Customer Care Associate (Contract 6 months)

HD Supply; Ontario; On-site; CAD 30,000 - 45,000; Full time

Job summary

HD Supply is seeking a dedicated customer service associate to support inquiries regarding products and services. Successful candidates will leverage their strong communication skills to resolve customer issues, ensure order accuracy, and support the sales process by collaborating with internal teams. This role requires a customer-first mindset and the ability to thrive in a fast-paced environment.

Qualifications

• 1-3 years of experience in customer service, preferably B2B.
• Strong communication skills—both written and verbal.
• Ability to work independently and collaboratively.

Responsibilities

• Respond to customer inquiries via phone and email.
• Process customer orders and resolve issues.
• Maintain records in the CRM system.

Skills

Communication

Problem-Solving

Organizational Skills

Customer First Mindset

Bilingual (English/French)

Education

High school diploma or equivalent

Post-secondary education in Business, Communications, or a related field

Tools

Microsoft Office Suite

CRM or ERP systems

Job description

Job-Specific Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Resolve product or service issues by clarifying the customer's concerns, determining the cause of the problem, and offering appropriate solutions.
• Maintain detailed and accurate records of customer interactions, transactions, feedback, and complaints in the CRM system.
• Coordinate with internal teams such as Sales, Logistics, and Finance to ensure customer issues are resolved and orders are fulfilled correctly.
• Provide product and service information, including availability, pricing, and delivery details.
• Assist in identifying opportunities to improve customer service processes, policies, and standards.
• Stay up to date on company products, services, and systems to provide informed support.
• Meet or exceed individual and team KPIs, including response time, order accuracy, and customer satisfaction scores.

Preferred Qualifications:

• High school diploma or equivalent required; post-secondary education in Business, Communications, or a related field is an asset.
• 1–3 years of experience in customer service, preferably in a B2B or order-processing environment.
• Strong communication skills—both written and verbal.
• Proficiency in Microsoft Office Suite and experience with CRM or ERP systems (e.g., Salesforce, SAP, Oracle) is preferred.
• Excellent problem-solving and organizational skills, with attention to detail.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Customer-first mindset with a positive and professional attitude.
• Bilingual (English/French) is a must.

Job Summary

Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge of 20,000 products and 3 catalogues.

Major Tasks, Responsibilities, and Key Accountabilities

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• Performs necessary follow-up to ensure customer service expectations are met.
• Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs.
• Researches and suggests alternative products to customers. Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Resolves customer issues including issuance of credit concessions.
• Refers complex, non-standard problems to supervisor.

Nature and Scope

• Selects correct processes from clearly prescribed rules, past practices, or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.
• Under close supervision, exercises limited latitude/independent judgment. Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor.
• None.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• No travel required.

Education and Experience

• HS Diploma or GED strongly preferred. 0-2 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.