Customer Service
2 days ago
Customer Service & Order Management – Chat Specialist
About Us
Best Access Doors is a fast-growing e-commerce company headquartered in Ancaster, Ontario. For over 15 years, we've specialized in providing in-stock and custom Access Doors, Floor Hatches, and Roof Hatches to contractors across North America. With a focus on speed, service, and quality, we proudly operate multiple websites and marketplaces, supported by warehouses throughout Canada and the USA. Our culture is built on collaboration, innovation, and a strong belief in the value of every teaUpgrade to see actual infomber—providing opportunities for continuous growth and development.
What We're Looking For
As we continue to experience record order volume and gear up for our peak summer season, we're looking for a Customer Service & Order Management – Chat Specialist to join our growing team. This new role is focused on enhancing our live chat support, a key area of opportunity for us, while supporting our broader customer service and order management efforts.
If you're enthusiastic, detail-oriented, and thrive in a fast-paced environment where multitasking is the norm, this is your chance to make a real impact on our customer experience. The ideal candidate has experience handling both support and sales-related inquiries via live chat and is comfortable using CRM systems, working cross-functionally, and taking initiative to keep things moving.
Key Responsibilities
- Serve as the primary point of contact for live chat support during peak website traffic hours, handling both customer service and sales-related inquiries
- Respond to incoming customer chats, phone calls, and emails with professionalism, empathy, and accuracy
- Proactively initiate chat conversations with website visitors using chat triggers to support both pre-sale and post-sale inquiries
- Accurately document customer inquiries, actions, and resolutions in our CRM (Zoho)
- Collaborate with the order management team to ensure timely and accurate order processing
- Investigate and process returns, refunds, and cancellations in a timely manner
- Communicate with vendors regarding order issues, missing items, and updates
- Route inquiries outside your scope to the correct teaUpgrade to see actual infombers and ensure proper follow-up
- Maintain up-to-date knowledge of our product catalog, pricing, and policies to confidently guide customers
- Identify trends in customer inquiries and escalate recurring issues or improvement opportunities
- Support ongoing initiatives to improve first-response and resolution times, including the use of macros, templates, and automation tools
Qualifications & Skills
- 2 years in a customer service or order management role, preferably in a high-volume e-commerce environment
- Experience handling live chats with customers; sales chat experience is a strong asset
- Experience using CRM and ERP systems (Zoho CRM, Zoho Desk, Salesforce, etc.)
- Strong communication skills—both written (for chat/email) and verbal (for calls)
- Excellent multitasking and time management skills in a fast-paced environment
- Meticulous attention to detail and highly organized
- Comfortable working in a repetitive, high-efficiency task environment
- Strong computer literacy; able to learn and use web-based platforms with ease
- Proven track record of delivering a high level of customer service
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