Job Overview
We are seeking a motivated, detail-oriented, and customer-focused E-Commerce Specialist to join our team on a 14-month contract to cover a maternity leave. This role is responsible for supporting our online sales platforms, providing exceptional customer service, and ensuring a seamless shopping experience for our customers.
The ideal candidate will possess strong communication and organizational skills, be proficient in Microsoft Office and general computer applications, and have the ability to multitask in a fast-paced environment. Previous experience in e-commerce, customer service, or call center environments is considered an asset. Bilingual abilities are also highly valued to support communication across diverse customer markets.
Key Responsibilities:
- Handle a wide range of customer requests, including order status updates, lead time inquiries, returns, warranties, and order edits across multiple channels (email, phone, chat), aiming for prompt same-day resolution in line with team standards.
- Investigate order or shipping issues and coordinate clearly with internal teams and external couriers/suppliers to ensure timely resolution.
- Manage complex or challenging customer issues confidently and professionally, maintaining attention to detail and full follow-through from first contact to resolution with updates.
- Take ownership of customer cases, providing clear and proactive communication throughout the process.
- Identify, report, and document process inefficiencies or recurring issues to contribute to continuous improvement and internal visibility.
- Collaborate actively within the team by sharing insights, asking questions, and supporting colleagues when needed.
- Learn, adapt to, and efficiently use evolving business platforms and tools (e.g., NetSuite, Shopify, Gorgias) and common office software (Google Workspace).
- Perform basic calculations related to refunds, discounts, and order adjustments to ensure accuracy and fairness in customer resolutions.
- Maintain patience and professionalism during challenging or high-pressure customer interactions.
- Demonstrate empathy and a customer advocacy mindset, balancing company policies with customer needs.
- Prioritize and manage multiple tasks and customer inquiries effectively using strong time management skills.
Responsibilities include other duties as assigned by the E-Commerce Support Manager.
Qualifications:
- 1–2 years of customer-facing or professional experience (e.g., retail, hospitality, administration)
- Strong written and verbal communication, with the ability to adapt tone and language appropriately based on the situation and customer’s experience
- Excellent attention to detail, with a high standard of accuracy in customer communication and internal documentation
- Highly organized and efficient in managing daily tasks and meeting deadlines with minimal oversight
- Curious, self-motivated, and proactive in solving problems and identifying root causes
- Comfortable working both independently and collaboratively across departments
- Confident navigating new technologies and learning new systems quickly
Nice to Haves:
- Experience with e-commerce platforms (e.g., Shopify) or support software (e.g., Gorgias, Zendesk, HubSpot)
- Exposure to technical, industrial, e-commerce, or warehousing environments
- French language proficiency (written and/or spoken)
- Experience handling customer inquiries across multiple channels (email, phone, chat)
Job Types: Full-time, Permanent
Pay: $45,000.00-$50,000.00 per year
Benefits:
- Employee assistance program
- On-site parking
Ability to commute/relocate:
- Mississauga, ON L5T 1S6: reliably commute or plan to relocate before starting work (preferred)
Work Location: Hybrid remote in Mississauga, ON L5T 1S6
