Title: Customer Experience Representative

Reports To: Business Development & HR Director - Cameron Orchard

GENERAL INFORMATION

Location: 270 Hunter Rd - Unit 1, Grimsby, Ontario L3M 4G1

Schedule: Tuesday through Saturday

Hours: 8 AM - 5 PM EST

COMPANY INFORMATION – WHO WE ARE

Howies Hockey is a locally owned, fast-growing business headquartered in the Grand Rapids, Michigan area since 2002. Our Canadian side of the business operates out of our new facility located in Grimsby, Ontario, just off the QEW between Hamilton and Niagara. We specialize in high-quality hockey tape, accessories, apparel, and performance products. Today, Howies works with every team in the NHL and AHL, along with nearly every junior and collegiate program across North America. Over 2 decades in, Howies has become one of the most trusted names in hockey, from Timbits and Cross-Ice, all the way to the NHL.

In 2015, we launched our sister company, Howies Athletics, expanding beyond hockey into all sports and physical therapy. Through this growth, we now supply sports medicine, rehab, and performance products to MLB, NFL, MLS, and NBA teams, top Division I programs, major physical therapy clinics, and thousands of high schools nationwide in both the US and Canada. If an athlete needs tape, sports medicine, or rehabilitation supplies, our goal is to be their first call - and to earn lifelong loyalty to the Howies brand.

Across both brands, we pride ourselves on delivering world-class products to pro shops, retailers, teams at every level, and international distributors. We are also rapidly growing our direct-to-consumer business through our website and Amazon. Our team-oriented culture, industry-leading customer service, and fast, accurate order fulfillment set Howies apart.

POSITION INFORMATION

The “One Thing”: Go above and beyond to take amazing care of customers, develop new business opportunities, and commit to becoming a Howies “dream weaver”.

Here at Howies, customer service is a priority, and this position serves as a direct connection between our team and the customers we serve every day. From helping out a hockey parent with a sweatshirt exchange to assisting an NHL equipment manager with an urgent order update, this position is critical to delivering a best-in-class customer experience. If you’re looking to work in sports with an internationally recognized brand in a fast-paced, culture-driven environment, this role offers the opportunity to grow and make a meaningful impact

CUSTOMER SERVICE – ONLINE, WHOLESALE, & RETAIL

• Answer incoming phone calls with a professional, positive attitude
• Assist customers with order placement, exchanges, returns, product questions, shipping inquiries, and general information about the brand
  
• Monitor and thoroughly respond to emails sent to our general email inboxes:
  • howie@howieshockeytape.com
  • howie@howiesathletictape.com
• Build and maintain strong relationships with all wholesale customers by learning about their businesses, getting to know them personally, and providing personalized support
• Collaborate with the sales team to support order entry, distribute wholesale accounts, ensure product fulfillment, and coordinate tracking on shipments
• Leverage product knowledge, order history, and marketing initiatives to recommend and upsell relevant products to wholesale accounts when appropriate
• Ensure all customer and order data is accurate and well-organized within internal systems, and keep assigned sales representatives informed of account activity and opportunities
• Assist walk-in customers by leading facility tours, supporting booked team events, and creating a memorable on-site experience
• Identify and pursue new business opportunities with both prospective and existing customers

SKILLS & CORE COMPETENCIES

• Strong understanding of the Howies product catalog, including pricing, case quantities, specifications, and end-user benefits
• Working knowledge of shipping processes, including box sizes, weights, courier coordination, and shipping estimators
• Proficiency with ERP/CRM systems for:
  • Creating orders, quotes, and invoices
  • Managing accurate inventory adjustments 
  • Processing online and wholesale returns / exchanges
  • Accepting credit card information and processing payments
  • Advancing orders through fulfillment and logging upsell opportunities
• Ability to track inventory, manage backorders, and support new product launches as inventory becomes available
• Experience using shipping software to process online orders, accurately quote wholesale shipping, and generate cost-effective shipping labels
• Attention to detail when verifying pricing across multiple customer price levels
• Strong time management skills to support same-day shipping whenever possible
• Clear and consistent communication with sales representatives regarding fulfillment issues or customer needs
• Ability to serve as a collaborative bridge between the warehouse, sales team, and customers

GENERAL RESPONSIBILITIES – As a growing business, team members are expected to wear multiple hats. Additional responsibilities may include:

• Representing Howies Hockey & Athletics at tournaments, events, and tradeshows
• Assisting with order fulfillment, including picking, packing, and shipping
• Collaborating with management and marketing on new materials and campaigns
• Supporting sales initiatives and brainstorming new growth opportunities
• Assisting the marketing team with social media and content creation
• Engaging daily and maintaining strong, positive working relationships across all departments
  
• Contributing wherever needed to help Howies remain a best-in-class organization

REQUIRED QUALIFICATIONS

• Strong written and verbal communication skills with an outgoing personality
• Customer-first mindset with proven ability to solve problems efficiently
• Extremely organized with a strong attention to detail
• Ability to multitask effectively in a fast-paced environment
• Must be comfortable working cross-functionally with multiple departments
• Proficiency with computers and software like Gmail, Zoom, and Excel
• Willingness to wear multiple hats and learn new skills when needed

PREFERRED EXPERIENCES

• Previous work in customer service, sales support, or business development
• Experience with retail, ecommerce, or wholesale distribution environments
• Bilingual (or base understanding) of English and Québécois (Quebec French)
• Familiarity with ERP, CRM, or data management software systems
• Exposure to shipping and distribution platforms like ShipStation or FedEx Shipping
• Knowledge of hockey, athletics, or sports medicine (or strong willingness to learn)
• Background of working with B2B and B2C customers, teams, or dealers

POSITION SYNOPSIS

We expect this role to be one of the most important positions within the company. You will be the first impression and line of defense for most of our customers, and your interactions will be their introduction to our brand. This person will specifically be focusing on our growing and important Canadian customer base, including wholesale, e-commerce, and anyone who visits our facility in Grimsby. The goal for this upcoming year is to double down on our efforts, and we need you to be a “dream weaver” who goes above and beyond to make it happen. Howies was built on customer service, and the way we treat people, and we truly believe this is going to continue to set us apart for years to come. 

OUR COMPANY MANTRA

At Howies, we truly believe in "Work Hard, Play Hard". When we’re not taking care of customers, we’re enjoying time together as a team. That might mean heading to the driving range on a sunny afternoon, playing pickup basketball, throwing a baseball around, throwing a cornhole tournament, or grilling out as a company.

In the winter, you’ll find us watching hockey games in the break room or heading down to the rink to play some puck ourselves. We work hard, support one another, and strive to create an office environment people are excited to show up to every day.

If you’re looking for a place where performance, teamwork, and fun all matter, Howies is the place to be.

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