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    Bilingual eCommerce Customer Support - Québec City, Canada - Wolseley Canada Inc.

    Wolseley Canada Inc.
    Wolseley Canada Inc. Québec City, Canada

    Found in: Talent CA C2 - 1 day ago

    Default job background
    Full time
    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

    Le poste de support client eCommerce se concentre sur l'assistance aux clients de Wolseley Express par le biais du chat en ligne, par téléphone, par couriel et par le formulaire contact-nous. Il s'agit d'un rôle essentiel, qui facilite l'établissement de relations solides avec les clients et qui fait partie intégrante d'une expérience client exceptionnelle. Le titulaire de ce poste travaillera en étroite collaboration avec le réseau des succursales, le support informatique et le support des solutions de eCommerce électronique pour traiter et résoudre les questions des clients concernant les problèmes en ligne, les commandes en ligne, les questions sur les produits, etc.

    Quels sont les avantages pour vous :

  • Horaires de travail réguliers du lundi au vendredi
  • Des avantages sociaux complets avec des primes entièrement payées par l'entreprise pour le package "Core" à partir du premier jour d'emploi.
  • Développement de carrière et opportunités de formation
  • Assurance vie, invalidité et programme de bien-être
  • Programmes d'épargne-retraite comprenant un REER et un régime de retraite à cotisations définies avec une contribution de l'employeur allant jusqu'à 5,25 %.
  • Congés payés et congés de maladie, ainsi qu'un jour de congé le jour de votre anniversaire
  • Programmes de primes qui comprennent une participation annuelle aux résultats et aux bénéfices
  • Remises accordées aux employés sur les grandes marques de produits de plomberie et de CVAC/R
  • Remboursement des études pour les employés
  • Programme de recommandation des employés
  • Remboursement des chaussures de sécurité

    • Ce que vous ferez :

  • Fournir une assistance à la clientèle de deuxième niveau par le biais de notre chat en ligne, par courriels, par téléphone pour les questions liées au site web, ainsi que par des appels téléphoniques et des messages vocaux provenant de la ligne générale du service à la clientèle.
  • Collaborer avec d'autres équipes et rechercher des informations dans plusieurs systèmes/applications afin de résoudre rapidement les problèmes des clients.
  • Triage des préoccupations des clients concernant les commandes Wolseley Express, les commandes en attente, la disponibilité des stocks, etc.
  • Examiner, gérer et maintenir les enregistrements d'utilisateurs en attente pour Wolseley Express, pour tous les utilisateurs externes et internes.
  • Vous êtes en charge de la mise en place et de la gestion du système d'information de l'entreprise, de l'organisation et de la gestion des ressources humaines.
  • Stimuler la satisfaction générale en fournissant un service a la clientèle de haut niveau pour résoudre les réclamations.
  • Développer l'expertise Wolseley Express pour communiquer efficacement et promouvoir les capacités de libre-service de la plateforme.
  • Vous êtes en charge de l'enregistrement et de l'utilisation de Wolseley Express de manière proactive.
  • Exploiter les rapports de Wolseley Express pour identifier et contacter les utilisateurs nouvellement inscrits afin de leur offrir une aide à l'intégration et de transmettre toute demande aux équipes d'assistance sur le terrain.
  • Répondre aux demandes soumises par le biais du formulaire de contact-nous de Wolseley Express.
  • Contrôler et donner suite aux commentaires relatifs à Wolseley Express recueillis par le biais d'enquêtes et de formulaires Medallia, le cas échéant.
  • Établir et maintenir un tableau de bord mensuel pour fournir des informations et des tendances concernant le volume, le type et la résolution des problèmes.
  • Collaborer avec le service national d'assistance à la clientèle si nécessaire.
  • Identifier et communiquer les problèmes techniques relatifs à l'expérience en ligne de Wolseley Express à l'eBusiness et à l'IT.

    • Ce que vous apporterez :

  • Formation postsecondaire ou 2 ans d'expérience ou plus dans le soutien d'une plateforme de commerce électronique.
  • Connaissance des meilleures pratiques du commerce électronique transactionnel, dans un environnement B2B de préférence
  • Connaissance des produits de plomberie et de CVAC, un atout
  • Connaissance préalable des opérations de vente et de succursale, en ce qui concerne l'exécution des commandes.
  • Connaissance de la technologie ; maîtrise de Microsoft Office et des plates-formes technologiques.
  • Connaissance du système AS400 et de Wolseley Express, un atout
  • Connaissance/expérience de Salesforce, un atout
  • Très organisé(e) dans la priorisation du travail, la gestion multi-tâches et la gestion du temps.
  • Haut niveau d'engagement en faveur d'un service à la clientèle exceptionnel
  • Capacité de travailler de manière indépendante, ainsi que dans un environnement collaboratif basé sur le travail d'équipe.
  • Solides compétences en matière de résolution de problèmes et d'analyse.
  • Capacité à taper au moins 50 mots par minute
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