The Customer Care Representative plays a key role in delivering an exceptional customer experience. This role is responsible for managing customer inquiries, processing orders with accuracy, resolving issues, and maintaining professional communication with customers and internal teams.

Primary Responsibilities

Customer Engagement & Order Management

· Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.

· Serve as a primary point of contact to address and resolve customer complaints, product inquiries, and service-related questions in a courteous and efficient manner.

· Clearly explain product features, pricing, availability, and company policies to help customers make informed decisions.

· Review and maintain open sales orders, backorders, and ensure timely order fulfillment.

· Enter new customer orders into the order management system with a high level of accuracy and attention to detail.

· Update or adjust customer pricing in accordance with established internal pricing guidelines.

· Review and reconcile the daily sales journal to ensure accuracy of transactions.

· Validate order information for completeness and correctness prior to releasing for invoicing.

· Process and invoice drop-ship orders according to established procedures.

Communication, Coordination & Issue Resolution

· Answer incoming calls on both the main company lines and the Customer Care phone queue in a timely and professional manner.

· Monitor and respond to customer service emails, ensuring inquiries are handled promptly.

· Collaborate with the sales team to gather missing information and ensure orders and customer expectations are met.

· Accurately document all customer interactions, including inquiries, concerns, and resolutions, in the company’s CRM or tracking system.

· Track and follow up on outstanding orders, inquiries, or issues to ensure timely resolution and customer satisfaction.

· Proactively troubleshoot issues related to orders, delivery, or product availability, and suggest appropriate alternative solutions when necessary.

· Escalate complex or unresolved issues to the appropriate department or supervisor and monitor progress to ensure a timely outcome.

· Ensure all communications and resolutions are followed through to completion, maintaining a customer-focused approach.

General & Administrative

· Support internal departments with order-related inquiries or customer information.

· Identify opportunities to improve customer care processes and contribute suggestions for continuous improvement.

· Assist in onboarding new team members by sharing best practices and participating in knowledge sharing.

· Perform additional administrative duties or special projects as assigned by management.

Qualifications

· High School Diploma or equivalent

· Customer Service, Sales or Marketing experience is an asset but not necessary.

· Post-Secondary education also an asset (e.g. business/accounting or administrative field)

· Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oral

· Clear and efficient communicator with strong active listening skills

· Proficient in Microsoft Office 365, especially Excel and Outlook

· Ability to work efficiently as a part of a team, as well as independently.

· Strong problem solver: you are able to break down a complex problem into an actionable plan, with the ability to adapt those plans as situations change.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Schedule:

• Day shift
• Monday to Friday

Experience:

• Customer service: 1 year (preferred)
• Microsoft Excel: 1 year (preferred)

Work Location: Hybrid remote in London, ON N5V 4P2