Customer Service Representative - Returns & Warranty

Rawlings Sporting Goods Company Inc•Paris, ON

10d•CA$45,000 - CA$55,000•Onsite

About The Position

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.

Requirements

Proven Customer Service Skills with 2 years prior customer service experience.
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

Nice To Haves

Knowledgeability in product lines will be an asset.
Experience with Incorta, E1, SPS Commerce and EDI systems and practices considered an asset.
Knowledge of baseball/softball products, equipment, and terminology is considered an asset; direct experience playing baseball or softball is also valued.

Responsibilities

Review, analyze and resolve all incoming warranty requests with either suitable product replacements and/or credits as determined.
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.