Job Summary
The Customer Service Representative is the frontline voice of our DIY Court Canada and DIY Court USA divisions. This role supports homeowners, contractors, schools, municipalities, and repeat trade customers by providing clear, timely, and accurate communication regarding orders, product information, shipping timelines, and after‑sales support. The ideal candidate is organized, proactive, and confident managing a high volume of inquiries across multiple channels.
Key Responsibilities
Customer Communication
- Respond to customer inquiries via email, phone, chat, and social channels with professionalism and clarity.
Order Management
- Process orders accurately through Shopify and internal systems (Trello).Communicate order status updates, shipping timelines, tracking information, and backorder notifications.
- Coordinate with warehouse and logistics partners to ensure timely fulfillment across Canada and the U.S.
Issue Resolution
- Troubleshoot order discrepancies, damaged shipments, missing items, or delivery delays.
- Escalate complex issues to the Operations or Sales teams when needed.
- Maintain a solutions‑oriented mindset to ensure customer satisfaction.
Contractor & Trade Support
- Provide documentation such as spec sheets, installation guides, and MSDS files.
- Support repeat trade accounts with consistent communication and follow‑through.
Internal Coordination
- Work closely with the DIY Court Canada & USA Sales teams, Operations, and Warehouse staff.
- Flag recurring customer issues or product questions to leadership for process improvement.
- Maintain accurate customer records and communication logs.
Required Skills & Experience
- 2+ years in customer service, order support, or e‑commerce communication.
- Strong written and verbal communication skills.
- Ability to manage multiple conversations and tasks simultaneously.
- Experience with Shopify, CRM tools, or order management systems (preferred).
- Familiarity with construction, coatings, or sports surfacing products (asset but not required).
- High attention to detail and comfort working in a fast‑paced environment.
Personal Attributes
- Warm, patient, and customer‑focused.
- Highly organized with strong follow‑through.
- Comfortable learning technical product details.
- Thrives in a collaborative, cross‑border team environment.
- Takes ownership of customer outcomes.
Success in This Role Looks Like
- Fast, accurate responses to customer inquiries.
- Clear communication that reduces confusion and increases customer confidence.
- Smooth order flow with minimal errors.
- Positive feedback from customers, contractors, and internal teams.
- A consistent, professional brand voice for both DIY Court Canada and DIY Court USA.
Pay: $22.50 per hour
Benefits:
- Casual dress
- On-site parking
Work Location: In person
