as required.

Required Skills & Abilities:

• Fluent in both French and English (written and oral)
• Proficient in Microsoft Office applications (Outlook, Word, Excel)
• Solid Customer Service skills
• Ability to handle escalated customer situations
• College diploma preferably in Business, Marketing, or Sports Management.
• Preference given to candidates that have Salesforce and SAP experience.

Salary Range:  $44,616 to $46,644 per annum