E-Commerce Customer Support Specialist

Allow us to introduce ourselves:

Coachwood Group is a Windsor-based portfolio of businesses that owns Biosteel, Canadian Protein, Coachwood Golf & Country Club, Coachwood Capital and a few other companies.

Canadian Protein was just recently awarded "Company of the Year" at the 2024 Business Excellence Awards, while Coachwood Golf & Country Club boasts one of the region's best golf & dining experiences.

Biosteel, our most recent acquisition in 2023 was a powerhouse of a brand that scaled unsustainably and it is our mission to turn it around and continue to offer customers incredible products.

Our passion for success begins with CEO Dan Crosby, who started from humble beginnings selling tubs of protein from his basement. More than 15 years later with nearly 200 employees across several businesses, the same relentless pursuit for success still lies at the heart of everything we do today

Why you will love it here:

So why is Coachwood Group such a great place to work? Our entrepreneurial DNA means we are constantly looking to grow and expand, which creates plenty of opportunities for promotion from within. And because we are locally owned and operated, our close-knit and supportive environment makes it easy to collaborate, learn, and grow alongside colleagues who truly care about each other's success. We trust our employees to take ownership of their work and try to delegate and empower rather than micromanage. After all, we don't want this to be just a job, we want it to be your career

Duties & Responsibilities:

Subscription Customer Service

• Respond promptly to customer inquiries and resolve issues via Zendesk, email, and in-person interactions.
• Manage and support subscription-related requests, including product swaps, cancellations, renewals, plan modifications, and price matching.
• Assist customers in updating payment information, delivery preferences, and shipping schedules through Recharge and Shopify
• Provide accurate information about subscription options, product availability, and billing terms based on company policy.
• Investigate and resolve customer complaints, concerns, and inquiries in a professional, empathetic, and efficient manner.
• Process subscription-related refunds, replacements, and return-to-sender (RTS) cases.
• Resolve chargebacks for both PayPal and Shopify transactions

Zendesk & Recharge Management

• Utilize Zendesk to manage customer interactions, track tickets, and maintain a comprehensive customer database.
• Leverage Recharge to manage subscription lifecycles and monitor customer accounts.
• Analyze customer service data from Zendesk and Recharge to identify trends and recommend process improvements.
• Process and track subscription orders through Shopify, ensuring fulfillment and payment accuracy.

Cross-functional Collaboration

• Collaborate with the logistics and fulfillment teams to ensure timely delivery of subscription orders.
• Partner with sales, marketing, and production to maintain consistency in communication and resolve customer-impacting issues.
• Contribute to strategies that enhance the subscription experience, gathering and analyzing customer feedback to identify areas for improvement.

Qualifications & Attributes:

• Familiarity with Zendesk, Recharge, and Shopify is required.
• Excellent communication and interpersonal skills.
• Strong multitasking ability to manage high volumes of subscription inquiries.
• Customer-focused mindset with a commitment to providing exceptional, personalized service.
• Positive, empathetic, and solution-oriented approach to problem-solving.
• Detail-oriented and organized in managing customer records, orders, and billing data.
• Adaptability to handle multiple communication channels and dynamic processes.

Benefits:

• Employee discount
• Vacation pay and holiday pay
• Opportunities for advancement and career growth
• On-site parking
• Positive and collaborative work environment
• Full training and support
• Health and safety measures are in place

How to Apply: If you believe you are a good fit for this position, please apply via Indeed and include your resume.

We thank all applicants for their interest in Coachwood Group. Only those selected for an interview will be contacted. Coachwood Group is an equal opportunity employer and encourages applications from all qualified individuals.

Job Type: Full-time

Work Location: In person