Direct interactions with consumers (phone calls, chats, and email) regarding product and service inquiries, meeting service quality standards for both English
and French-speaking customers.
Assistance with e-commerce transactions.
Processing replacement orders.
Managing inventory and substitutions, including follow-up.
Investigating missing or lost packages, coordinating with logistics and carriers to resolve delivery issues.
Identifying issues and handling consumer and business partner claims in accordance with warranty policy, proposing equivalent replacement solutions when necessary.
Managing requests that require review by escalating to a manager when needed.
Identifying and shipping replacement parts.
Keeping product and system knowledge up to date through internal training.
Communicating with colleagues and liaising with internal departments as required.

Post-secondary certificate or diploma preferred, but a high school diploma is required.
Excellent verbal and written communication skills, with a professional approach and execution.
Ability to adapt and multitask in a fast-paced, changing environment.
Personal accountability and pride in delivering your best every day.
Ability to manage multiple tasks, email inboxes, and applications.
Self-motivated and autonomous, with the support of your Bauer team when needed.
Strong team orientation and understanding that ambitious goals cannot be achieved alone.
Proficiency in Microsoft Outlook, Word, and Excel; experience consulting spreadsheets and spec sheets to locate required information.
Knowledge of hockey products is an asset.
Experience with Shopify or another e-commerce platform is an asset.
Experience with Gladly or a similar CRM is an asset.
Familiarity with SAP or similar ERP software is an asset.

E-Commerce & Warranty Representative

Key skills