Consumer Care Supervisor

Your mission

Provide comprehensive customer service and e‑commerce support by managing online consumer orders for Dorel brand websites, assisting customers with order inquiries, cancellations, and reprocessing. Support consumers across major retail partners, including Target, Walmart, and Amazon, while responding to product reviews and questions through the Bazaarvoice platform and engaging with customers across Dorel's social media channels using Dash Hudson to deliver a positive brand experience.

• D2C and 3P Management:
  • Assist with website order processing and maintenance
  • Consumer contact resolution (including phone calls and emails received in the contact center)
• Manage and Post Salesforce Knowledge Articles:
  • Audit and review knowledge articles for accuracy and format
  • Ensure instructions are current and added in a timely manner
  • Ensure Training materials are added and searchable by the agents
• Respond to consumer questions and reviews about Dorel products on the Bazaarvoice Portal.
• Respond to consumer direct messages on the Dash Social platform

Education, Licenses, and/or Certification Requirements:

• High school diploma/GED
• A bachelor’s degree is preferred but equivalent or relevant experience is also acceptable.

Experience and Skills

• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
• Strong organizational and time management skills
• Great attention to detail
• Excellent writing skills
• Experience using Microsoft Office and Salesforce
• Ability to communicate and partner with other departments to identify and develop process and procedural improvements
• Must be team-oriented, possess a positive attitude and work well with others