Returns & Warranty Clerk

at  Royal Distributing

About Us
We’re Royal Distributing, and we’ve been a leader in the Canadian powersports industry for the past 30 years. We provide our customers with quality products and top service to keep them riding their snowmobiles, ATVs, motorcycles, dirt bikes and more. We’re embarking on the next phase of our growth, and we want you to join us!
The Opportunity
Reporting to the Department Lead, the Returns and Warranty Clerk will be the go-to expert and customer contact for all things related to returns and warranties. The successful incumbent will also be responsible for assisting the online sales team by taking or returning customer calls and responding to customer emails. Excitement and passion for everything you’ve read so far will go a long way, but your success in this role will also depend on the skills and experiences below:

Responsibilities

• Act as the liaison between customers and manufacturers to resolve all warranty issues
• Proactively track and follow-up with vendors to ensure the timely resolution of open claims
• Educate the retail team on warranty information and policies to ensure the correct information is relayed to customers on initial contact
• Answer inbound customer calls and create a positive experience for customers
• Use product knowledge to sell product to customers over the phone
• Handle customer inquiries related to products, pricing, new and existing orders, shipping, company policy, etc.
• Communicate with customers via phone, email and chat
• Process customer orders and update customer records
• Advise on fitment and recommend products based on customer requirements
• Investigate and resolve customer order issues
• Track packages and follow-up with customers on the status of their orders
• Address customer concerns creatively and share feedback with other teammates
• Assist other business areas as required by managers during busy periods

Qualifications

• Knowledge of one or more powersports industries is required/ Willingness to learn
• Desire to provide the best possible experience for our customers
• Bilingual in English and French is considered an asset
• Expert communication and listening skills
• Organized and with a strong ability to problem solve
• Intermediate computer skills are required
• Ability to handle challenging customer and vendor conversations

Additional Information

• This position reports to the Returns & Warranty Lead
• The scheduled days of work will be between Monday-Friday, full-time hours. May be required to work any regular shift between 7am and 6pm EST
• This role will be mostly on-site in our Guelph Distribution Centre, as well as hybrid, dependent on successful candidate’s geographic location
• Scheduled days and hours of work may fluctuate during the spring and summer months
• This role may require occasional travel to other locations, trade shows etc.

We are an equal opportunity employer and while we thank everyone for their interest, only those to be interviewed will be contacted. Royal Distributing is committed to promoting accessible recruitment as outlined in the Accessibility for Ontarians with Disabilities Act. Royal Distributing will attempt to accommodate persons with a disability in an appropriate and effective manner throughout all stages of the recruitment process. Accommodations will be provided upon request.
Company
Royal Distributing
Location
Guelph - Distribution Center
Opening Date
Jan 24, 202

• Act as the liaison between customers and manufacturers to resolve all warranty issues
• Proactively track and follow-up with vendors to ensure the timely resolution of open claims
• Educate the retail team on warranty information and policies to ensure the correct information is relayed to customers on initial contact
• Answer inbound customer calls and create a positive experience for customers
• Use product knowledge to sell product to customers over the phone
• Handle customer inquiries related to products, pricing, new and existing orders, shipping, company policy, etc.
• Communicate with customers via phone, email and chat
• Process customer orders and update customer records
• Advise on fitment and recommend products based on customer requirements
• Investigate and resolve customer order issues
• Track packages and follow-up with customers on the status of their orders
• Address customer concerns creatively and share feedback with other teammates
• Assist other business areas as required by managers during busy period