At Rawlings, our mission is to enhance the performance and enjoyment of athletes of all ages and abilities through innovation and marketing of the finest sports equipment and apparel available. We are looking for a Bilingual Customer Service Representative to join our team in Paris, Ontario. This position will be full-time in office.

Primary Job Function and General Overview:

The bilingual customer service representative is responsible for handling English/French external and internal correspondences and telephone calls. This Customer Service Person delivers proven overall day-to-day customer satisfaction and support through product knowledge and by processing orders, answer incoming phone calls, questions and troubleshoots issues. Knowledgeable and experienced to anticipate product availability to fulfill customer needs and to ensure customer satisfaction.

Essential Job Duties & Responsibilities:

• Ability to fluently speak and write in English/French
• Working knowledge of Amazon Vendor Central, SPS Commerce, and EDI PO processing.
• Reviews and monitors daily incoming and existing orders for EDI transmission issues, inventory availability, ship-to setup, request dates, and distribution coordination (e.g., pick tickets).
• Ability to troubleshoot and resolve EDI errors to ensure timely processing of purchase orders and shipments.
• Responsible for managing Amazon catalog availability, ensuring SKUs/ASINs are enabled or disabled according to real-time inventory
• Coordinates EDI setup with accounts by cross-referencing account details, ship-to locations, item data, pricing, and requested delivery dates in compliance with customer-specific requirements and EDI standards.
• Oversees and supports FGL accounts, including order processing and management, and handles invoicing through SPS Commerce.
• Ensures timely and accurate order fulfillment based on customer request dates and follows up on backorders, shipment tracking, and delinquent orders.
• Keys, prints, and updates orders in Docuware.
• Answers incoming customer and account phone calls using the Five9 Customer Service Phone Queue system.
• Processes customer orders, responds to inquiries regarding products, pricing, orders, and returns, and provides solutions to customer service issues in a professional manner.
• Troubleshoots and resolves customer concerns, ensuring clear and courteous communication throughout.
• Reviews, analyzes, and resolves warranty requests in a timely manner as per policy. Ensure follow-up by staying in touch and advise all Customers/Consumers RA is completed. Familiarity with product lines is beneficial.

Knowledge, Skills and Abilities

• Fully Bilingual English/French
• Proven Customer Service Skills with 3 years prior customer service experience.
• Experience with Incorta, E1, SPS Commerce and EDI systems and practices.
• Experience Working with Amazon Vendor Central. Specifically, purchase order process and catalog management.
• Proficient with Microsoft Office software, Word and Power Point.
• Advanced Excel skills.
• Excellent alpha and numeric data entry skills.
• Strong attention to detail.
• Excellent communication with high level of professionalism and positive people-interface skills.
• Excellent organizational skills and strong ability to multi-task.
• Secondary School or College Diploma.

Working Conditions: General office working conditions.

LANGUAGE SKILLS

Ability to read and interpret documents such as contracts, reports, write advertising, and correspondence in English and French. Ability to speak effectively before groups of customers or employees within the organization. Must have proven exceptional written presentation and verbal communication skills.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Proficiency with Excel is required.

PHYSICAL DEMANDS

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands requiring finger dexterity, and handling or working with equipment. The employee is frequently required to reach with hands and arms. The employee is regularly required to stand and walk. The employee will occasionally lift and/or move objects weighing 10-25 pounds. Specific vision abilities required by this job include close vision, distance vision, and colour vision. Employee will be required to hear the telephone.

This job description does not list all the duties of the job. Position may be required to perform other duties as needed.