Service à la Clientèle - Customer Service Rep.

Centric Brands•Montreal, QC

7d•Hybrid

About The Position

Centric Brands is a leading lifestyle brand collective that designs, sources, markets, and sells high-quality products in the Kids, Men’s and Women’s apparel, Accessories, Beauty, and Entertainment categories. The Company’s portfolio includes licenses for more than 100 iconic brands. Centric Brands is headquartered in New York City, with offices in Montreal, Toronto, Los Angeles, Greensboro, London, and Hong Kong. We are looking for a Customer Service Representative to join our growing team in Montreal.

Requirements

Must have excellent interpersonal and communication skills, both written and verbal.
Bilingual (French/English); English is necessary for this position since the person will serve clients coming from outside Quebec.
Experience in e-commerce customer service.
Experience with ticketing systems and ecommerce returns platforms.
Candidate must be motivated, patient, consistent and be exceptionally detail-oriented.
Must be able to work in a team environment, but also be a self-starter who works and solves problems independently.
Must be an analytical thinker and possess an ability to resolve issues quickly.

Nice To Haves

College degree preferred.
Shopify or similar CMS experience preferred.

Responsibilities

Assist customers with E-commerce orders, returns, exchanges and respond to all customer inquiries via email, phone, social media & live chat.
Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues.
Keep an ongoing template of Customer Service responses to customers, so we know how to respond to every situation. Continuously update case templates for improvements.
Monitor orders and fulfillment by facilitating communication between supply chain and warehouse teams.
Work closely with the store teams and monitor ship from logic for a seamless omni channel experience.
Track lost packages, submit and follow through on claims.
Identify and escalate complex issues to senior representatives or supervisors.
Respond to customer reviews on products both positive and negative.
Manage customer service workflows and continuously think of customer service improvements. Stay on top of popular issues from customers and how we can improve.
Take initiative on product and size details, engage customer, recognize appropriate up-sell opportunities (i.e. inseam length, which size they should order, look in store, call store).
Assist with Fraud Management and Chargebacks as needed.
Assist with the activation and receiving of new products on website (ie: QA products and customer facing information).
Assist E-commerce team with online merchandising, site navigation and ongoing QA of the website & email marketing.

Benefits

Industry-competitive salary
Advantageous benefits plan (medical, dental, vision and more)
RRSP / DPSP (match up of up to 4%)
Generous vacation
Sick days
Flexible hours
Hybrid schedule
Summer Fridays (half day)
Casual wear
Company Events
Birthday gift
Sample Sales
Brand discounts
Gym discount
Training, development & career advancement opportunities
D&I committee that is shaping the future of diversity, equity, and inclusion at Centric Brands though workshops, resources, and inspiring conversation.