Bilingual Warranty Specialist (Sporting Goods)
Location: Belleville, Ontario (On-site, In-person)
Salary: $44,616 – $46,644 per year + potential $3,500 bilingual pay differential (subject to testing)
Benefits: Annual bonus, medical, dental & vision benefits, life insurance, pension, product discounts, flexible and summer hours
Hours: Full-time, Monday to Friday, 8-hour day shifts, no weekends
Overview
As a member of the After Sales Service & Warranty team, you will be responsible for evaluating warranty claims from customers and dealers for various sporting goods brands. This includes inspecting products physically and virtually to determine if warranty claims are valid. You will support the Customer Service team by sharing product knowledge and helping resolve issues for dealers and consumers. Your daily tasks include managing warranty claims, communicating with dealers and customers via email and phone, and handling service center duties such as cleaning, organizing, shipping, and receiving. You will also assist with special projects and are expected to meet performance targets.
Key Responsibilities
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Foster a positive team environment
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Manage the entire warranty process from start to finish, ensuring customer satisfaction
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Build strong relationships with dealers and sales reps by addressing their needs and solving problems
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Inspect returned products and make warranty coverage decisions based on company policies
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Use Salesforce to track warranty claims and communicate with dealers and customer support
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Assist the customer service team by answering inquiries via phone, email, and CRM
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Train customer service staff on product knowledge and spare parts usage
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Create orders in SAP to credit or replace products
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Support brand leaders with service center projects
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Monitor and fulfill warranty and spare parts orders
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Organize and manage spare parts inventory
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Perform daily service center tasks such as cleaning, organizing, shipping, and receiving
Qualifications
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High school diploma or equivalent
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1-3 years customer service experience, preferably in B2B or consumer goods
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Some experience in ski shops or outdoor sports retail is a plus
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Familiarity with SAP or similar order management systems
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Proficient in Microsoft Office (Outlook, Excel, Teams, SharePoint)
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Experience with Salesforce or similar CRM tools
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Basic mechanical and repair skills
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Strong communication and interpersonal skills
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Self-motivated and able to meet performance goals
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Adaptable to changing priorities and able to work independently
Physical Requirements
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Ability to talk, hear, sit, stand, walk regularly
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Occasionally kneel, stoop, crouch, twist, and lift up to 50 lbs
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Good close and color vision, and ability to adjust focus
