eCommerce Customer Support Agent

🔥 10 minutes ago

🇨🇦 Canada – Remote

💵 $52k - $55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wolseley Canada Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

🏭 Manufacturing

🛍️ eCommerce

Construction • Manufacturing • eCommerce

Wolseley Canada Inc. is a leading distributor in Canada specializing in plumbing, HVAC/R, waterworks, and industrial products and services. With over 200 branches and 2,500 associates, Wolseley Canada offers comprehensive solutions and technical support for contractors and municipalities. Wolseley Express, the company's eCommerce platform, facilitates easy purchasing of their broad product range. The company places significant emphasis on customer service, technical support, and a robust national supply network that ensures timely delivery of products across the country. Additionally, Wolseley operates various showrooms to display kitchen, bath, and other fixtures, further enhancing their market presence in the plumbing and HVAC sectors.

📋 Description

• Provide second-tier customer support via inbound web chat, email, and phone inquiries for web-related inquiries • Collaborate cross-functionally with other teams and research information in multiple systems/applications to provide timely resolution to customer issues • Triage and troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, and related issues • Review, manage, and maintain pending user registrations for Wolseley Express for external and internal users • Support Strategic Accounts with administrative overflow tasks to expedite customer onboarding plans, such as lists and barcoding • Resolve complaints and drive overall customer satisfaction • Develop Wolseley Express expertise and promote self-serve capabilities • Proactively drive Wolseley Express registrations and utilization • Identify newly registered users through reporting, provide onboarding assistance, and refer requests to field support teams • Respond to inquiries submitted through the Wolseley Express Contact Us email form • Monitor and action Wolseley Express feedback collected through Medallia surveys and forms • Establish and maintain a monthly reporting dashboard covering ticket volume, type, and resolution • Collaborate with National Customer Support as required • Identify and communicate technical issues related to the Wolseley Express online experience to eBusiness and IT

🎯 Requirements

• Post-Secondary Education, or 2+ years experience supporting an eCommerce platform • Fluency in both English and French • Superior communication and interpersonal skills (verbal, written and listening) • Knowledge of transactional eCommerce best practices, in a B2B environment preferred • Plumbing/HVAC product knowledge, an asset • Previous branch/sales operations knowledge, with regard to order fulfillment • Technically savvy; proficient with Microsoft Office and technology platforms • Knowledge of AS400 system and Wolseley Express, an asset • Highly organized in prioritizing work, multi-tasking and time management • High level of commitment to exceptional customer service • Demonstrated ability to work independently, as well as in a collaborative team-based environment • Strong problem solving and analytical skills • Ability to type at least 50 WPM • Satisfactory criminal record check required

🏖️ Benefits

• Safety-focused and inclusive workplace culture • Comprehensive benefits with premiums fully paid for by the company for the “Core” package starting day 1 • Competitive retirement savings program including RRSP and Defined Contribution pension plan with employer matching up to 5.25% Day 1 • Paid vacation, sick time, and paid birthday off • Annual bonus and profit-sharing opportunities • Employee discounts on leading plumbing, HVAC/R, and industrial products • Education reimbursement and ongoing career development opportunities • Employee referral programs and recognition initiatives • Health and dental benefits may be available for fixed-term contract positions, depending on the terms of the position • Inclusive, barrier-free recruitment process with accommodation available on request