Sales and Customer Support Associate

Position Overview

We are looking for a detail-oriented Sales & Customer Support Associate to join our team. You will manage high-volume inbound inquiries, guide customers through the purchasing process, and resolve post-sale or logistics issues.

Key Responsibilities

Customer Inquiry & Sales Support

• Inbound Call & Email Management: Efficiently handle a high volume of calls and emails from prospective and existing customers with professionalism and a solution-oriented approach.
• Product Expertise: Maintain up-to-date knowledge of our products, services, features, to assist customers effectively.
• Customer Experience: Respond to product questions, guide buyers to appropriate solutions, and ensure a seamless and positive experience.

Issue Resolution

• Problem Resolution: Diagnose customer issues related to order delivery or product functionality and provide accurate, timely solutions by phone and email.
• CRM Logging: Record all customer interactions in the internal CRM system.
• Escalation Management: Identify complex technical issues and refer them to the appropriate engineering or technical specialist teams.

Return, Refund & Logistics Management

• Request Processing: Evaluate return and refund requests according to company guidelines and process them in the system.
• Logistics Coordination: Work with warehouse and logistics teams to verify the condition of returned items. Coordinate with Third-Party Logistics (3PL) partners to manage returns and exchanges.
• Quality Feedback & Tracking: Monitor return statistics, identify recurring trends such as transit damage or packaging issues, and report actionable insights to management for continuous improvement.

Qualifications & Skills

• Experience: Minimum one years in customer support, or order management
• Communication: Excellent verbal and written communication skills in English. French bilingualism is a strong asset.
• Tech-Savvy: Proficiency with CRM systems, ticketing software, and Microsoft Office Suite; QuickBooks.
• Fast-Paced Adaptability: Ability to excel in a high-volume environment while maintaining attention to detail and accurate data tracking.

Add the EEO for your company*

Example: We are an equal opportunity employer committed to creating an inclusive and diverse workplace. Employment decisions are made without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other characteristic protected under the Ontario Human Rights Code. We encourage applications from all qualified individuals, including members of equity‑seeking groups.

Accommodations are available upon request throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

Pay: $50,000.00-$55,000.00 per year

Benefits

• Dental care
• Extended health care
• Life insurance
• Vision care

Work Location: In person