Role Title: Customer Service Associate
Department: Customer Service
Reports To:
- Direct to: Customer Service Lead / Manager
- High Management: Director of Global Operations and Supply Chain
Location:
- In office – In person
- 529 Great Lakes Blvd, Oakville, ON
Type: Full-Time
Hours:
- Monday - Friday 9:30am-6:00pm (including a 30 minute unpaid break)
- Full time
- Weekends as needed
Role Overview
We are seeking a dynamic and results-oriented Customer Service Agent to join our growing team. This is not just a support role; it is a critical position designed to drive revenue through proactive sales/support-focused inbound calls and exceptional customer engagement.
You will be at the forefront of our customer interactions, leveraging advanced AI technology (Kustomer CRM) to provide seamless support and ensure our high-volume fulfillment operations run smoothly.
Key Responsibilities
1. Inbound Call Management
- Act as the primary point of contact for inbound phone inquiries, focusing on converting leads into sales/retention through expert product knowledge and excellent communication.
- Identify customer needs and recommend appropriate products or solutions to enhance the customer experience.
- Provide a high-touch, personalized service that reflects our brand's commitment to excellence.
2. Multi-Channel Customer Support
- Manage and resolve customer inquiries across multiple channels, including tickets, email, and live chat, social media, with a focus on speed, accuracy, and empathy.
- Utilize Kustomer CRM to track customer interactions and ensure a consistent and seamless experience across all touchpoints.
3. AI Exception Management
- Work alongside our integrated Kustomer
- Provide feedback on AI performance to help optimize our automated workflows and improve overall efficiency.
4. Feedback & Continuous Improvement
- Proactively gather and report customer feedback to inform product development, quality issues or concerns, and process improvements.
- Contribute to a customer-centric culture by identifying opportunities to enhance the overall customer journey.
Supportive duties when required:
Operational & Fulfillment Support:
- Assist with daily label printing and other order-related tasks during peak periods to support our high-volume fulfillment process.
- Collaborate closely with the Supply Chain and Logistics team to resolve order-related issues and ensure timely delivery.
Qualifications & Skills
- Proven Sales Experience: Demonstrated ability to drive sales through phone-based interactions.
Exceptional Communication:
- Strong verbal and written communication skills with a natural ability to build rapport with customers.
Tech-Savvy:
- Proficiency with CRM platforms (Kustomer or Zendesk experience is a plus) and a comfort level working alongside AI-driven automation.
Customer-Centric Mindset:
- A genuine passion for providing outstanding service and a commitment to resolving customer issues effectively.
Adaptability & Multi-tasking:
- Ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.
- Problem-Solving Skills:
- Strong analytical and critical thinking skills to resolve complex customer problems.
What We Offer
- Competitive Salary
- Opportunities for Growth & Advancement
- Dynamic & Supportive Work Environment
Cedar Planters is a proud family-run business creating handcrafted planter boxes, raised garden beds, and plant pots for customers across Canada and the United States. We embrace the adventure of growing something meaningful, cultivate kindness in everything we do, and stay driven by purpose; rooted in care for our team, our craft, and our customers. Every product we make reflects that commitment to quality and craftsmanship. If you’re looking to join a supportive, purpose-driven team, we’d love for you to learn more about us at CedarPlanters.ca
Pay: $45,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off
- Vision care
Application question(s):
- Are you comfortable with dogs? We have dogs in the office daily.
- Are you Legally eligible to work full time in Canada?
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
