Ville : Toronto

Catégorie : Marketing / Marketing

Industrie : Retail

Employeur : Home Hardware

• Deliver multi-channel customer and Dealer support by responding to inquiries via phone, email, and chat, including but not limited to products, pricing, promotions, order status, shipping, returns, and store-related matters. 
• Resolve customer and Dealer issues by identifying root causes, applying sound judgment, and delivering timely, policy-aligned solutions while demonstrating empathy and professionalism. 
• Support online customer experience by assisting but not limited to website navigation, account inquiries, and order placement to ensure a seamless eCommerce journey. 
• Provide backend eCommerce operational support to Dealers, including but not limited to guidance on order processing, fulfillment workflows, system navigation, and issue troubleshooting. 
• Manage transaction inquiries with accuracy and compliance, coordinating with internal teams when escalation or investigation is required. 
• Serve as a liaison between Stores, Corporate teams, and Customers, ensuring clear communication, alignment, and efficient cross-functional issue resolution. 
• Monitor and manage case activity within established service level agreements (SLAs), maintain accurate documentation, meeting response targets, and supporting defined customer satisfaction benchmarks. 
• Drive continuous improvement by identifying recurring issues, reporting website or system defects, analyzing customer feedback and trends, and contributing actionable recommendations to enhance processes and overall customer experience. 

• High School graduation, with post-secondary business-oriented courses an asset. 
• Fluently Bilingual in French (Written and Oral). 
• Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment. 
• Excellent communication, interpersonal problem solving and writing skills. 
• Ability to handle difficult situations. 
• Strong organizational, negotiation and mediation skills. 
• Experience with eCommerce and social media in the marketing/corporate environment is beneficial. 
• Demonstrated analysis and reporting skills. 
• Demonstrated PC skills: Microsoft Office-Excel, Word, reporting software and/or other software/database skills. 
• The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model. 

• The expected starting salary range for this role is $42,500 - $55,800; the final offer will reflect relevant skills and experience. 
• Eligible for the annual bonus program.  
• Comprehensive Benefits Program including: 
  • Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program. 
• Defined Contribution Pension Plan with Company Match, and choice of contribution level. 
• Group RRSP. 
• Discount at our Corporate Retail Store in St. Jacobs. 
• Home & Auto Insurance discounts. 
• Competitive vacation time.  
• Personal and sick time. 
• Employee Discount Program through Venngo WorkPerks.