Job Description

The Customer Care Representative is the first point of contact for our customers and plays a key role in delivering an excellent experience. This role is responsible for answering inquiries, processing orders accurately, resolving issues, and working with internal teams to ensure customer satisfaction.

Key Responsibilities

Customer Service & Order Management

Respond to customer inquiries by phone, email, or other channels in a professional and timely manner. Act as the main contact for customer questions, complaints, and product/service information. Explain product features, pricing, availability, and company policies clearly. Enter and maintain customer orders with accuracy and attention to detail. Manage open orders, backorders, and drop-ship invoicing to ensure timely fulfillment. Verify order information and update pricing within company guidelines. Other duties as assigned

Communication & Issue Resolution

Answer incoming calls on main lines and Customer Care queue promptly. Monitor and respond to customer service emails. Work with the sales team to gather missing information and meet customer expectations. Record customer interactions and resolutions in the CRM system. Track outstanding orders/issues and follow up to ensure resolution. Troubleshoot order or delivery issues and provide alternative solutions when needed. Escalate unresolved issues to management and follow through to resolution.

General & Administrative

Provide order and customer support to other internal departments. Suggest improvements to customer care processes. Assist with training and onboarding of new team members. Complete other administrative tasks or special projects as assigned.
Qualifications

High school diploma or equivalent (Post-secondary education in business, accounting, or administration is an asset). Experience in customer service, sales, or marketing is an asset but not required. Strong communication and active listening skills (verbal and written). Ability to handle difficult conversations with professionalism. Proficient in Microsoft Office 365 (Excel, Outlook). Strong problem-solving skills with the ability to adapt plans as needed. Able to work both independently and as part of a team.
Job Type: Full-time

Benefits:

Dental care Employee assistance program Extended health care Life insurance RRSP match
Experience:

Customer service: 2 years (required) Microsoft Excel: 2 years (preferred)
Work Location: In person