Customer Service Associate

3 weeks ago


Toronto, Canada ATLAS TOOLS AND MACHINERY Full time

A Customer Experience & Success Associate (CX&SA) is responsible for providing assistance/support to customers regarding online orders and occasionally general/in-store inquiries. A Customer Experience and Success Associate (CX&SA), is a support specialist and sales professional that has unwavering commitment to finding solutions for customers and delivering the Atlas Experience. Customer Experience & Success Associate reports to the Customer Experience & Success Manager.

A CX&SA has a “learn each day” mindset and is always looking for better ways to support our customers and associates.

**Responsibilities**:

- Reaching out to customers regarding no stocks, partial ships, freight quotes, upcoming sales, discontinued items, unclaimed parcels, etc.
- Coordinate Soft-Goods warranty claims.
- Create RMA’s for returns and once received, follow up with a refund.
- Reconciliation all Netsuite transactions against Versapay transactions daily - a
- Escalate any unresolved issues to the manager.
- Ensure that customer inquiries and requests are addressed in a timely and professional manner, maintaining a positive customer relationship.
- Reply/update Netsuite Cases.
- Retrieve shipping quotes.
- Collaborate with the web and purchasing team regarding any issues related to pictures/listings, pricing, etc.
- Reach out to a vendor for assistance when necessary, eg: missing parts, item arrived damaged (not courier related).
- Process Canada-Post Refunds for late parcels - along with courier claims when required.
- Price adjustment processing.
- Maintain broad knowledge of all products and promotions.
- Identify and implement continuous change initiatives and new processes to improve customer support.
- Provide assistance/support to customers regarding all aspects online orders (not limited to the responsibilities mentioned above)

**Skills/Abilities**:

- 3-5 year’s previous retail Customer Service experience.
- Excellent communication and interpersonal skills, including the ability to quickly build rapport with both customers.
- Ability to work both independently and in a team setting.
- Ability to work in a fast-paced environment by demonstrating flexibility and adapting to last minute changes.
- Strong attention to detail and accuracy.
- Analytical ability to extract insights from data and reports to inform decisions.
- Ability to work self directed and set priorities in line with overall company objectives.
- Ideal Team Player. Focused on Team Goals and team contributing individual performance.
- Ability to prioritize tasks accordingly and process multiple tasks simultaneously
- Ability to stay positive and calm in high stress situations while de-escalating
- Accuracy and strong attention to detail.
- Good problem solving skills.
- Effective organizational and time management skills

**Job Types**: Full-time, Permanent

Pay: $18.00-$22.00 per hour

Expected hours: No less than 32 per week

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- Store discount
- Vision care

Shift:

- 8 hour shift
- Day shift

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Customer Service: 2 years (required)
- Retail: 1 year (required)

Licence/Certification:

- Serving It Right (preferred)

Work Location: In person

Application deadline: 2024-06-12
Expected start date: 2024-07-01



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