Customer Advisor I

Lee Valley Tools; Ottawa; On-site; CAD 22,000 - 32,000; Full time

Benefits offered by this job

Lee Valley discount

Family-oriented environment

Job summary

Lee Valley Tools in Ottawa, Ontario is seeking a friendly, customer-focused team member to provide high quality service for customer orders and inquiries. You will process transactions, assist with backorders and returns, and help pick items in the warehouse. Previous retail or crafts experience is a plus.

Join a family-oriented environment offering Lee Valley discounts and opportunities for growth. The role requires on-site presence and a willingness to engage customers on the showroom floor.

Qualifications

• 1–2 years in retail required; experience a plus.
• Experience in a skilled craft or trade is an asset.
• Ability to follow procedures and learn new processes.

Responsibilities

• Process in-store payments with basic cash handling procedures.
• Place items on hold following pre-determined procedure.
• Look up customer numbers in CW / STEP.
• Process exchanges and returns using set procedures, re-shelving items as needed.
• Fill customer orders (including all safety sheets as required).
• Answer basic customer questions related to our products.
• Greet customers upon entry and help locate items in showroom.
• Refill in-store displays following ISM guides.
• Identify if an item is eligible for backorder and help place orders.
• Occasionally assist in receiving and re shelving products delivered to warehouse.

Skills

Retail experience

Craft/trade exposure

Customer service

Job description

Reporting to: Store Manager

About Lee Valley:

Since 1978, Lee Valley has recognized that for many, woodworking and gardening are more than just hobbies. Lee Valley Tools enjoys a proud history of providing high-quality woodworking, gardening, hobby, hardware, gift and seasonal merchandise to customers worldwide. We pride ourselves on providing quality products and renowned customer service.

Lee Valley has been honored with many prestigious awards, including being recognized as one of Canada's Best Managed Companies. Additionally, we have been ranked #1 for In-Store Experience in Ontario by Leger Marketing Inc.

A position at Lee Valley is more than just a job – we honor the time and dedication that our people give by providing sustained and meaningful employment while striving to provide an environment where learning and development are encouraged.

Overview:

Provides high quality support and service for customer orders/enquiries regarding products and/or services. Answers general questions related to products and other issues as they relate to customer orders and returns, processes transactions and helps pick orders in the warehouse.

Key Responsibilities:

• Process in store payment transactions with basic understanding of cash handling procedures
• Place items on hold, following pre-determined procedure
• Look up customer numbers in CW / STEP
• Process exchanges and returns using set procedure, re shelving items as needed
• Fill a customer orders (including all safety sheets as required)
• Answer basic customer questions related to our products
• Greets all customers upon entry
• Help customers locate items in the showroom
• Refill in store displays following ISM guides
• Identify if an item is eligible for backorder and help customer to place orders
• Occasionally assist in receiving and re shelving products delivered to warehouse
• Able to participate in on the floor engagement re; demo, drop ins
• Develop understanding of inventory movement for the purpose of backorders or inter store transfers
• Develop a working knowledge of our SFS process and procedures.

Knowledge and Skills:

• 1 to 2 years in retail considered an asset
• Experience in a skilled craft or trade (such as woodworking, gardening) a significant asset
• Follows set procedures with fairly routine tasks. Expected to use these procedures along with general knowledge to complete tasks.
• Usually only requires basic instruction for most work, requiring detailed instructions for new products or processes.

What we offer:

• Lee Valley discount.
• A family-oriented environment that supports growth and development for all employees.

Salary Range: $18.75

Diversity and Inclusion:

At Lee Valley, we are proud to celebrate and foster a diverse team of professionals. We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work. Our diverse community combined with our inclusive culture, is what sets us apart in the industry.

We encourage all candidates to apply for job opportunities with Lee Valley regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, or disability.

If you require accommodation during the recruitment and selection process, please do not hesitate to reach out.

Our Approach to Artificial Intelligence in Recruitment

We believe that hiring decisions should be grounded in human judgment, thoughtful evaluation, and meaningful dialogue.

At Lee Valley, we do not use artificial intelligence tools to screen, rank, or make automated decisions about candidates. All applications are reviewed by members of our hiring team, and selection decisions are made through human assessment and professional judgment.

We are committed to a fair, transparent, and equitable recruitment process where candidates are evaluated based on their experience, skills, and potential — not by automated systems.

We thank all applicants, however only those selected for an interview will be contacted.