E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE (M/F)

For over 40 years, NIC-IMPEX, based in Annecy, has supported mountain and outdoor activity enthusiasts through the distribution of recognized brands and the development of its own innovative solutions. An independent family business with a team of nearly 50 employees, NIC-IMPEX has experienced continuous growth for over 10 years and has established itself as one of the leading French distributors in the Outdoor sector. A pioneer in the world of ski touring thanks to its historic partnership with the Swiss brand COLLTEX, the company has successfully diversified its activity by developing its own brands - including ARVA, now among the world leaders in mountain safety - and by distributing reference international brands such as JETBOIL, HYDRAPAK, KOMPERDELL, SEA TO SUMMIT, or LIFESTRAW.

As part of the development of our e-commerce activity, we are looking for an E-commerce Customer Service Representative to manage customer relations and the administrative management of all our merchant sites. Reporting to the Sales Administration Manager, you will be the primary contact for our individual and professional customers and will guarantee, from end to end, order integrity and customer satisfaction, in close cooperation with the ADV, SAV, E-commerce, and Marketing departments. Your main mission: guarantee order integrity from A to Z and offer an irreproachable customer experience across all the group's e-commerce sites (ARVA, Jetboil, Hydrapak, Komperdell), in France and for export.

Your missions consist of: Administrative management of e-commerce orders

• Ensure order integrity, from payment to delivery, across all merchant sites.
• Process cancelled, refundable, undeliverable, or modified orders in SAGE and PrestaShop.
• Manage service sales (overhauls, repairs, rentals, refills) until their finalization.
• Perform refunds and monitor collections via PayPal and Stripe.
• Detect and correct order / payment / delivery anomalies, and inform the customer until resolution.

After-sales service & returns management

• Administratively manage product returns: reception, credit notes, refunds, exchanges.
• Handle first-level SAV requests and direct technical cases to the dedicated department.
• Ensure the follow-up of customer files until their closure.

Multichannel customer relations

• Respond to customer requests via email, telephone, and chat (approx. 1,400 requests / year).
• Provide pre-sales advice and product information (characteristics, compatibilities, differences between models).
• Validate professional (PRO) account requests on EU and USA B2C sites.

Continuous improvement & customer satisfaction

• Moderate customer reviews and contribute to the brands' e-reputation.
• Develop and enrich the FAQ and the Customer Service knowledge base (France / Export / SAV).
• Participate in process improvement and, eventually, the deployment of a ticketing tool or an automated chat.

Profile sought:

• Bac +2/3 education (BTS, DUT, or licence), preferably in commerce, management, e-commerce, or languages.
• Minimum 2 to 3 years of experience in a similar position (ADV, customer service, or e-commerce).
• Proficiency in an ERP (SAGE) and good ease with an e-commerce CMS (PrestaShop and/or Shopify).
• Good mastery of office tools, particularly Excel.
• Professional English required (B2 minimum), both written and spoken (EU & USA Export scope).
• Rigor, organizational skills, autonomy, and ability to prioritize.
• Customer service mindset, interpersonal and writing skills, proactivity, and ability to propose solutions.
• Interest in the outdoor / mountain universe is appreciated.