Job Description

Mission

The Customer Satisfaction Associate is responsible for interacting with our customers to support and enhance their experience with our brands.

Working Relationships

The Customer Satisfaction Associate reports to the Customer Service Supervisor and works closely with customer service, marketing, sales, and administration for all of Canadawide Sports' brands.

Key Accountabilities

Customer Satisfaction


Communicating with our retail customers, wholesale partners and community via email, phone and live chat Identifying and escalating delivery issues with the warehouse and shipping department to ensure that the customers receive their products in a timely manner; Ability to handle escalated customer complaints from wholesale and retail customers and having a calm attitude under pressure; Self-sufficient in identifying and resolving customer inquiries across our brands for our wholesale and retail partners, while also flagging wider spread issues in order to improve brand loyalty and overall customer experience; Providing our sales team with support by troubleshooting wholesale customer issues, setting up new wholesale accounts, listing documents and order entry; Providing customers with information on our products including care, how to use, and promoting new seasonal launches; Working with the sales and shipping departments on returns, exchanges, and resolving shipping errors; Miscellaneous office duties in order to support our team and office;



Order Entry


Receiving orders through our EDI tool (SPS Commerce) and entering these orders into Shopify and/or NetSuite with accuracy; Communicating any issues to the warehouse or shipping team and/or account managers; and Ensuring service levels are maintained with each partner (order acknowledgment, shipping timelines, invoicing). Wholesale order entry and data entry, as mentioned above Regular review of the wholesale order book to ensure that orders are shipped per the customers' expectations, out of stock items are canceled or substituted, and/or any other special requirements are executed Ensure manual orders are entered to the correct warehouse(s) where stock is available Assist in generating special quotes for Special programs




Logistics


Support co-branding efforts, including entry, tracking, and shipment coordination with our co-branding partner. Assist with label creation and fulfillment to ensure accurate and timely deliveries. Manage UPS tracking information, ensuring all shipment details are up to date and any missing information is promptly addressed. Generate UPS shipping labels and provide shipment quotes for customers in collaboration with the CWS Team. Handle special shipping requests, including expedited shipping, international shipments, and customer-specific carrier requirements. Maintain accurate shipping records and documentation for internal tracking and customer reference. Assist with return shipping processes, including return label generation, tracking, and communication with customers on returns. Ensure compliance with company shipping policies and procedures, as well as carrier regulations.

Requirements

1+ years of experience working in customer service, e-commerce, retail or relevant field; You are a natural and confident communicator who takes the time to understand customer's needs, and find solutions that will meet and exceed customer expectations; You are a quick learner and motivated to find processes to improve and ways to support our customers. You are a team player who knows the importance of working across departments to develop solutions for the customer and the company; You are organized and keenly aware of how to prioritize a variety of tasks from escalated customer complaints to supporting our sales team with order entry and the timely delivery of our products; You have experience with systems like Shopify and NetSuite plus are adept in learning new platforms Bilingual in French an asset, but not required

Qualities We Are Looking For

Strong customer service orientation with excellent listening, verbal, and written communication skills. Strong problem-solving skills with the ability to effectively prioritize and execute tasks while under pressure * Genuine interest and passion for wellness, the outdoors, movement