Assistant Customer Service Manager

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Job Title: Assistant Customer Service Manager

Location: Work from home
Department: Customer Service
Reports To: Customer Service Manager

ABOUT US:
Bardown Sports Inc. is headquartered in Oakville, Ontario, Canada – Bardown Sports has been able to rapidly grow and secure a place in the hockey apparel market due to its high-quality clothing, equitable pricing, and over 100 NHL Brand Ambassadors wearing and purchasing the product by choice, something unseen and unheard of in today’s apparel industry, where giveaways and sponsorships are the norms for starting relationships for competitors; in contrast with our relationships that we have gained organically

Position Overview:
As the Assistant Customer Service Manager, you will play a key role in enhancing customer service processes, leading a growing team, and driving operational excellence within the customer service department. You will have the opportunity to build and shape your own team, working closely with the Customer Service Manager to ensure seamless day-to-day operations while fostering a positive and productive environment.

Key Responsibilities:
Lead by example and actively train, and develop a high-performing customer service team.
Ensure that inquiries, complaints, and feedback are addressed promptly, professionally, and to the highest standards.
Collaborate with the Customer Service Manager to develop and implement strategies to improve efficiency, workflows, and customer service metrics.
Manage escalated customer issues, ensuring they are resolved in a timely and satisfactory manner while maintaining strong relationships.
Analyze customer service trends and identify opportunities to streamline processes, reduce costs, and enhance the overall customer experience.
Work closely with other teams (Sales, Shipping, Accounting).
Monitor team performance and provide regular reports to management, offering insights and recommendations for improvements.

Qualifications:
Proven leadership experience in a customer service or similar role, ideally with a background in consumer goods.
Experience in a Canadian or US-based company is highly desirable.
Self-motivated, driven, and hands-on – you’re excited to roll up your sleeves and get the work done.
Strong interpersonal and communication skills with the ability to connect with customers and team members.
Problem-solving mindset with a focus on delivering solutions under pressure.
Ability to work in a fast-paced environment and adapt to changing priorities.
Experience in hiring, training, and mentoring a customer service team.
Proficient in CRM systems, Deconetwork, and MS Office Suite, Monday.com

Benefits:
Inclusive Environment: A commitment to diversity and inclusion, fostering a workplace where all employees feel valued and respected.
Opportunities for Feedback: Regular check-ins and surveys to gather employee feedback and implement changes based on their input.
Opportunity to work in a fast-paced and dynamic environment.
Play a role in the continued growth of a leading hockey apparel brand.
Permanent Work from Home set up

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