Customer Service / Order Management Representative (Ecommerce)

Best Access Doors is a growing and fully-remote e-commerce company, offering flexibility, growth and innovation. We are a leading provider of in-stock and custom Access Doors, Floor Hatches, and Roof Hatches to contractors across North America for the last 15 Years.

The Opportunity

We are currently looking for a Customer Service / Order Management Representative to join our growing team! The ideal candidate will play a major role in ensuring that our customers receive a very personalized and exceptional customer experience every time. Having hands-on experience with investigating and processing returns and damages is required, along with order processing experience. Warehouse experience is an asset. Recent graduates are encouraged to apply!

About you:

- You love meeting new people and building lasting relationships
- You are technical and enjoy learning new platforms
- You thrive in a fun and engaged workplace
- You are the first to step up and help out a team member in need
- You are always up for a challenge

Responsibilities

• Answering incoming calls in a professional, friendly, and positive manner to assist with any customer inquiries
• Communicating with customers via phone, email and chat on a daily basis
• Corresponding with vendors regarding any missing or incorrect information
• Building customer loyalty by placing follow-up calls to keep customers informed about support related matters
• Tasking out received inquiries to the correct team members
• Following up on daily tasks (customer issues, damages, missing items etc.)
• Investigating and processing refunds for cancelled orders
• Proactively problem-solve and recommend alternative solutions for customer concerns or inquiries
• Multitasking to complete your daily tasks while connecting with customers via email, live chat, and telephone communications
• Work closely with the order fulfillment team to support and ensure that all orders are delivered quickly and conveniently

Skills/Qualifications/Requirements

Must have:

• Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems experience is essential (Zoho, Salesforce, etc.)
• Advanced Microsoft Excel experience (Formulas, Pivot Tables, Vlookup, translating data into information)
• Strong technical skills and comfortable using web-based programs
• Excellent attention to detail along with strong organizational skills
• Ability to effectively communicate in a transparent and professional manner
• Strong multi-tasking and time management skills with the ability to meet tight deadlines
• Passion for and proven track record of providing excellent Customer Service
• Works well in a fast-paced environment and can adapt to various situations prioritizing multiple work assignments simultaneously

Job Types: Full-time, Permanent

Salary: $18.00-$21.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 2 years (required)
• CRM software: 2 years (required)
• Order management: 2 years (required)
• order processing: 2 years (required)

Work Location: Remote