Customer Service Representative/Order Management

Full-Time, PERM

Location: Bradford, Ontario-100% On Site

Hours: 8:30am-5:00pm Monday-Friday

Salary: Up to $52K

Client

Family-owned company that gained their reputation for quality and built itself a household name in Europe. They provide high quality leisure products that not only look good but also enhance a wearer's lifestyle.

PERKS:

• Family oriented and happy work environment
• Very low call volume
• Monday to Friday - day shifts
• Stable company, in business for over 22 years
• Staff discounts
• Family environment
• No evening or weekend shifts.
• 2 weeks' vacation
• Open door policy

Seeking a detail-oriented, proactive, and customer-focused Customer Service & Administrative Assistant to support our growing business. This role is integral in ensuring a seamless experience for both our eCommerce/direct-to-consumer (DTC) end consumers and our wholesale B2B customers.

The ideal candidate will be comfortable working in a fast-paced environment, balancing multiple tasks, and serving as a key point of contact across both sales channels. To support our expanding operations, we are seeking a highly skilled, experienced Customer Service Administrative Assistant that will perform variety of order related functions and interactions with wholesale customers & end consumers, with a positive and professional manner as part of our Customer Service team.

If you are a Bilingual Customer Service & Administrative Assistant that specializes in Customer Service, fluent in French & English, who enjoys interaction and problem solving with customers, and appreciates a smaller company atmosphere, where your contributions will have tangible impacts, we invite you to apply and help us continue our tradition of excellence.

KEY RESPONSIBILITIES

Customer Service (eCommerce / DTC):

• Respond & resolve customer inquiries via email, phone, and chat in a timely and professional manner.
• Process online orders, returns, and exchanges using eCommerce and inventory platforms.
• Monitor and update order statuses, shipping information, and tracking.
• Handle customer complaints and escalate issues when necessary.
• Provide product information, size guidance, and support for online navigation.
• Liaise with the warehouse and shipping partners to resolve delivery issues.

Wholesale (B2B) Support:

• Serve as backup support for wholesale customer service, including order entry and account management.
• Maintain accurate customer records and account information in CRM or ERP systems
• A key responsibility is to try to satisfy the customer request for products, even if no longer available, by suggesting alternative products in inventory.
• Direct or inform the appropriate person responsible, in a timely and accurate manner, about any complaints regarding specific products, services provided, or questions regarding their accounts.

Administrative Support:

• Perform general administrative tasks including filing, data entry, and document management.
• Provide back up for invoicing
• Update and maintain inventory, pricing, and product information in relevant systems.
• Perform basic duties such as customer verifications, processing orders/returns and their various applications, processes, forms, and requests for information.
• Order processing which may include supplying order invoice, or handling returns for credit.
• Generation and preparation of records/ reports in computer system, relating to product sales/ availability and aid in communication with customers and end consumers.
• Inform the supervisory personnel regarding trends in external and internal communication trends.
• Call Transfer of incoming calls after complex inquiries and analyzing the accuracy of the information to the appropriate staff responsible for the area of inquiry. Screen/forward calls and messages to the appropriate individuals and keep accurate records of calls/messages.

EDUCATION & EXPERIENCE REQUIREMENTS:

• High school diploma or post-secondary diploma from an accredited institution.
• Fluent in English spoken and written
• Previous Customer Service or Call Center Experience
• Basic Microsoft office and computer proficiency skills

POSITION PROFILE AND QUALIFICATIONS:

• Fluent in English spoken and written
• Organizational skills and ability to prioritize tasks.
• Problem-solving skills and customer service mindset.
• Superb interpersonal skills, such as active listening, concern validation, taking responsibility for action and follow through.
• Ability to work in and manage "in office" work environment, collaboratively & respectfully in a team environment.
• Able to develop and maintain good working relationships with all members of the organization.