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Bilingual Customer Service Associate- Temporary

12 days ago: Under Armour, Inc.

Job Description

116730
Toronto, Canada
02/20/2019
Wholesale
Under Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.
Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves farther.
We’re looking for people who do more than good work.
We’re looking for the Best in Every Game.

Under Armour is the chosen brand of this generation of athletes... and the athletes of tomorrow. We're about performance - in training and on game day, in blistering heat and bitter cold. Whatever the conditions, whatever the sport, Under Armour delivers the advantage athletes have come to demand.
That demand has created an environment of growth. An environment where building a great team is vital. An environment where doing whatever it takes is the baseline and going above and beyond to protect the Brand is commonplace.
The world's hungriest athletes live by a code, a pledge to themselves and everyone else: Protect This House... I Will. Our goal is to Build A Great Team! Will YOU…Protect This House?!
SUMMARY: Responds to all customers’ inquiries regarding orders, shipments, products and complaints. Provides service and support to members of the Independent Account Sales, Independent Account Customers and the Under Armour Organization.
ESSENTIAL DUTIES AND RESPONSIBILITIESmay include the following. Other duties may also be assigned.
Technical / Systems Skills
+ Demonstrate a working knowledge of the UA order entry system in SAP for accurate order input, order maintenance and inventory inquiries.
+ Process customer requested orders through on-line applications. (i.e. B2B, and/or manual keying).
+ Maintain a 90% Service Factor within the Independent Service Queue (calls answered vs. presented)
+ Investigate and resolve claims and requests for return of products from UA retailers
+ Respond to all e-mail service inquiries within 24 hours
+ A proficiency in word & excel is required.
+ Fluency in English and French (written and oral) is required.

Account Management / Procedural Adherence
+ Cultivate a strong, customer-oriented, trusting working relationship through extensive, two-way communication with the account(s), co-workers, various UA cross-functional teams and representatives.
+ Maintain a positive relationship with customers to support growth of the business to build partnerships while maintaining UA’s interests.
+ Work with all related parties to ensure that UA policies, initiatives, and SOP’s (Standard Operating Procedures) are administered correctly.

+ Responsible for learning and maintaining a thorough working knowledge of UA products, policies, procedures, order processing systems and applicable programs.
+ Educate customers on UA products, procedures and systems (such as B2B)
+ Provide revenue enhancement opportunities to customers including suggestive selling (up-selling) and providing replacement options on cancelled orders.
Communicativeness
+ Participate on projects related to Customer Service and/or cross-functional teams and provide process improvements.
+ Answers all incoming calls in a professional, courteous and timely fashion.
+ Respond efficiently, accurately and courteously on all customer service transactions through verbal, written, and electronic communication.

Promote Team Success
+ Assist with development and implementation of "on the job" training for new CSR's to the department. Share best practices with all team members.
+ Function as a department/divisional resource and mentor to provide an optimal level of customer service to UA accounts.

SUPERVISORY RESPONSIBILITIES:
N/A
QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Post-Secondary Degree or 2 or more years customer service experience (preferably in a similar environment); or equivalent combination of education and related experience.
OTHER SKILLS AND ABILITIES:
PC experience: Microsoft Outlook, Excel, Word, etc. – must possess strong EXCEL skills – attention to detail and organization
Must exhibit a professional telephone and written communication manner, courteous demeanor and possess exceptional interpersonal skills. Capable of handling several tasks simultaneously.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee regularly is required to sit. The employee is occasionally required to stand, walk, climb and stoop.
The employee may frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The essential functions of the job are usually performed in an environmentally controlled facility. The noise level in the work environment is usually moderate.
Under Armour is an equal employment opportunity employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to the following legally protected characteristics: race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military/veteran status, or any other characteristic protected by local, state or federal law. We assure you that your opportunity for employment with Under Armour depends solely on your qualifications.
116730Toronto, Canada02/20/2019WholesaleUnder Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves...