eCommerce Customer Support Agent

. Provide second-tier customer support via inbound web chat, email, and phone inquiries for web-related inquiries .

Posted 10/15/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$52,000 - CA$55,000 per yearWebsite

Key responsibilities & impact

Provide second-tier customer support via inbound web chat, email, and 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 and troubleshoot customer concerns regarding Wolseley Express orders, backorders, inventory availability, and related issues
Review, manage, and maintain pending user registrations for Wolseley Express for external and internal users
Support Strategic Accounts with administrative overflow tasks to expedite customer onboarding plans, such as lists and barcoding
Resolve complaints and drive overall customer satisfaction
Develop Wolseley Express expertise and promote self-serve capabilities
Proactively drive Wolseley Express registrations and utilization
Identify newly registered users through reporting, provide onboarding assistance, and refer requests to field support teams
Respond to inquiries submitted through the Wolseley Express Contact Us email form
Monitor and action Wolseley Express feedback collected through Medallia surveys and forms
Establish and maintain a monthly reporting dashboard covering ticket volume, type, and resolution
Collaborate with National Customer Support as required
Identify and communicate technical issues related to the Wolseley Express online experience to eBusiness and IT

What you’ll need

Post-Secondary Education, or 2+ years experience supporting an eCommerce platform
Fluency in both English and French
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
Satisfactory criminal record check required

Comp & perks

Safety-focused and inclusive workplace culture
Comprehensive benefits with premiums fully paid for by the company for the “Core” package starting day 1
Competitive retirement savings program including RRSP and Defined Contribution pension plan with employer matching up to 5.25% Day 1
Paid vacation, sick time, and paid birthday off
Annual bonus and profit-sharing opportunities
Employee discounts on leading plumbing, HVAC/R, and industrial products
Education reimbursement and ongoing career development opportunities
Employee referral programs and recognition initiatives
Health and dental benefits may be available for fixed-term contract positions, depending on the terms of the position
Inclusive, barrier-free recruitment process with accommodation available on request