eCommerce Customer Support Agent (Burlington, ON)

wolseley; Burlington; On-site; CAD 47,000 - 57,000; Full time

Benefits offered by this job

Comprehensive benefits with premiums

RRSP and pension with employer match

Annual bonus

Profit-sharing opportunities

Paid vacation, sick time, birthday off

Education reimbursement

Employee discounts on products

Job summary

Wolseley Canada is seeking an eCommerce Customer Support Agent for the Burlington location. You will handle inbound chat, email, and phone inquiries, troubleshoot platform issues, and promote Wolseley Express adoption to customers and internal users.

You'll work in a fast-paced environment, leveraging AS400, Wolseley Express, and Salesforce tools while collaborating with cross-functional teams to ensure timely resolutions and high customer satisfaction.

Qualifications

• Post-secondary education or 2+ years of experience supporting an eCommerce platform.
• Knowledge of transactional eCommerce best practices, preferably in a B2B environment.
• Knowledge of plumbing and HVAC products is an asset.
• Experience in sales and branch operations related to order fulfillment.
• Strong technical aptitude with proficiency in Microsoft Office and technology platforms.

Responsibilities

• Provide customer support via inbound chat, email and phone for web-related issues/inquiries.
• Review and manage pending user registrations for Wolseley Express for all users.
• Conexiom setup, maintenance and testing.
• Identify and communicate technical issues to the Wolseley Express App Dev team.
• Triage and troubleshoot customer concerns regarding Wolseley Express orders and inventory.
• Leverage Wolseley Express reporting to assist onboarding and route requests to field support teams.
• Drive overall satisfaction by delivering high level customer service and resolving complaints.
• Develop Wolseley Express expertise to promote self-serve capabilities.
• Collaborate with National Customer Support and cross-functionally with other teams.

Skills

Customer service

Technical aptitude

Multitasking

Independent work

Team collaboration

typing speed

Tools

AS400

Wolseley Express

Salesforce

Microsoft Office

Job description

At Wolseley Canada, our leading-edge is the knowledge and insight found in every corner of our organization. Here, you'll build strong relationships and support critical industries that touch the lives of Canadians. Every day, we show up with intention and pride; in ourselves, our associates, and our customers. You'll have a solid foundation to try new things, uncover new possibilities, challenge yourself, and grow your career. Does this sound like somewhere you'd like to be?

Join the Pros!

Why You'll Love Working Here

• Safety-focused and inclusive workplace culture
• Comprehensive benefits with premiums fully paid for by the company for the "Core" package starting day 1
• Competitive retirement savings program including RRSP and Defined Contribution pension plan with employer matching up to 5.25% Day 1
• Paid vacation, sick time, and paid birthday off
• Annual bonus and profit-sharing opportunities
• Employee discounts on leading plumbing, HVAC/R, and industrial products
• Education reimbursement and ongoing career development opportunities
• Employee referral programs and recognition initiatives

The Opportunity

Join the Burlington location as an eCommerce Customer Support Agent, where you'll support customers with online inquiries, troubleshoot platform issues, and promote adoption of our eCommerce solutions. We're looking for a customer-focused, tech-savvy professional who thrives in a fast-paced environment and is passionate about delivering exceptional service.

What you will do:

• Provide customer support via inbound chat, email and phone, for web-related issues/inquiries.
• Review, manage and maintain pending user registrations for Wolseley Express, for all external and internal users.
• Conexiom setup, maintenance and testing.
• Identify and communicate technical issues pertaining to Wolseley Express online experience to Wolseley Express App Dev team.
• Triage/Troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, etc.
• Leverage Wolseley Express reporting to identify and connect with newly registered users to offer onboarding assistance and pass any requests to field support teams.
• Drive overall satisfaction by providing a high level of customer service to resolve complaints.
• Develop Wolseley Express expertise to effectively communicate and promote self-serve capabilities of the platform.
• Collaborate with National Customer Support as required.
• Collaborate cross-functionally with other teams and research information in multiple systems/applications, to provide timely resolution to customer issues.
• Proactively drive registrations and utilization of Wolseley Express.

What you will bring:

• Post-secondary education or 2+ years of experience supporting an eCommerce platform.
• Knowledge of transactional eCommerce best practices, preferably in a B2B environment.
• Knowledge of plumbing and HVAC products is an asset.
• Previous knowledge of sales and branch operations, particularly related to order fulfillment.
• Strong technical aptitude with proficiency in Microsoft Office and technology platforms.
• Knowledge of AS400 and Wolseley Express is an asset.
• Salesforce knowledge and/or experience is an asset.
• Highly organized with strong prioritization, multitasking, and time management skills.
• Strong commitment to delivering exceptional customer service.
• Ability to work independently as well as collaboratively in a team-based environment.
• Strong problem-solving and analytical skills.
• Ability to type a minimum of 50 words per minute.
• Install the mobile app to receive a notification once it's ready.

Our Commitment to You

Wolseley Canada is proud to be an equal opportunity employer, embracing diverse backgrounds and perspectives. We are committed to an inclusive, barrier-free recruitment process with accommodation available on request for candidates participating in all stages of the recruitment and selection process.

#INDCORP

Base Salary: $52,000 + 5% MIP

New Position: Net New Role

Please note: Wolseley uses AI-assisted tools to support applicant screening.

Where a salary range is posted, the total compensation range posted for this role represents the total compensation opportunity, which may include base wage, bonuses, commissions, and/or other monetary components, if applicable. Placement in the range will be based on factors such as market conditions, internal equity, candidate experience, skills and qualifications relevant to the role.

Benefits eligibility varies based on employment status and contract length. Full-time permanent positi