E-Commerce Customer Success Specialist

3 weeks ago

Ottawa ON, Canada CanadaWheels Full time

Company Overview:

Headquartered in Ottawa, CanadaWheels.Ca stands as Canada's most rapidly expanding online retailer, specializing in automotive wheels, tires, and parts. With a dedicated mission to redefine the automotive online shopping landscape, we're seeking a dynamic National E-Commerce Customer Service Representative to join our Ottawa team.

Role Summary:

As our E-Commerce Customer Service Representative, you will be the pivotal link between CanadaWheels and its esteemed customers. Having a passion for cars and serving as the frontline of communication, you will be entrusted to guide our customers through every phase of their journey, from initial product selection to post-purchase satisfaction. Your role goes beyond just exceptional customer service. With an eye for detail, you will ensure accurate order processing, adeptly manage any post-purchase issues, and contribute to maintaining the integrity of our financial transactions. While data analysis proficiency is an asset, the essence of this position lies in the seamless fusion of unparalleled service with a strategic approach. By elevating our customer interactions and continually optimizing our operations, you will play a crucial role in enhancing the CanadaWheels brand and its commitment to excellence.

Key Responsibilities:

  • Respond promptly and accurately to customer inquiries via phone, email, or chat, fostering an efficient and empathetic customer experience.
  • Foster enduring customer relationships by addressing questions and concerns promptly and professionally, ensuring each interaction reflects the highest level of service.
  • Exhibit a positive and proactive demeanor in daily operations, promoting effective communication and adept resolution of customer inquiries.
  • Cultivate an in-depth understanding of our products, enabling you to guide customers through available options and make informed decisions.
  • Document customer interactions, transactions, feedback, and complaints, ensuring meticulous record-keeping for future reference and improvement initiatives.
  • Collaborate closely with colleagues and supervisors, upholding seamless internal communication for swift query resolution.
  • Apply basic mathematical skills and proficiency in Excel and other data analytics tools to accurately adjust, calculate, and verify invoices, ensuring seamless billing and transaction processes for both customers and suppliers.
  • Prioritize customer satisfaction, delivering expert customer support that aligns with the company's commitment to enhancing customer profitability through cost-effective solutions.

Qualifications:

  • Minimum of a high school diploma. A college or university degree is an asset.
  • Fluent verbal and written communication skills in both English and French are mandatory.
  • Capability to professionally handle and resolve challenging customer situations.
  • Proficiency in computer systems, software, and e-commerce platforms.
  • Prior experience in customer support roles, showcasing a knack for problem-solving and empathy.
  • Basic understanding of data analysis concepts and an eagerness to learn more.
  • Familiarity with data analysis tools (e.G., Excel, Google Sheets).

Benefits:

  • Comprehensive health, wellness, and dental benefits package.
  • Engaging weekly team social events and Happy Hours.
  • Access to unlimited healthy food, snacks, and coffee.
  • Continuous learning and growth opportunities to nurture your professional development.
  • Supportive and collaborative team environment that encourages growth.
  • Enjoy a modern and upscale downtown Ottawa office space.
  • Flexible hybrid work options for a balanced work-life experience.

Inclusion and Diversity:

At CanadaWheels, we are dedicated to fostering an inclusive and diverse work environment where all employees feel valued, heard, and supported. We strongly encourage applications from Indigenous individuals, individuals from racialized communities, people with disabilities, LGBTQ+ individuals, and those with intersectional identities. If you require accommodations during the recruitment process, please inform us so that we can ensure your full participation.

Application Details:

Please include your preferred pronouns in your application (e.G., she/her/hers, he/him/his, they/them/theirs). We look forward to receiving your application and exploring the opportunity to welcome you to the CanadaWheels team.

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