Enterprise Customer Success Manager, Brazil (Remote)
Joom
Lead renewals, retention, and account growth for JoomPulse enterprise customers. Turn Mercado Livre and Shopee analytics into practical recommendations for marketplace sellers.
Open
Bauer Hockey designs, manufactures, and sells ice hockey equipment and apparel for players across skill levels. Its product range includes skates, sticks, helmets, protective equipment, accessories, and customizable gear, alongside apparel collaborations that broaden its hockey-focused offering. The company also engages customers through its MVP loyalty program, which provides member offers and sweepstakes.
Remote E-Commerce and Warranty Representative in Canada
Support Bauer Hockey consumers and retailers with e-commerce transactions, replacement orders, delivery issues, and warranty claims. This remote Canada role serves customers in both French and English.
Description
- Respond to consumer product and service inquiries by phone, chat, and email while meeting service standards for French- and English-speaking customers.
- Support e-commerce transactions.
- Process replacement orders.
- Track inventory substitutions and complete required follow-up.
- Investigate missing or lost packages and coordinate with logistics teams and carriers to resolve delivery problems.
- Assess consumer and business partner issues under the warranty policy and propose equivalent replacement solutions when needed.
- Handle requests requiring review and escalate them to the appropriate manager when necessary.
- Select and ship replacement parts.
- Maintain current product and system knowledge through internal training.
- Collaborate with colleagues and coordinate with internal departments as needed.
Requirements
- A post-secondary certificate or diploma is preferred, while a high school diploma is required.
- Strong verbal and written communication skills, combined with a professional approach and reliable execution.
- Flexibility and multitasking ability in a fast-paced, evolving work environment.
- Personal accountability and pride in consistently delivering high-quality work.
- Ability to manage multiple tasks, email inboxes, and software applications.
- Self-motivated and able to work independently while recognizing the support available from the Bauer team.
- Strong team collaboration skills and an understanding that ambitious goals require collective support.
- Proficiency with Microsoft Outlook, Word, and Excel, including the ability to consult spreadsheets and technical data sheets for relevant information.
- Knowledge of hockey products is an asset.
- Experience with Shopify or another e-commerce platform is an asset.
- Experience with Gladly or a comparable CRM system is an asset.
- Familiarity with SAP or similar ERP software is an asset.
- A resume in both French and English is required.
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