Customer Experience & Success Associate (Contact Centre)

At Atlas Tools & Machinery, we prioritize delivering a superior customer experience to ensure each of our clients enjoys a premium service.

We are focused on cultivating positive customer relationships by attentively listening to their needs and ensuring we are identifying the right "tool" to support them.

Have a passion for tools or skilled trades? This could be the perfect role for you!

Unfamiliar with tools? That's OK! We provide comprehensive on-the-job training.

A Customer Experience & Success Associate (CX&SA) i s responsible for providing assistance / support to customers regarding online orders and occasionally general / in-store inquiries.

A Customer Experience and Success Associate (CX&SA) is a support specialist and sales professional that has unwavering commitment to finding solutions for customers and delivering the Atlas Experience.

Customer Experience & Success Associate reports to the Customer Experience & Success Manager.

A CX&SA has a learn each day mindset and is always looking for better ways to support our customers and associates. Most importantly, a CX&SA cares about people and will do anything they can to deliver the Atlas Experience to our customers.

Responsibilities :

• Reaching out to customers regarding no stocks, partial ships, freight quotes, upcoming sales, discontinued items, unclaimed parcels, etc.
• Replying to customers via email (cases) or by phone with regards to the above, in addition to return requests, errant shipments (wrong item received / ordered), courier issues (delayed, lost, damaged, not received, late), warranty request / issues (within warranty, outside of warranty), defective issues, general product inquiries, special order requests, promotion inquiries, shipping questions, international order questions, payment options, cancellation request, requests to revise orders, back order cancellations, gift card issues, taking pre-orders.
• Coordinate Diamondback (DBT) warranty claims.
• Create RMA’s for returns and once received, follow up with a refund.
• Reconciliation all NetSuite transactions against Versa pay transactions daily - a
• Manage large volume of customers calls, emails and tickets (customer and internal), reply to voicemails.
• Escalate any unresolved issues to the manager.
• Ensure that customer inquiries and requests are addressed in a timely and professional manner, maintaining a positive customer relationship.
• Reply / update NetSuite Cases.
• Retrieve shipping quotes.
• Collaborate with the web and purchasing team regarding any issues related to pictures / listings, pricing, etc.
• Reach out to a vendor for assistance, when necessary, e.g. : missing parts, item arrived damaged (not courier related).
• Process Canada-Post Refunds for late parcels - along with courier claims when required.
• Price adjustment processing.
• Look up RMS transactions upon customer request.
• Maintain broad knowledge of all products and promotions.
• Identify and implement continuous change initiatives and new processes to improve customer support.
• Provide assistance / support to customers regarding all aspect’s online orders (not limited to the responsibilities mentioned above)

General Requirements : Skills & Abilities

• Be a first-class example when representing the company to customers and all staff.
• Excellent communication and interpersonal skills, including the ability to quickly build rapport with colleagues, customers, and suppliers.
• Detail oriented and highly observant.
• Proven ability to work effectively as part of a team or independently.
• Ability to work in a fast-paced environment by demonstrating flexibility and adapting to last minute changes.
• Ability to prioritize tasks accordingly and process multiple tasks simultaneously.
• Ability to stay positive and calm in high stress situations while de-escalating.
• Accuracy and strong attention to detail.
• Good problem-solving skills.
• Self-directed and ability to navigate in ambiguous situations.
• Effective organizational and time management skills
• Reliability, dependability, and punctuality in the execution of duties and responsibilities.
• DCS / DEC (preferred)

Experience :

• Call center : 2 years
• Customer service : 2 years

At Atlas, we are committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve.

Atlas is an equal opportunity employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital requirements, disability, or any other protected status.

We conduct our business with the highest ethical standards. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and our AODA policy, a request for accommodation will be accepted as part of the hiring process.

If you are an individual who has a disability that requires accommodation to apply, reach out directly to human resources or the hiring manager.

We thank all interested candidates in advance, however only individuals selected for interviews will be contacted.

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