About Avron
At Avron, we are committed to providing our customers with exceptional service and high-quality products. Our Customer Service team plays an important role in creating positive customer experience by providing professional, responsive, and personalized support.
We are looking for a Customer Service Representative to join our in-office team. This is a hands-on customer service and order-entry position for someone who enjoys speaking with customers, solving problems, processing orders, and working in a fast-paced environment.
The successful candidate will be responsible for handling incoming customer calls, taking and processing orders, responding to email and website inquiries, making outbound calls regarding out-of-stock products, and providing suitable product substitutions when required.
You will work closely with our warehouse, purchasing, logistics, and inventory teams to ensure orders are processed accurately and customers receive timely updates.
Key Responsibilities
Customer Service & Customer Care
- Provide professional, friendly, and responsive customer service by phone, email, and other communication channels.
- Answer incoming calls as part of the customer service telephone queue.
- Communicate confidently and professionally with customers in both spoken and written English.
- Respond to customer inquiries regarding products, pricing, availability, orders, and shipping.
- Resolve customer concerns efficiently while maintaining a positive, customer-first approach.
- Build strong customer relationships through excellent communication and timely follow-up.
- Provide accurate product and order information to customers.
- Make outbound calls to customers regarding out-of-stock products, back-orders, and product availability.
- Proactively contact customers when an ordered product is unavailable.
- Recommend suitable substitute products based on availability, product specifications, pricing, and customer needs.
- Clearly explain substitute options to customers and obtain approval before making changes to an order.
- Follow up with customers to ensure out-of-stock items and substitutions are handled promptly.
Order Entry & Order Management
- Take customer orders by phone and accurately enter them into the company ERP system.
- Process customer orders received by email and through the company website.
- Review orders for accuracy, product availability, pricing, and shipping requirements.
- Verify customer information and ensure all orders are entered correctly and efficiently.
- Monitor order status and communicate updates to customers as required.
- Identify out-of-stock items and determine appropriate substitute products.
- Coordinate with warehouse, purchasing, logistics, and inventory teams to support timely and accurate order fulfillment.
- Ensure customer orders are processed accurately and according to customer requirements.
Delivery & Order Support
- Keep customers informed about delivery delays, back orders, and revised delivery timelines.
- Follow up on missing items, shipment discrepancies, and other order-related issues.
- Work with internal departments to investigate and resolve customer concerns.
- Provide customers with clear and timely updates regarding their orders.
- Maintain accurate and complete order information in the ERP system.
Team Collaboration
- Work closely with warehouse, purchasing, logistics, and inventory teams to provide a seamless customer experience.
- Communicate customer requirements and order information accurately to internal departments.
- Assist with resolving order and inventory issues in a timely manner.
- Identify opportunities to improve customer service and internal processes.
- Maintain a positive, professional, and team-oriented work environment.
Qualifications
- Previous experience in customer service, order entry, inside sales, or a similar role.
- Confident, professional, and friendly telephone manner.
- Comfortable handling a busy telephone queue and speaking with customers throughout the day.
- Comfortable making outbound customer calls when required.
- Strong data-entry skills with excellent attention to detail.
- Experience processing orders by phone, email, and/or online systems.
- Ability to understand customer needs and recommend appropriate substitute products.
- Ability to learn and use ERP, order-management, and other computer systems.
- Proficiency with Microsoft Office.
- Strong organizational and problem-solving skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong follow-up skills and attention to detail.
- Positive attitude, strong work ethic, and commitment to excellent customer service.
- Reliable and punctual with a professional approach to work.
- Experience in a wholesale, distribution, manufacturing, product-based, or e-commerce environment is an asset.
Schedule
- Full-time, permanent position
- In-office
- Monday to Friday
- 9:00 AM–5:30 PM
- 37.5 hours per week
- No evenings or weekends
Compensation & Benefits
- $21.00 per hour
- Comprehensive health, dental, and vision benefits
- Paid vacation, sick days, and personal time
- Opportunities for professional growth and career advancement
- Supportive, collaborative, and team-oriented work environment
- Stable Monday-to-Friday schedule
- Employee discounts on company products, where applicable
Why Join Avron?
At Avron, we value teamwork, accountability, and exceptional customer service. We provide our employees with a supportive and professional work environment where they can develop their skills, contribute to the success of the team, and grow within the company.
If you are a friendly and reliable individual who enjoys helping customers, processing orders, making outbound calls, and finding solutions when products are unavailable, we would love to hear from you.
Recruitment Process Disclosures
Use of artificial intelligence: In accordance with the Employment Standards Act, 2000 (Ontario), we advise that artificial intelligence is used in our hiring process to screen, assess, and select applicants for this position.
Job Type: Full-time
Pay: $21.00 per hour
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Ability to commute/relocate:
- Concord, ON L4K 4W8: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
Work Location: In person
