Customer Service Representative

***WHAT WE BELIEVE*** We believe in inclusion, we believe in self\-expression, we believe in no judgement and we believe in individualism. ***WHO WE ARE*** We are bold, we are tenacious, we are courageous and brave. We are a cast of characters; We embrace our differences and we share our likenesses. ***Some of What’s in it for You!*** * Paid Personal Days * Generous Benefit package * Employee Assistance Program * Employee Loyalty Reward Program * Generous welcome gift * Company events * Free Gym Access * Free Parking * Day Off On Your Birthday * Discounts Moose Knuckles is looking to add a Customer Service Representative to the crew. Reporting directly to the Customer Service Manager, you will be responsible for responding to all consumer inquiries and process information taken over the phone, email or chat. You are a strong communicator, efficient, organized individual who is committed to exceeding customer expectations and are passionate about the Moose Knuckles brand. In addition, you will utilize relationship selling techniques to ensure that customer needs are met and exceeded. In this role, you will also support internal backend processes, contribute to operational efficiency, and develop deep product expertise to better guide both customers and internal teams. **Some of what you’ll do:** * Respond to all consumer inquiries by phone, chat and email within established service\-level expectations * Perform data entry, ensuring all information related to orders return authorizations and customer records are properly updated * Create and process online returns, coordinating with internal departments to ensure timely delivery and resolution of returned merchandise * Coordinate pickup for returns and generate shipping labels as needed * Present feedback regarding product, returns and logistics to improve the customer experience * Support and execute various administrative tasks as required * Assist internal teams with backend processes, including operational follow\-ups, order verifications, issue escalations, and workflow coordination * Develop deep product expertise to better support customers and identify issues * Help enhance the overall customer experience and look for opportunities for “added value” and upselling * Participate in improving internal processes, documentation, and best practices to help support overall team efficiency **Some of what you’ll need:** * Minimum 3 years of experience in customer service, including experience handling complex or escalated inquiries * Fully bilingual in French and English, both verbal and written * Proficiency in other languages an asset * Demonstrated ability to manage a high volume of consumer inquiries across multiple channels * Strong proficiency in Microsoft Office (Word, Excel), including the ability to track or organize performance\-related data * Exceptional communication, problem\-solving, and interpersonal skills * Ability to work in a fast\-paced high\-volume environment * Momentis, Zendesk \& Shopify experience an asset * Flexibility in work schedules and hours during peak periods * Experience supporting teammates, mentoring peers, or contributing to onboarding/training is an advantage * Remote working requires a stable, high speed internet connection * Experience creating or updating documentation, SOPs, or knowledge base articles * Ability to provide constructive feedback and contribute to improving team processes * Experience acting as a point of escalation for complex or sensitive customer issues * Ability to work effectively in a hybrid work environment with strong independence and self‑management when remote * Stable, high‑speed internet connection required for remote work Why Join Us? At Moose Knuckles, you’ll be part of a global brand rewriting the rules of modern luxury. You’ll work with fearless creatives and industry leaders who believe great ideas deserve great execution. We move fast, dream big, and leave our mark. If you’re ready to shape the conversation around one of fashion’s most distinctive voices—join us. Given the international nature of our business and of this position, the candidate will be required to communicate effectively, on a regular basis, with various stakeholders (co\-workers, colleagues, customers, suppliers, etc.) located in Canada outside Quebec or throughout the world. Proficiency in languages other than French (notably, English) will be an asset for the successful candidate.