Customer Support Representative

**Who are We?**

At Canada Welding Supply, we are a leading source for welding equipment, supplies and apparel in Canada. With a wide selection of products from top brands, we cater to the needs of professional welders, hobbyists, and DIY enthusiasts. We pride ourselves on providing exceptional customer service and product education.

We're more than just a supplier - we're a growing team of passionate individuals dedicated to fueling the future of welding in Canada. We value and prioritize customer centricity, innovation, teamwork and respect in our workplace.

If these values resonate with you, keep reading

**About the Role**:
This role is for someone who is not only a problem solver but also a strong communicator who can balance company policies with the best interests of the customer. You’ll be responsible for proactively identifying areas for improvement, collaborating with your team, and effectively using a variety of business platforms to ensure a seamless customer experience. Your ability to stay calm under pressure and manage multiple tasks efficiently will be key to your success.

This role will report directly to the E-Commerce Support Manager.
- **Work Location**:_6829 Pacific Circle, Mississauga - This role begins as a full-time on-site position to ensure you have the best possible training and support from your team. After successfully completing your probationary period, there may be an opportunity to transition to a hybrid work schedule._
- **Hours**:_8:30am to 5pm Monday to Friday. _

**Key Responsibilities**
- Investigate order or shipping issues and coordinate clearly with internal teams and external couriers/suppliers to ensure timely resolution.
- Manage complex or challenging customer issues confidently and professionally, maintaining attention to detail and full follow-through from first contact to resolution with updates.
- Take ownership of customer cases, providing clear and proactive communication throughout the process.
- Identify, report, and document process inefficiencies or recurring issues to contribute to continuous improvement and internal visibility.
- Collaborate actively within the team by sharing insights, asking questions, and supporting colleagues when needed.
- Learn, adapt to, and efficiently use evolving business platforms and tools (e.g., NetSuite, Shopify, Gorgias) and common office software (Google Workspace).
- Perform basic calculations related to refunds, discounts, and order adjustments to ensure accuracy and fairness in customer resolutions.
- Maintain patience and professionalism during challenging or high-pressure customer interactions.
- Demonstrate empathy and a customer advocacy mindset, balancing company policies with customer needs.
- Prioritize and manage multiple tasks and customer inquiries effectively using strong time management skills.
- Responsibilities include other duties as assigned by the E-Commerce Support Manager. _

**Qualifications**:

- 1-2 years of customer-facing or professional experience (e.g., retail, hospitality, administration)
- Strong written and verbal communication, with the ability to adapt tone and language appropriately based on the situation and customer’s experience
- Confident navigating new technologies and learning new systems quickly
- Excellent attention to detail, with a high standard of accuracy in customer communication and internal documentation
- Highly organized and efficient in managing daily tasks and meeting deadlines with mínimal oversight
- Curious, self-motivated, and proactive in solving problems and identifying root causes
- Comfortable working both independently and collaboratively across departments

**Nice to Haves**:

- Experience with e-commerce platforms (e.g., Shopify) or support software (e.g., Gorgias, Zendesk, HubSpot)
- Exposure to technical, industrial, e-commerce, or warehousing environments
- French language proficiency (written and/or spoken)

**What We Offer**:

- Opportunities to Grow
- Casual Dress Code
- Comprehensive Health Benefits
- Group Retirement Saving Plan (Matched by Company)
- Paid Wellness Days & Birthday Day Off

Visit our website canadaweldingsupply.ca to learn more

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

Pay: From $40,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Application question(s):

- Are you able to reliably commute to 6829 Pacific Circle, Mississauga? (Yes/No)
- Do you have any experience with e-commerce platforms or support software? Ex. Shopify, Gorgias, Zendesk, HubSpot

(Yes/No)

**Experience**:

- Customer-facing or Professional (e.g., retail, hospitality): 1 year (preferred)

Work Location: Hybrid remote in Mississauga, ON L5T 1S6