Customer Care Specialist

**About Us**:
At Avron, we are committed to delivering exceptional customer experience and offering top-quality products. Our Customer Care team plays a vital role in this mission. We’re currently looking for a passionate and proactive **Customer Care Specialist** to join us. As the first point of contact for our customers, you'll be handling a variety of product-related issues, including delivery delays, out-of-stock situations, returns, and warranty claims. You’ll work closely with both customers and internal teams to ensure smooth resolutions, maintaining our high standards of service.

**Key Responsibilities**:

- **Out-of-Stock & Substitution Assistance**:
Proactively communicate with customers about out-of-stock products, offering suitable substitutes or alternatives to meet their needs.
- **Product Issues & Concerns**:
Address customer complaints or concerns regarding product quality, defects, or discrepancies, working quickly and professionally to resolve them.
- **Delivery Delays**:
Keep customers informed of delivery delays and manage expectations, providing effective solutions when possible.
- **Missing Items**:
Investigate missing items from orders and ensure prompt resolution to maintain customer satisfaction.
- **Returns, RMAs & Credits**:
Process returns, initiate Return Merchandise Authorizations (RMAs), and issue credits or replacements. Ensure all documentation is accurate and follow up with customers as needed.
- **Warranty & Replacement Parts Coordination**:
Collaborate with the purchasing team to process warranty claims and arrange for replacement parts for defective products. Ensure that customers are updated regularly on the status of their claims.
- **Customer Service Excellence**:
Maintain a positive, empathetic attitude while delivering outstanding customer service and building long-term customer relationships.
- **Cross-functional Collaboration**:
Work with internal teams such as warehouse, logistics, and inventory to ensure accurate and timely order fulfillment, resolve product-related issues, and manage warranty claims.

**Qualifications**:

- Proven experience in customer service or customer care, especially in a product-based or e-commerce environment.
- Strong communication skills (written and verbal), with the ability to explain complex situations clearly and effectively.
- Ability to handle challenging situations with patience, professionalism, and a focus on resolution.
- Excellent problem-solving skills and attention to detail.
- Experience with handling returns, RMAs, credits, and substitutions is a plus.
- Familiarity with warranty and replacement parts coordination is advantageous.
- Ability to work independently while collaborating effectively within a team.
- Strong organizational and time management skills to balance multiple tasks and deadlines.
- A customer-first mindset and commitment to delivering outstanding service.

**Schedule**:

- **In-office hours**: Monday to Friday, 8:30 AM - 5:00 PM.

**Benefits & Perks**:

- **Competitive Salary**: $21-$23 per hour.
- **Health Benefits**: Comprehensive medical, dental, and vision coverage.
- **Paid Time Off**: Generous sick leave and personal time to ensure work-life balance.
- **Growth Opportunities**: Clear career paths and potential for advancement within the company.
- **Supportive Environment**: Join a positive, collaborative in-office team that values your contribution.

**How to Apply**:
If you have a passion for customer service and thrive in problem-solving, we’d love to hear from you Please submit your resume along with a cover letter that highlights your experience and why you’d be an excellent fit for the role.

Pay: $21.00-$23.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Ability to commute/relocate:

- Concord, ON L4K 4W8: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Service : 2 years (required)

**Language**:

- English (required)

Work Location: In person