Consumer Affairs Representative

Job summary

Handle high-volume consumer inquiries across multiple channels including phone, email, and social media to ensure a professional service experience. Manage order returns, exchanges, and Skechers Plus membership accounts while collaborating with store management to resolve issues.

Job details

Who We Are Headquartered in Southern California, Skechers—the Comfort Technology Company®—has spent over 30 years helping men, women, and kids everywhere look and feel good. Comfort innovation is at the core of everything we do, driving the development of stylish, high-quality products at a great value. From our diverse footwear collections to our expanding range of apparel and accessories, Skechers is a complete lifestyle brand. About The Role To support the activities associated with Skechers ecommerce sales, Skechers Plus program, support Skechers retail stores and provide service to consumers. Will also work as a team player with the Sales Team and rest of Customer Service Team in Canada. What You’ll Do Assist with consumer inquiries received via phone, email, live chat, mail, fax and social media in a high-volume environment. Ensure quality experience by providing friendly, professional service. Access internal company systems to extract data pertinent to consumer concerns and follow-up with the consumer accordingly. Utilize Customer Service and web technologies to increase consumer satisfaction. Monitor order and return flow. Create RAs for approved consumer returns and exchanges. Process credits and exchanges for returns to Skechers.ca. Assist customers with their Skechers Plus membership accounts. Collaborate with Skechers Store Managers and District Managers to resolve consumer concerns in-store. Manage the tracking and claims process and settlement. Research and troubleshoot technical issues as needed. Utilize Freshdesk CRM tool to monitor consumer contacts. Provide monthly feedback to upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward. Any other duties that arise from time to time. 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. Must be written, oral and fluent in both French and English. High school diploma or equivalent required. Prior customer service/consumer affairs experience, preferably working directly with consumers in a medium or high-volume contact center environment. Ability to manage multiple priorities. Retail management experience would also be considered. Excellent oral and written communication skills. Excellent organizational and time management skills. Familiarity with a CRM system, preferably Freshdesk. Experience with Microsoft Office products including Word, Outlook, Excel and PowerPoint Experience 1 - 2 years of experience in customer service or call center environment. Education High school diploma or equivalent required. Pay Rate: $40,000- $45,000 CAD About Skechers Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations. Equal Employment Opportunity Skechers is an equal opportunity employer and, as such, Skechers is committed to providing equal employment opportunities to all applicants and employees. Skechers employs and treats any and all applicants and employees on the basis of merit, qualifications, and competence. No question on this application is used for the purpose of limiting or excusing an applicant from consideration for employment. Reasonable Accommodation I understand that Skechers makes reasonable accommodations for disabled employees if requested, unless to do so would pose an undue hardship, in accordance with applicable legislation. It is your responsibility to notify Human Resources if you require a reasonable accommodation to fulfill the essential functions of your job.

What you’ll do

Handle high-volume consumer inquiries across multiple channels including phone, email, and social media to ensure a professional service experience. Manage order returns, exchanges, and Skechers Plus membership accounts while collaborating with store management to resolve issues.

Requirements

Candidates must be fluent in both English and French with a high school diploma or equivalent. Prior experience in a customer service or call center environment is required, along with proficiency in Microsoft Office and CRM tools.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Microsoft Office · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Bilingualism (English/French)
• CRM Software
• Freshdesk
• Microsoft Office
• Time Management
• Organizational Skills
• Conflict Resolution
• Order Processing
• Technical Troubleshooting
• Communication Skills
• Retail Management

Job areas

• Customer Service & Support
• Retail
• Sales