Customer Service Representative - Returns & Warranty

Job Title: Customer Service Representative – Returns & Warranty

Location: Paris, Ontario | Full-Time In-Office

Status: Existing Vacancy (Hiring for an immediate start)

Compensation: $45,000 – $55,000 annually (commensurate with experience)

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 Customer Service Representative - Returns & Warranty to join our team in Paris, Ontario.

Role Overview

The Customer Service Representative – Returns & Warranty is responsible for managing product returns and warranty claims while providing timely, accurate, and professional support to customers. This role includes processing orders, communicating detailed product information, taking phone orders, responding to customer inquiries, monitoring product availability, and troubleshooting issues to ensure a positive customer experience.

Key Responsibilities

• Review, analyze and resolve all incoming warranty requests with either suitable product replacements and/or credits as determined. Knowledgeability in product lines will be an asset.
• When returns are slow you will be expected to assist with CSR duties as required, and back-up in department when short-staffed.
• Answers incoming phone calls and processes orders.
• Resolves general and technical product questions.
• Prepare and process all RA Requests in a timely manner as per policy. Ensure follow-up by staying in touch and advise all Customers/Consumers RA is completed.
• Communicate professionally to troubleshoot customer service issues.
• Follows up on back orders or delinquent orders and other related inquiries.
• Setup Pickup Tags with Couriers when needed.
• Serve as a liaison for finding and expediting picking tickets to meet customer expectations.
• Checks stock inventory as requested.
• Prepare proper documentation and shipping instructions.
• Attends Yearly Sales Meeting.

Qualifications

• Proven Customer Service Skills with 2 years prior customer service experience.
• Experience with Incorta, E1, SPS Commerce and EDI systems and practices considered an asset.
• 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.
• Knowledge of baseball/softball products, equipment, and terminology is considered an asset; direct experience playing baseball or softball is also valued.
• Secondary School or College Diploma.
• Legally entitled to work in Canada

(Note: Per Ontario law, we do not require specific "Canadian Experience" for this role; international experience is welcomed and valued.)

Rawlings Sporting Goods Total Compensation Package:

The health, well-being and financial stability of our employees are a high priority for us. Our benefit plan includes competitive compensation and a full range of life and career enhancing benefits. We offer the following benefits to all full-time employees (subject to required waiting periods):

• Comprehensive medical/dental/vision plans
• Company paid life and AD&D insurance
• Long-term disability insurance (employee paid premium)
• Employee Assistance Program.
• Group RRSP & TFSA (fully vested immediately) with Company match.
• Tuition reimbursement program
• Opportunities for advancement
• Employee Discount Program

Artificial Intelligence (AI) Disclosure

Important: This company uses Artificial Intelligence (AI) software to assist in the initial screening and assessment of applicant resumes. Human recruiters review all short-listed candidates before an interview is granted.

In accordance with the Working for Workers Act, we will notify all interviewed candidates of our final hiring decision within 45 days of their final interview.

Rawlings is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Rawlings regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

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