Looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with strong attention to detail? Do you love the satisfaction that comes with correcting an error or solving a problem? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest, and kind atmosphere for customers? 

At Well.ca it’s our mission to provide our customers with the best service they have ever had!

Well.ca is currently looking for an energetic team player to join our growing Customer Care Team as a Returns Specialist.  This role supports the functions and interactions of the Customer Care team as well as the departmental goals.

Work Schedule: Monday - Friday, 10AM - 6PM (37.5 hours/week)

Working Location: 935-B Southgate Drive, Guelph, ON N1L 0B9

Hourly Rate: $18.50 per hour

Anticipated Start Date: As soon as possible

Discounts: Well.ca offers 20% off on everything on Well.ca and an Employee discount store!

Responsibilities:

Processing Customer Returns

• Unboxing product and assessing condition for resale
• Processing monetary refunds and providing customer notifications
• Management of the restock cart
• Tracking trends and volumes relative to customer returns
• Other duties as required

Management of Return to Sender packages

• Proactive communication with customers regarding their returned parcel
• Correcting address errors where possible and subsequent reshipment of parcels
• Processing monetary refunds where necessary 
• Other duties as required

Customer Communication

• Outbound customer communication via email
• Prompt and thorough follow-up with customers regarding order updates

Problem Management

• Ability to diagnose problems, identify and drive appropriate solutions
• Work closely with peers and other departments to resolve product issues
• When needed, escalate issues to the Customer Care Leadership team to ensure we are meeting customers particular needs

Performance Criteria

• Reports directly to the Shift Lead 

• Turn first-time customers into loyal customers by wowing them with prompt service

• Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department at Well.ca

• Demonstrated ability to maintain/exceed personal and department goals and metrics

• Ability to lift up to 50lbs.

Qualifications:

• High school diploma required
• 1-3 years of experience in a similar role 
• Exceptional written communication skills
• Strong technical skills
• Adapt easily to change
• Ability to learn quickly and take initiative
• Outstanding multi-tasking and organizational skills
• Ability to solve problems in a quick and well-thought-out manner
• Working Knowledge of Microsoft Suite (incl. Outlook, Excel, Word, Teams, etc.)

Why You’ll Love Working at Well.ca

Purpose-driven culture focused on wellness and sustainability.

Collaborative, flexible, and supportive hybrid work environment.

Opportunity to grow and make an impact across multiple marketing channels.

Competitive compensation, benefits, and employee discounts.

Disclosures

Employer Name: WELL.CA (BH WATER HOLDCO LTD.)

Contact information

Ashley Morgan

935B Southgate Dr, Guelph ON N1L 0B9

519-489-7185

ashley.morgan@well.ca [ashley.morgan@well.ca]

Payroll: Biweekly on Fridays

AI Use: Well.ca does not currently utilize AI in their recruitment process

Monday - Friday , 10 AM - 6 PM