Représentant.e service à la clientèle - Customer Service Representative

Argon 18•Montreal, QC

3d•Hybrid

About The Position

Argon 18's mission is to merge creativity and technology to build a global cycling brand driven by performance, fueled by local passion. Since 1989, and more recently with the opening of a European office in Denmark, the Montreal-based company has been bringing together cycling enthusiasts to create exceptional bikes designed to ride out of the ordinary. Today, Argon 18 bikes are ridden on the roads, tracks and trails of more than 70 countries worldwide. We are currently seeking a Customer Service Representative with perfect command of English and French to join our North American Customer service team based in Montreal, Canada. Reporting to the Customer Service Manager, and working in close collaboration with the NA Account Managers, the Customer service representative is responsible for maintaining an up-to-date order book, ensuring the efficient delivery of orders, responding to daily inquiries from retailers, and handling service and warranty requests. The incumbent will also assist the Customer Service Manager to provide quality service when managing inquiries from Argon18 end users.

Requirements

Post secondary education in a related field.
3 to 5 years of relevant experience working in customer service or order book management in a B2B environment, bicycle industry experience an asset.
Proficient with the Microsoft Office suite (advanced Excel, Word, Outlook, ERP, CRM)
Knowledge of Microsoft BC, a major asset.
Excellent written and spoken English and French language skills.

Nice To Haves

bicycle industry experience an asset
Knowledge of Microsoft BC, a major asset.
Passion for cycling, an asset.

Responsibilities

Maintain and ensure the integrity of the customer files in the ERP system.
Respond proactively and in a timely manner to inquiries from retailers and end customers via the CRM, email, or phone.
Work collaboratively with the sales and production teams to find solutions that effectively serve retailers and end customers.
Serve as the first point of contact for warranty cases and work with the Customer Service Manager and Quality Director to resolve them.
Maintain up-to-date technical knowledge of the various product lines to support retailers and end customers.
Inform the appropriate departments (Product, R&D, Operations, Marketing, Finance, etc.) of customer feedback regarding price, products, quality, service, logistics, etc.;
Escalate or redirect issues quickly and efficiently.
Contribute to the continuous improvement of internal processes to ensure quality customer service.
Support the Customer Service Manager in handling various requests.