Bilingual Customer Service Representative W​/M

Company Description

Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson.

“The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.

Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all.

Salomon is headquartered in Annecy, France.

The Customer Service Representative is a customer advocate within the Customer Service team that works to build a strong relationship with our internal and external customers (retailers, sales representatives, product/category managers). Every day, the CSR will work to strengthen our relationship with our accounts across the region. This work will include placing orders and responding to customer inquiries regarding inventory, pricing, and delivery.

This role is accountable for meeting targeted metrics to their assigned accounts.

The CSR will own the order book for their assigned account list, which can include regional accounts, national accounts, or internal accounts.

This position has constant communication with internal and external partners from the province of Quebec. The ability to read, write and speak French at intermediate level is required.

The duties and responsibilities described below represent the expectations of a customer service representative.

• Reinforce a positive and supportive day to day team environment
• Create new orders and revise existing orders. Effectively communicate order status with customers via telephone, email and chat.
• Build strong relationships with our dealers and sales representatives by focusing on customer needs, problem solving, and follow through to drive repeat business
• Own the order from creation through delivery to ensure allocation, fulfillment, and OTIF delivery. This will include pre-season orders, contract orders, in-season reorders, sample/promotional orders, and returns.
• Work with Customer Service leadership to achieve and exceed monthly financial targets for shipping
• Partner with Credit and Accounts Receivable team to manage credit challenged accounts
• Use reporting tools to monitor orders that do not comply with Salomon order book policy and ensure all stakeholders are notified of order status. This may include:
  • revising existing orders
  • making cancelations or substitutions
  • providing ETAs or adjusting shipment windows
  • adding or removing delivery blocks
• Identify and investigate any discrepancies in the order book and communicate with internal and external stakeholders to clarify and resolve issues.
• Monitor inbound order flow to ensure accuracy of order data (pricing, seasonality, assortment, SKUs). Investigate and resolve any issues with order data via EDI or ZGOIN.
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• Assist team members with their workload as needed to meet team KPIs.

• High School Diploma or equivalent education
• 1-3 years of customer service experience, optimally in B2B, consumer goods business

• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Experience…