Visit our company page to learn why you need to work for us: ca.indeed.com/cmp/Canadian-Appliance-Source/about
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. In this role, you will play a crucial part in delivering a best-in-class retail experience by ensuring operational excellence and resolving order-related issues efficiently.
If you excel at problem-solving, possess exceptional organizational and customer service skills, and thrive in a fast-paced, dynamic environment, we want to hear from you!
Job type: Full Time
Compensation: Commensurate with experience
On-site position
What we offer:
- Company Paid Benefits: Extended Healthcare, Dental, Vision, Life Insurance, and Disability Insurance
- Employee Referral Bonus (up to $500 per hire)
- Employee Discount Pricing on Appliances
- Goodlife/ Energie Cardio Membership discounts
- Company Events
- Great Company Culture
- Career Growth Opportunities
*Ask your interviewer for more details*
What You’ll Be Doing! Your day-to-day will involve…
- Resolve and monitor Post-Delivery issues, including Return requests, warranty requests, parts & service, short shipments, returns, and refunds, ensuring timely and accurate resolution
- Proactively follow up with vendors and other stakeholders partners to track and resolve issues impacting orders shipped.
- Manage exceptions to ensure smooth order resolution, collaborating with the Customer Care, Home Delivery and Sales teams to provide clear communication and prompt resolutions
- Coordinate with internal departments (warehouse, logistics, etc.) and external partners (carriers, suppliers) to address returns, or item challenges.
- Monitor and manage exceptions, escalating as needed to meet customer expectations
- Process and track returns, including reviewing return requests, initiate warranty service calls, order parts replacement, and ensuring proper handling of returned items
- Respond to customer inquiries regarding challenges, providing professional and empathetic support via the customer's preferred communication channel.[Email, Phone]
- Action urgent issues, and defects, including shipping replacement parts as required
- Maintain and update documentation for order resolution processes in a timely manner
- Investigate root causes of order discrepancies, leveraging data to identify trends and recommend process improvements in collaboration with internal teams
- At other companies, this role may be known as Customer Service Representative, Customer Support Specialist, Call Centre Agent, Client Services Representative, Customer Care Associate, or Support Agent. While the title may vary, the focus remains the same: delivering excellent support, resolving customer needs, and creating a positive experience at every interaction
What we are looking for:
- Minimum of 2 years of experience in customer service, logistics, or order management roles.
- Able to commute to office
- Proficient in browser-based and mobile-based applications, including G-Suite (Sheets, Docs, Slides).
- Strong multitasking and time management skills, with the ability to perform effectively under pressure in fast-paced environments.
- Able to work both independently and collaboratively within a team.
- Highly coachable, open to feedback, and dedicated to self-improvement.
- Detail-oriented, organized, and meticulous in completing tasks.
- Excellent problem-solving and critical-thinking skills, capable of making independent decisions when necessary.
- Exceptional written and verbal communication skills (French language proficiency is required).
- Adaptive to dynamic environments, responsive to shifting priorities, and quick to integrate new information.
We thank all those who apply, however only applicants chosen for an interview will be contacted. Candidates must be legally eligible to work in Canada without sponsorship.
Visit our company page to learn why you need to work for us: ca.indeed.com/cmp/Canadian-Appliance-Source/about
Canadian Appliance Source is an equal opportunity employer. We uphold and respect the requirements set forth in the Accessibility for Ontarians with Disabilities Act (2005) and its associated standards and regulations. Should you require accommodation during the recruitment and hire process, please notify us.
Job Type: Full-time
Pay: $20.00-$23.00 per hour
Benefits:
- Company events
- Disability insurance
- Life insurance
Application question(s):
- Where did you learn about this opportunity? (Indeed, Referral, Sponsored Job Ad, etc)
Experience:
- customer service, logistics, or order management: 2 years (required)
Language:
Work Location: In person
