[Hiring] eCommerce Customer Support Agent @Wolseley Group

Role Description

Join the Burlington or Laval team as an eCommerce Customer Support Agent, where you’ll help customers get the most out of our online solutions. You’ll provide exceptional support, troubleshoot eCommerce inquiries, and help drive engagement with Wolseley Express. We’re looking for a tech-savvy, customer-focused professional who enjoys problem-solving and thrives in a fast-paced, collaborative environment.

What you will do:

• Provide second-tier customer support via inbound web chat, email, 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/Troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, etc.
• Review, manage and maintain pending user registrations for Wolseley Express, for all external and internal users.
• Support Strategic Accounts with administrative overflow tasks to expedite customer onboarding plans, as needed (ie. Lists, Barcoding).
• Drive overall satisfaction by providing a high level of customer service to resolve complaints.
• Develop Wolseley Express expertise to effectively communicate and promote self-serve capabilities of the platform.
• Proactively drive registrations and utilization of Wolseley Express.
• Leverage Wolseley Express reporting to identify and connect with newly-registered users to offer onboarding assistance and pass any requests to field support teams.
• Respond to inquiries submitted through the Wolseley Express Contact Us Email Form.
• Monitor and action Wolseley Express related feedback collected through Medallia surveys and forms, as needed.
• Establish and maintain monthly reporting dashboard to provide insights and trends regarding ticket volume, type and resolution.
• Collaborate with National Customer Support as required.
• Identify and communicate technical issues pertaining to Wolseley Express online experience to eBusiness and IT.

Qualifications

• Post-Secondary Education, or 2+ years experience supporting an eCommerce platform.
• Fluency in both English and French with 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.

Requirements

• Remote work arrangement.
• Base Salary: $52,000 to $55,000 + 5% MIP.
• New Position: Net New Role.

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.