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Customer Experience Specialist

3 weeks ago

Markham, Ontario, Canada Max Advanced Brakes Full time

Max Advanced Brakes
 is a retailer and distributor of automotive brake parts with a mission to make stopping power simple for consumers.

We specialize in brake pads, rotors, and related accessories which are manufactured to the highest quality of original equipment manufacturer (OEM) specifications. By investing in technology, our people, consumer education, and customer service, we strive to make acquiring quality brake parts simple for customers.

Established in 2010 with a vision to offer quality and extensively tested brake products at the best prices possible, today we remain steadfast to that same vision. Over the years as our customers' needs have grown, we have scaled and developed an extensive physical distribution presence in Canada and the USA to ensure we meet their demands for brakes in a timely and efficient manner.

To learn more about 
Max Advanced Brakes
 please visit

Position Overview

We're seeking a
Customer Experience Specialist
who is passionate about delivering exceptional service and creating meaningful interactions that build trust and loyalty. In this role, you'll be the primary point of contact for customers, providing prompt, professional support and ensuring a seamless experience from initial inquiry to post-purchase follow-up. If you're a problem-solver who takes pride in first-contact resolution, enjoys helping others, and wants to be part of a growing e-commerce brand, we'd love to have you on our team.

Primary Responsibilities

  • Respond promptly and professionally to customer inquiries via phone, email, and online platforms, ensuring a positive first-contact experience.
  • Assist customers in selecting suitable products or services, providing accurate guidance tailored to their specific needs.
  • Handle order processing, including verification, updates, cancellations, refunds, and returns with precision.
  • Resolve customer complaints and issues efficiently, demonstrating empathy and a commitment to customer satisfaction.
  • Maintain and update detailed records of customer interactions, orders, and resolutions in CRM and order management systems.
  • Identify opportunities to up-sell or cross-sell products to enhance customer value and support company growth.
  • Collaborate with team members and other departments to address complex customer issues and improve processes.
  • Maintain in-depth knowledge of company products, services, and industry best practices to provide informed support.
  • Monitor patterns in customer feedback and proactively communicate insights to management to support product and service improvements.
  • Support e-commerce sales channels (Amazon, eBay, Walmart) by answering product questions and following up on orders.

Qualifications

  • Minimum 2 years of customer service experience, preferably in the automotive aftermarket, or e-commerce sectors.
  • Strong communication and interpersonal skills, with the ability to convey information clearly, professionally, and confidently.
  • Proactive problem-solving mindset with the ability to handle challenging situations with empathy and professionalism.
  • Highly detail-oriented and organized, particularly when managing vehicle specifications, product compatibility, orders, and customer records.
  • Proficiency using CRM, order management systems, and e-commerce platforms (e.g., eDesk, Aircall, Amazon, eBay, Walmart).
  • Ability to multitask and manage time effectively in a fast-paced, high-volume environment.
  • Passion for delivering exceptional customer experiences and collaborating effectively as part of a team.
  • Willingness and ability to continuously learn about brake systems, automotive parts, and customer behavior in the auto parts industry.

Assets (Preferred but Not Required)

  • Fluency in French or Spanish.
  • Experience supporting customers through Amazon, eBay, or other online marketplaces.
  • A passion for cars or hands-on experience with vehicle maintenance or repair.

Benefits of Working at Max Advanced Brakes:

  • Career growth and development
  • Competitive salary
  • Flexible health benefits
  • Be a part of a dynamic, diverse team
  • Friendly work environment with in-house recreational activities
  • Employee discounts on premium brake parts

Additional Information

Full-time permanent position

The candidate must be available from Monday to Friday 9:00AM - 5:30PM and weekends when necessary

Transit accessible location

Max Advanced Brakes is an Equal Opportunity Employer. We are proud to provide employment accommodation during the recruitment process. Should you require any accommodation(s), please indicate your needs on your cover letter and we will work with you to meet your accessibility needs.