Spécialiste De L'Expérience Client Omnicanale

Location: MONTREAL, CANADA

About Le Creuset

The Recipe for Success: Role Summary

We’re looking for an Omnichannel Customer Experience Specialist who will be the front line of support for our eCommerce customers, handling inquiries and resolutions related to product returns, exchanges, and warranty claims.

At Le Creuset, you will find your seat at our table, which is as colourful as our cookware and rich in history. Our table is grounded in our values: Passion, Integrity, Excellence, Innovation and Teamwork.

Every talent will add flavor. Every idea brings colour. And every day is a chance to create something that lasts. With the passion you bring, you become part of a timeless legacy, one that brings people together around food, stories, and meaningful shared moments.

Our ingredients:

• Health insurance
• Contribution to your RRSP
• Generous employee discount: How much space do you have in your kitchen? Seriously.
• Hybrid position
• Computer equipment provided to be as comfortable at home as in the office
• Monthly birthday and milestones celebrations
• Regular team lunches
• Cheerful and dynamic team
• Bright offices and pleasant kitchen for meals
• End of year celebration dinner

• Respond promptly and professionally to customer inquiries via email, chat, regarding returns, exchanges, and warranty issues.
• Process return and exchange requests in accordance with company policies.
• Verify and validate warranty claims, including product assessments and documentation.
• Coordinate with warehouse and fulfillment teams to track and manage the return/exchange logistics.
• Provide clear communication to customers about the status of their claim or return process.
• Escalate complex issues to the appropriate internal teams while maintaining ownership of the customer experience.
• Document all interactions and resolutions in the customer service system (e.g., Zendesk, Salesforce, etc.).
• Identify patterns in customer feedback and relay insights to improve policies and processes.
• Stay up to date on product knowledge and policy changes to better support customers.

• Post-secondary education - an asset
• Bilingual (English and French) The successful candidate will be required to communicate in English with our English-speaking customers and colleagues in Canada and abroad, including the United States.
• 1–2 years of experience in customer service, preferably in eCommerce or retail.
• Proficient in Excel.
• Strong verbal and written communication skills.
• Empathetic and customer-first mindset with a knack for problem-solving.
• Proficient with customer service platforms (e.g., Zendesk, Salesforce) and order management systems (a plus).
• Detail-oriented with strong organizational and multitasking abilities.
• Ability to work independently in a fast-paced environment.
• Familiarity with basic shipping and returns logistics.
• D365 experience is a plus.

and help us create exceptional experiences, one customer at a time.