Agent du Service Client e-Commerce / eCommerce Customer Support Agent

Wolseley Group; United States; Remote; USD 52,000 - 55,000; Full time

Benefits offered by this job

Remote work options

Health & dental benefits

Paid vacation

Job summary

Wolseley Canada is hiring an eCommerce Customer Support Agent to help customers maximize online solutions, troubleshoot inquiries, and drive engagement with Wolseley Express. You’ll operate in a fast-paced, collaborative environment, delivering exceptional service in both English and French.

You will manage online orders, registrations, and support inquiries across multiple systems while contributing to onboarding and process improvements. Remote work is available.

Qualifications

• Post-Secondary Education, or 2+ years experience supporting an eCommerce platform.
• Fluency in English and French with strong communication skills (verbal, written, listening).
• Knowledge of transactional eCommerce best practices, B2B preferred.
• Plumbing/HVAC product knowledge is an asset.
• Experience in branch/sales operations related to order fulfillment.
• Technically savvy with Microsoft Office and technology platforms.
• Knowledge of AS400 and Wolseley Express is an asset.

Responsibilities

• Provide second-tier customer support for web-related inquiries via chat, email, or phone.
• Collaborate across teams and use multiple systems to resolve customer issues.
• Triage and troubleshoot Wolseley Express orders, backorders, and stock availability.
• Manage pending Wolseley Express registrations for external and internal users.
• Support strategic accounts with onboarding tasks and admin overflow.
• Deliver high-level customer service to resolve complaints and improve satisfaction.
• Develop Wolseley Express expertise to promote self-serve features.

Skills

Bilingual English/French

Customer Service

Communication

Troubleshooting

Typing 50 WPM

Education

Post-secondary education or 2+ years eCommerce support

Tools

AS400

Wolseley Express

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?

Wolseley Canada is the leading wholesale distributor of plumbing, HVAC/R, waterworks and industrial products in the country and working here means, a network of possibilities, a place you are valued and a higher standard.

Join the Pros!

WhyYou’llLove 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
• Competitiveretirement savings programincludingRRSP and Defined Contribution pension plan with employer matching up to 5.25%Day1
• Paid vacation, sick time, andpaidbirthday off
• Annual bonus and profit-sharing opportunities
• Employee discounts on leading plumbing, HVAC/R, and industrial products
• Education reimbursement and ongoingcareer developmentopportunities
• Employee referral programs and recognition initiatives

L’opportunité

Rejoignez l’équipe de Burlington ou de Laval en tant qu’agent du service client e-commerce, où vous aiderez les clients à tirer le meilleur parti de nos solutions en ligne. Vous offrirez un accompagnement exceptionnel, répondrez aux questions relatives au commerce en ligne et contribuerez à renforcer l’engagement envers Wolseley Express. Nous recherchons un professionnel à l’aise avec les technologies, orienté client, qui aime résoudre les problèmes et s’épanouit dans un environnement dynamique et collaboratif.

Ce que vous ferez :

• Assurer un service client de deuxième niveau via le chat en ligne, les e-mails et les appels téléphoniques pour les demandes liées au site web.
• Collaborer de manière transversale avec d’autres équipes et rechercher des informations dans divers systèmes et applications afin d’apporter une résolution rapide aux problèmes des clients.
• Trier et résoudre les problèmes des clients concernant les commandes Wolseley Express, les commandes en attente, la disponibilité des stocks, etc.
• Examiner, gérer et mettre à jour les inscriptions en attente sur Wolseley Express, pour tous les utilisateurs externes et internes.
• Apporter un soutien aux comptes stratégiques en prenant en charge les tâches administratives supplémentaires afin d’accélérer les processus d’intégration des clients, selon les besoins (par exemple : listes, codes-barres).
• Favoriser la satisfaction globale en offrant un service client de haut niveau pour résoudre les réclamations.
• Développer une expertise sur Wolseley Express afin de communiquer efficacement et de promouvoir les fonctionnalités en libre-service de la plateforme.
• Encourager de manière proactive les inscriptions et l’utilisation de Wolseley Express.
• Exploiter les rapports de Wolseley Express pour identifier les utilisateurs nouvellement inscrits et entrer en contact avec eux afin de leur proposer une aide à la prise en main et de transmettre toute demande aux équipes d’assistance sur le terrain.
• Répondre aux demandes envoyées via le formulaire de contact par e‑mail de Wolseley Express.
• Suivre et traiter, si nécessaire, les retours d’expérience concernant Wolseley Express recueillis via les enquêtes et formulaires Medallia.
• Mettre en place et tenir à jour un tableau de bord mensuel afin de fournir des analyses et de mettre en évidence les tendances concernant le volume, le type et la résolution des tickets.
• Collaborer avec le service national d’assistance client selon les besoins.
• Identifier et signaler aux équipes e-commerce et informatiques les problèmes techniques liés à l’expérience en ligne sur Wolseley Express.

