Maintain and ensure the integrity of customer records in the ERP system.
Respond proactively and within established timeframes to inquiries from retailers and end customers via the CRM, email, or phone.
Collaborate with sales and production teams to find solutions that properly serve retailers and end customers.
Serve as the initial point of contact for warranty cases and work to resolve them with the Team Lead and Director of Quality.
Keep technical knowledge of the different product lines up to date to support retailers and end customers.
Inform the appropriate stakeholders (Product, R&D, Operations, Marketing, Finance, etc.) of customer feedback regarding price, products, quality, service, logistics, etc.; escalate or redirect issues quickly and effectively.
Contribute to improving internal processes to ensure quality customer service.
Support the Team Lead in carrying out various requests.

Post-secondary diploma in a relevant field.
3 to 5 years of relevant professional experience in customer service and order book management in a B2B environment; experience in the cycling industry is an asset.
Strong knowledge of Microsoft Office (Excel, Word, Outlook); advanced ERP and CRM experience.
Knowledge of Microsoft Dynamics 365 Business Central (Microsoft BC) is a major asset.
Bilingual: French and English required, both spoken and written, to communicate with American and Danish colleagues, partners, and English-speaking retailers in North America.

A stimulating and relaxed work environment with a passionate, dynamic team.
A desirable workspace located near Jarry Park and bike paths.
Access to an employee discount program on our products, as well as offers from industry professionals.
Flexible, hybrid work schedule (on-site 3 days per week).
Employee Assistance Program (EAP) and group insurance with 60% employer-paid premiums.

Customer Service Representative

Key skills