Customer Service, Reverse Logistics

Staples Canada; Mississauga; On-site; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Associate discount

Flex benefits plan

Learning & Development programs

And more...

Job summary

Staples Canada in Mississauga is seeking a talented customer service professional to be the primary contact for shoppers on our online platforms. You will respond to questions, concerns and feedback via email, phone or CRM, ensuring a positive experience for each interaction.

You will investigate issues, flag potential fraud, process returns and refunds, and coordinate with the Product Specialists and Reverse Logistics team to keep listings accurate and listings conversions running smoothly.

Qualifications

• 1–2 years in a customer service role
• Experience handling a variety of customer service issues
• Previous experience on eBay is an asset
• Minimum high school diploma or related work experience
• Good understanding of eCommerce
• Excellent customer service skills and experience
• Excellent verbal and written communication skills
• Ability to think on the feet and offer creative value-driven solutions
• Proficient with computers and Excel/Word/Outlook
• Curious, approachable, passionate, problem solver

Responsibilities

• Provide excellent customer service to pre and post-sale customers via e-mail, phone or CRM. Ensure a positive customer experience for all contacts, including eBay negative feedback revisions.
• Conduct research into any customer service issues. Alert management team of any customer service concerns.
• Look for potential return fraud, or customers abusing partial refunds for issues discovered after purchase.
• Resolve simple and complex customer service issues in timely fashion, including returns and customer item replacement.
• Provide invoices for ended auctions in timely fashion.
• Support the Reverse Logistics Supervisor by helping process listings, auction conversions and communicate any potential customer fraud.
• Where needed, offer minor refunds to customers to take care of any issues with the listing or offer replacement parts if available per policy.
• Process returns and coordinate with a Product Specialists daily as needed.

Skills

Customer service

Communication

Problem solving

Excel

Education

High school diploma

Tools

Excel

Word

Outlook

Job description

Job Description

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions. If that’s you, let’s work, learn and grow together.

We are building an inclusive and diverse team

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Some of what you will do

Under the direction of the Reverse Logistics Manager, this role will be responsible for being the primary point of contact for customers shopping our online platforms and to assist them if they have questions, concerns and/or feedback. Each day will be fast-paced, challenging, rewarding and meaningful.

Specifically, You Will

• Provide excellent customer service to pre and post-sale customers via e-mail, phone or CRM. Ensure a positive customer experience for all contacts, including eBay negative feedback revisions.
• Conduct research into any customer service issues. Alert management team of any customer service concerns.
• Look for potential return fraud, or customers abusing partial refunds for “issues” discovered after they purchase product.
• Resolve simple and complex customer service issues in timely fashion, including returns and customer item replacement.
• Provide invoices for ended auctions in timely fashion
• Support the Reverse Logistics Supervisor by helping process listings, auction conversions and communicate any potential customer fraud.
• Where needed, offer minor refunds to customers to take care of any issues with the listing (missing charger or cable) Or offer replacement parts if available in accordance with company policy
• Process returns and co-ordinate with a Product Specialists daily as needed.

Some of what you will get

• Associate discount
• Flex benefits plan
• Learning & Development programs
• And more...

Additional Information

• Office/Warehouse environment
• May be required to work alternate shifts i.e. evenings and weekends

Qualifications

Some of what you need

• A minimum of 1-2 years in a customer service role
• Demonstrated experience handing a variety of customer service issues
• Previous experience on eBay is an asset
• Minimum high school diploma or related work experience.
• Should have a good understanding of eCommerce.
• Excellent customer service skills and experience.
• Excellent verbal and written communication skills.
• Ability to think on the feet, and offer creative value-driven solutions on the fly.
• Must have comfortable with computers and have exceptional skills in Excel, Word and Outlook.
• Curious
• Approachable
• Passionate
• Problem solver

About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.