Ancaster jobs

This is a remote position.

Requirements

Review pricing, product specifications, dimensions, fire ratings, materials, quantities, shipping methods, and special instructions for accuracy. Process additional services including lift gate requests, expedited shipping, address changes, and other order modifications. Monitor vendor production and shipment timelines to obtain Estimated Ship Dates (ESDs) and proactively communicate updates to customers. Follow up with vendors to obtain tracking information and ensure timely shipment visibility.
• Serve as the primary liaison between customers and vendors for all pre-shipment inquiries, including:
  
• • Order status
    
  • Delays
    
  • Order modifications
    
  • Cancellations
    
  • Shipping questions
    
  Invoice requests
Coordinate vendor communications regarding shipping requirements, tax documentation, customer information, and delivery instructions. Manage vendor follow-ups to ensure service level expectations are met.
• Investigate and resolve post-shipment customer concerns including:
  
• • Damaged shipments
    
  • Defective products
    
  • Missing items
    
  • Lost shipments
    
  • Returns
    
  • Warranty claims
    
  Replacement / Refund requests
Analyze customer-submitted documentation (photos, shipping records, carrier information, vendor feedback) to accurately determine the root cause of an issue. Differentiate between damage, manufacturing defects, shipping issues, installation concerns, and customer error to ensure the appropriate resolution is provided. Prepare replacement, refund, or credit recommendations based on company policies, vendor agreements, and profitability analysis. Escalate complex cases with clear documentation and supporting evidence. Build strong working relationships with vendors while advocating for the best possible customer outcome. Meet or exceed Service Level Agreements (SLAs) across phone, email, and chat channels. Handle multiple customer interactions simultaneously while maintaining accuracy and professionalism. (Calls approx. 30-60 weekly; 2-4 chats daily; and 100+ emails) Prioritize work effectively based on urgency, customer impact, and operational requirements. Contribute ideas that improve efficiency, accuracy, and the overall customer experience.

• Post-secondary education in Supply Chain Management, Business, Operations, Logistics, or a related field is preferred.
  
• Previous experience in ecommerce, dropshipping, supply chain, logistics, customer service, or order management.
  
• Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems experience is essential (Zoho, Salesforce, etc.).
  
• Strong Microsoft Excel skills, including filtering, sorting, lookups, and working with data.
  
• Strong analytical and investigative mindset with excellent problem-solving abilities.
  
• Excellent attention to detail along with strong organizational skills.
  
• Ability to analyze customer situations and make sound recommendations balancing customer satisfaction with business profitability.
  
• Understanding of shipping methods, freight versus parcel shipments, carriers, tracking processes, and delivery exceptions.
  
• Ability to manage multiple priorities and communication channels simultaneously while maintaining accuracy.
  
• Excellent written and verbal communication skills with the ability to communicate professionally with customers, vendors, and internal teams.
  
• Strong technical skills and comfortable using web-based programs.
  
• 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.
  
• Ability to use AI responsibly to support task prioritization, email drafting, reporting, process improvements, problem-solving and OKRs (Objectives and Key Results).

Benefits