About Atlas Tools and MachineryAtlas Tools and Machinery is a proud,family-owned Canadian business, now in its third generation and dedicated to delivering exceptional customer experiences since 1954. As a trusted provider of industrial supplies, we take pride in being experts in our field and offering high-quality products at competitive prices. We are dedicated to ensuring our tradespeople have the tools and service they need to help build and shape the infrastructure of our local communities.
At Atlas, we value your enthusiasm, creativity, and entrepreneurial spirit. Our culture is focused on collaboration, respect, innovation, and a shared dedication to driving success. We are committed to creating a supportive and growth-oriented workplace where you will continue to learn, grow, and build a career that is both challenging and rewarding.
Role Overview:
A Customer Experience and Success Associate is responsible for providing assistance/support to customers regarding online orders and occasionally general/in-store inquiries. A Customer Experience Associate is a support specialist and sales professional who has an unwavering commitment to finding solutions for customers and delivering the Atlas Experience. Customer Experience Associate reports to the Customer Experience & Success Manager.A CXA has a “learn each day” mindset and is always looking for better ways to support our customers and associates. Most importantly, a CXA cares about people and will do anything they can to deliver the Atlas Experience to our customers.Key Responsibilities:• Reaching out to customers regarding no stocks, partial shipments, freight quotes, upcoming sales, discontinued items, unclaimed parcels, etc.• Replying to customers via email (cases) or by phone with regards to the above, in addition to return requests, errant shipments (wrong item received/ordered), courier issues (delayed, lost, damaged, not received, late), warranty request/issues (within warranty, outside of warranty), defective issues, general product inquiries, special order requests, promotion inquiries, shipping questions, international order questions, payment options, cancellation request, requests to revise orders, back order cancellations, gift card issues, taking pre-orders.• Coordinate Diamondback (DBT) warranty claims.
• Create RMA’s for returns and once received, follow up with a refund.
• Reconcile all NetSuite transactions against Versa Pay transactions daily
• Manage a large volume of customer calls, emails, and tickets (customer and internal), and reply to voicemails.
• Escalate any unresolved issues to the manager.
• Ensure that customer inquiries and requests are addressed in a timely and professional manner, maintaining a positive customer relationship.
• Reply/update NetSuite Cases.
• Retrieve shipping quotes.
• Collaborate with the web and purchasing team regarding any issues related to pictures/listings, pricing, etc.
• Reach out to a vendor for assistance, when necessary, e.g. missing parts, item arrived damaged (not courier related).
• Process Canada-Post Refunds for late parcels - along with courier claims when required.
• Price adjustment processing.
• Look up RMS transactions upon customer request.
• Maintain broad knowledge of all products and promotions.
• Identify and implement continuous change initiatives and new processes to improve customer support.
• Provide assistance/support to customers regarding all aspects of online orders (not limited to the responsibilities mentioned above) Required Skills / Abilities• Be a first-class example when representing the company to customers and all staff.
• Excellent communication and interpersonal skills, including the ability to quickly build rapport with colleagues, customers, and suppliers.
• Detail-oriented and highly observant.
• Proven ability to work effectively as part of a team or independently.
• Ability to work in a fast-paced environment by demonstrating flexibility and adapting to last-minute changes.
• Ability to prioritise tasks accordingly and process multiple tasks simultaneously.
• Ability to stay positive and calm in high-stress situations while de-escalating.
• Accuracy and strong attention to detail.
• Good problem-solving skills.
• Self-directed and able to navigate in ambiguous situations.
• Effective organisational and time management skills
• Reliability, dependability, and punctuality in the execution of duties and responsibilities.
• DCS / DEC (preferred)
• Experience working in a Call centre or Customer service environment for 2 years At Atlas, we are committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Atlas is an equal opportunity employer that considers applicants without regard to age, race, colour, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, or any other protected status. We conduct our business with the highest ethical standards. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and our AODA policy, a request for accommodation will be accepted as part of the hiring process. If you are an individual who has a disability that requires accommodation to apply, please send an email with your accommodation needs to the lead recruiter in this process.
