Who are we?
At Canada Welding Supply, we are a leading source for welding equipment, supplies and apparel in Canada. With a wide selection of products from top brands, we cater to the needs of professional welders, hobbyists, and DIY enthusiasts. We pride ourselves on providing exceptional customer service and product education.
We're more than just a supplier – we're a growing team of passionate individuals dedicated to fueling the future of welding in Canada. We value and prioritize customer centricity, innovation, teamwork and respect in our workplace.
If these values resonate with you, keep reading!
About the Role:
We are seeking an E-commerce Support Representative to join our team on a 12-month full-time contract to provide coverage during a maternity leave. In this role, you'll be the primary point of contact for our customers, handling a wide variety of inquiries across multiple channels, including email, phone, and chat.
Your main focus will be to provide prompt, accurate, and empathetic support, taking full ownership of customer issues from start to finish. You'll investigate order and shipping problems, coordinate with internal teams and external partners to find solutions, and confidently manage complex situations while maintaining a high level of detail and professionalism.
This role is for someone who is not only a problem solver but also a strong communicator who can balance company policies with the best interests of the customer. You'll be responsible for proactively identifying areas for improvement, collaborating with your team, and effectively using a variety of business platforms to ensure a seamless customer experience. Your ability to stay calm under pressure and manage multiple tasks efficiently will be key to your success.
This position reports directly to the E-Commerce Support Manager.
Contract Details: This is a full-time, 12-month contract providing coverage during a maternity leave.
As a growing business, there is the potential for the contract to be extended or, depending on business needs and individual performance, for future permanent opportunities to become available. While a permanent position cannot be guaranteed, we encourage candidates who are excited to grow with our team to apply.
Work Location: This role begins as a full-time on-site position to ensure you have the best possible training and support from your team. After successfully completing your probationary period, there may be an opportunity to transition to a hybrid work schedule. Hours: 8:30am to 5pm Monday to Friday.
Key Responsibilities:
Handle a wide range of customer requests, including order status updates, lead time inquiries, returns, warranties, and order edits across multiple channels (email, phone, chat), aiming for prompt same-day resolution in line with team standards.
Investigate order or shipping issues and coordinate clearly with internal teams and external couriers/suppliers to ensure timely resolution.
Manage complex or challenging customer issues confidently and professionally, maintaining attention to detail and full follow-through from first contact to resolution with updates.
Take ownership of customer cases, providing clear and proactive communication throughout the process.
Identify, report, and document process inefficiencies or recurring issues to contribute to continuous improvement and internal visibility.
Collaborate actively within the team by sharing insights, asking questions, and supporting colleagues when needed.
Learn, adapt to, and efficiently use evolving business platforms and tools (e.g., NetSuite, Shopify, Gorgias) and common office software (Google Workspace).
Perform basic calculations related to refunds, discounts, and order adjustments to ensure accuracy and fairness in customer resolutions.
Maintain patience and professionalism during challenging or high-pressure customer interactions.
Demonstrate empathy and a customer advocacy mindset, balancing company policies with customer needs.
Prioritize and manage multiple tasks and customer inquiries effectively using strong time management skills.
Responsibilities include other duties as assigned by the E-Commerce Support Manager.
Qualifications:
1–2 years of customer-facing or professional experience (e.g., retail, hospitality, administration)
Strong written and verbal communication, with the ability to adapt tone and language appropriately based on the situation and customer’s experience
Confident navigating new technologies and learning new systems quickly
Excellent attention to detail, with a high standard of accuracy in customer communication and internal documentation
Highly organized and efficient in managing daily tasks and meeting deadlines with minimal oversight
Curious, self-motivated, and proactive in solving problems and identifying root causes
Comfortable working both independently and collaboratively across departments
Nice to Haves:
Experience with e-commerce platforms (e.g., Shopify) or support software (e.g., Gorgias, Zendesk, HubSpot)
Exposure to technical, industrial, e-commerce, or warehousing environments
Experience handling customer inquiries across multiple channels (email, phone, chat)
French language proficiency (written and/or spoken)
What We Offer:
Opportunities to Grow
Casual Dress Code
Comprehensive Health Benefits
Group Retirement Saving Plan (Matched by Company)
Paid Wellness Days & Birthday Day Off
We recognize the importance of a diverse workforce and are dedicated to ensuring equal opportunities for all candidates. As part of our recruitment process, we provide accommodations for individuals with disabilities or other needs, in accordance with the duty to accommodate. If you require any adjustments during the application, interview, or selection process, please let us know, and we will work with you to ensure a fair and accessible experience.