It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.

Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.

The Position:

We are currently seeking a Bilingual Return Authorization Representative. In this fast-paced and very dynamic department, the Bilingual Return Authorization Representative is responsible for reviewing a high volume of return Authorization requests for defective products and proceed according to guidelines with approval or decline. Maintain a high level of professionalism while communicating to customers the status of their request as it is within their discretion to make decisions whether returns should be accepted or not. Assist the Service Department by issuing approved credits to customers for unrepairable products.

What you’re responsible for:

• Process payments received (Wires) from customers against open invoices in SAP
• Prioritize and sort workload.
• Filter and review incoming customers’ requests and follow guidelines in qualifying customer’s requests.
• Communicate with customers on missing information.
• Select customer account numbers carefully and cross reference product purchase with previous sales history.
• Confirm that products are purchased by the customer from clients directly and not through other dealers
• Enter Return Authorization information to client system.
• Attach RMA request, proof and all photos submitted to support the request.
• Electronically submit approved Return authorization info and forward instructions to customers to ship the products.
• Explain return policy to customers and provide professional reasons for rejecting requests.
• Handle 1st and 2nd customer’s escalations and minimize further customers escalations to Sales Management
• Ensure all RMA requests are processed in a timely manner.
• Link all the back up to SAP (GMP system).
• Issuing credit notes for service RMAs.
• Assisting with Cash collection when needed.
• Assisting in preparing assigned reports when needed.

To join our team:

• Minimum High School Diploma or equivalent.
• Bi-lingual French /English is an asset
• Intermediate proficiency in MS word, Excel, Outlook
• SAP/ERP is an asset.
• Minimum 2 years of related experience preferably in accounting or credit field
• Understanding of basic accounting principles
• Strong oral and written communication skills, presentation skills.
• Ability to deal with irate customers and guide them through the reasons of rejecting their request.
• The ability to work with others, including all levels of staff, and customers with opposing views to bring final resolution to disputes.
• Ability to plan, organize and prioritize multiple and simultaneous tasks.
• Speed and attention to details

What we offer:

• A competitive base salary plus bonus and other perks
• Vacation plus additional flex days
• Comprehensive benefits
• Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
• A supportive workplace culture and work environment 

If this sounds like you and you’re excited to be a member of our team, please apply now. 

We thank all interested applicants; however, only qualified candidates will be contacted.  This position requires successful completion of a criminal background check.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.