Temps plein Représentant du service à la clientèle​/Customer Service Representative

Présentation de l’entreprise

Turning Point Brands Canada a été fondée en 2017 par une équipe de direction possédant plus de 30 ans d’expérience dans le marketing, la distribution, la gestion de marque et la stratégie de prix dans des industries fortement réglementées : cannabis, tabac et vaping.

We are seeking a Customer Service Representative to join our team. Le candidat idéal aura une forte orientation client, d’excellentes compétences en communication et une capacité avérée à gérer efficacement plusieurs canaux de communication.

• D2C Customer Support
  
  • Monitor and manage D2C brand inboxes daily
  
  • Respond to customer inquiries via email and telephone, ensuring prompt and professional communication
  
  • Process and resolve customer issues including return requests, warranty claims, and general product or order inquiries
  
  • Document all interactions and resolutions in internal reporting systems
• B2B Customer Support
  
  • Respond to and resolve B2B customer inquiries via email and telephone
  
  • Investigate and address reports of damaged, missing, delayed, or mis-delivered shipments
  
  • Coordinate with logistics and warehouse teams to ensure timely and accurate resolutions
  
  • Maintain detailed records of each case in internal tracking and reporting boards
• Internal Reporting & Collaboration
  
  • Record customer interactions and outcomes accurately in internal boards or CRM tools
  
  • Identify and elevate recurring issues or potential process improvements
  
  • Collaborate closely with fulfillment, logistics, and sales teams to ensure seamless customer experiences

• Minimum 1–2 years of experience in customer service, ideally in an e‑commerce or wholesale environment
• Strong written and verbal communication skills
• Proficient with email communication tools and customer support systems (experience with Shopify, NAV, or Google Workspace considered an asset)
• Excellent attention to detail and problem‑solving skills
• Ability to multitask and manage priorities in a fast‑paced environment
• Proficiency in English and French is required in order to communicate effectively with customers and partners located both within and outside Quebec, ensuring accurate and timely service

Entry level – Full‑time – Other – Internet Publishing – 39 mThf
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