Customer Service Representative

Job Title: Customer Service Representative

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 to join our team in Paris, Ontario.

Role Overview

The Customer Service Representative is responsible for handling external and internal correspondence and telephone calls. This role provides proven overall day-to-day customer satisfaction and support through product knowledge and by processing orders, answering incoming phone calls, questions and troubleshooting issues. Knowledgeable and experienced to anticipate product availability to fulfill customer needs and to ensure customer satisfaction.

Key Responsibilities

• Working knowledge of 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.
• 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.

Qualifications

• Proven Customer Service Skills with 3 years prior customer service experience.
• Ability to fluently speak and write in English (bilingual English/French considered an asset)
• Experience with Incorta, E1, SPS Commerce and EDI systems and practices.
• 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.
• 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: We use 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.