Ce que vous apporterez :

• Formation postsecondaire ou au moins 2 ans d’expérience dans le soutien d’une plateforme de commerce électronique
• Maîtrise de l’anglais et du français, ainsi que d’excellentes compétences en communication et en relations interpersonnelles (expression orale, écriture et écoute)
• Connaissance des meilleures pratiques en matière de commerce électronique transactionnel, de préférence dans un environnement B2B
• Connaissance des produits de plomberie et de CVC, un atout
• Expérience préalable dans le domaine des opérations de succursale ou de vente, notamment en matière de traitement des commandes
• Compétences techniques ; maîtrise de Microsoft Office et des plateformes technologiques
• Connaissance du système AS400 et de Wolseley Express, un atout
• Sens aigu de l’organisation pour établir les priorités, mener plusieurs tâches de front et gérer son temps
• Engagement fort en faveur d’un service client d’exception
• Capacité avérée à travailler de manière autonome, mais aussi au sein d’une équipe collaborative
• Solides compétences en résolution de problèmes et en analyse
• Capacité à taper au moins 50 mots par minute

Modalités de Travail : Télétravail

Salaire de base : 52 000 $ à 55 000 $ + 5 % MIP

Nouveau poste : nouveau poste net

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The Opportunity

Join the Burlington or Laval team as an eCommerce Customer Support Agent, where you’ll help customers get the most out of our online solutions. You’ll provide exceptional support, troubleshoot eCommerce inquiries, and help drive engagement with Wolseley Express. We’re looking for a tech-savvy, customer-focused professional who enjoys problem-solving and thrives in a fast-paced, collaborative environment.

What you will do:

• Provide second-tier customer support via inbound web chat, email, phone inquiries for web-related inquiries.
• Collaborate cross-functionally with other teams and research information in multiple systems/applications, to provide timely resolution to customer issues.
• Triage/Troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, etc.
• Review, manage and maintain pending user registrations for Wolseley Express, for all external and internal users.
• Support Strategic Accounts with administrative overflow tasks to expedite customer onboarding plans, as needed (ie. Lists, Barcoding).
• 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.
• Proactively drive registrations and utilization of Wolseley Express.
• Leverage Wolseley Express reporting to identify and connect with newly-registered users to offer onboarding assistance and pass any requests to field support teams.
• Respond to inquiries submitted through the Wolseley Express Contact Us Email Form.
• Monitor and action Wolseley Express related feedback collected through Medallia surveys and forms, as needed.
• Establish and maintain monthly reporting dashboard to provide insights and trends regarding ticket volume, type and resolution.
• Collaborate with National Customer Support as required.
• Identify and communicate technical issues pertaining to Wolseley Express online experience to eBusiness and IT.

What you will bring:

• Post-Secondary Education, or 2+ years experience supporting an eCommerce platform
• Fluency in both English and French with superior communication and interpersonal skills (verbal, written and listening)
• Knowledge of transactional eCommerce best practices, in a B2B environment preferred
• Plumbing/HVAC product knowledge, an asset
• Previous branch/sales operations knowledge, with regard to order fulfillment
• Technically savvy; proficient with Microsoft Office and technology platforms
• Knowledge of AS400 system and Wolseley Express, an asset
• Highly organized in prioritizing work, multi-tasking and time management
• High level of commitment to exceptional customer service
• Demonstrated ability to work independently, as well as in a collaborative team-based environment
• Strong problem solving and analytical skills
• Ability to type at least 50 WPM

Work Arrangement: Remote

Base Salary: $52,000 to $55,000 + 5% MIP

New Position: Net New Role

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.

Ready to Shape the Future?

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

Where a salary range is posted, the total compensation range posted for this rolerepresentsthe 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,skillsand qualifications relevant to the role.

Benefitseligibility varies based on employment status and contract length. Full-time permanent positions are eligible for the full benefits package. Fixed-term contract positions may be eligible forhealth and dentalbenefits depending on the terms of the position. Short-term contract positions are not eligible for company-sponsored benefits.

This position requires the result of a satisfactory criminal record check. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position.