Established in 1973, Roots is a proudly Canadian lifestyle brand that celebrates authenticity, quality, and community. Inspired by the great outdoors, we create timeless, sustainable apparel and leather goods designed for comfort and everyday adventure. At Roots, we believe in fostering a culture of inclusivity, creativity, and teamwork – where every team member plays a role in shaping our brand’s legacy. If you bring passion to everything you do, lead with integrity, and believe in the power of collaboration to drive growth, we’d love to have you on our journey!

Nature & Scope → Your Role at Roots

Reporting to the Customer Service Manager, you will consistently deliver great customer experiences within a retail environment. You will fulfill the transactional needs of customers, proactively identifying and discussing customer needs and if required referring to an appropriate team member or fulfilling directly where appropriate. You will ensure compliance and adherence to policies and procedure, as well as assist with the retail operations team through completion of assigned tasks to ensure an effectively and efficiently operating branch.

Key Responsibilities → How You’ll Make an Impact

• Offer customers personalized service and identify their needs to restore brand satisfaction
• Takes appropriate measures in ensuring that an excellent standard of service and a high level of customer satisfaction are maintained
• Inform customers on a specific range of our products and services related to their recent purchase, and offer suggestions
• Answer telephone calls and respond to customers' requests (daily average of 100 incoming and or email inquiries)
• Interact with customers, Roots Store Managers and the supply chain team to resolve and communicate issues, changes, delays, product shortages and cancellations
• Meets deadlines and responds to customer intake within a designated timeframe
• Process cash and clearing transactions, abiding by current policies
• Keeps current on products, policies, newsletter and service updates

Qualifications & Experience → The Skills You Bring

• 5+ years related experience preferably in a call Centre and customer service environment.
• Experience handling cash in a customer service/sales capacity.
• Adaptable to a fast-paced environment.
• Bilingual in English & French an asset.
• Willing to work long hours during peak business seasons.
• Experience with call Centre phone system an asset.

At Roots we appreciate that skills and expertise are cultivated through a range of experiences. We are committed to reflecting Canada's diverse landscape in our products, team, and workplace culture. We value your unique perspective and encourage you to apply, even if you don't meet every listed requirement. Accommodations are available for applicants throughout the recruitment process.