Order Management & Customer Service Representative

About us:

Best Access Doors is a growing e-commerce company based out of Ancaster, Ontario and we are a leading provider of in stock and custom Access Doors, Floor Hatches and Roof Hatches to contractors across North America for the last 15 Years. Through the use of innovative digital tools, our products are delivered to our customers as quickly and efficiently as possible, earning us a reputation for quality products and exceptional service.

We operate several websites and our products are listed in all the top marketplaces supported by warehouses across the USA and Canada. We pride ourselves on being a cohesive company that understands the value that each of our team members lends and we believe in investing in our employees every step of the way creating room for opportunity and growth.

What we are looking for:

We are looking for an Order Management & Customer Service Representative to join our growing team.

This role is designed to build a strong operational foundation by first learning our Order Management processes before progressing into Customer Service. You will gain an in-depth understanding of our vendors, products, order lifecycle, shipping processes, and ecommerce operations to become an expert in how orders flow from purchase through delivery and beyond.

As you develop, you will transition into handling post-shipment customer concerns, requiring strong investigative, analytical, and problem-solving skills to resolve complex issues while balancing customer satisfaction and business profitability.

This is a fast-paced, highly collaborative role requiring exceptional organization, attention to detail, prioritization, and the ability to manage multiple communication channels simultaneously, including phone, chat, and email.

If you enjoy solving problems, working with data, communicating with customers and vendors, and continuously improving operational efficiency, we'd love to hear from you.

Responsibilities

• Verify and confirm customer orders, ensuring vendor acknowledgements match purchase orders and customer requirements.
• Review pricing, product specifications, dimensions, fire ratings, materials, quantities, shipping methods, and special instructions for accuracy.
• Process additional services including lift gate requests, expedited shipping, address changes, and other order modifications.
• Monitor vendor production and shipment timelines to obtain Estimated Ship Dates (ESDs) and proactively communicate updates to customers.
• Follow up with vendors to obtain tracking information and ensure timely shipment visibility.
• Serve as the primary liaison between customers and vendors for all pre-shipment inquiries, including:
• Order status
• Delays
• Order modifications
• Cancellations
• Shipping questions
• Invoice requests
• Coordinate vendor communications regarding shipping requirements, tax documentation, customer information, and delivery instructions.
• Manage vendor follow-ups to ensure service level expectations are met.
• Investigate and resolve post-shipment customer concerns including:
• Damaged shipments
• Defective products
• Missing items
• Lost shipments
• Returns
• Warranty claims
• Replacement / Refund requests
• Analyze customer-submitted documentation (photos, shipping records, carrier information, vendor feedback) to accurately determine the root cause of an issue.
• Differentiate between damage, manufacturing defects, shipping issues, installation concerns, and customer error to ensure the appropriate resolution is provided.
• Prepare replacement, refund, or credit recommendations based on company policies, vendor agreements, and profitability analysis.
• Escalate complex cases with clear documentation and supporting evidence.
• Build strong working relationships with vendors while advocating for the best possible customer outcome.
• Meet or exceed Service Level Agreements (SLAs) across phone, email, and chat channels.
• Handle multiple customer interactions simultaneously while maintaining accuracy and professionalism. (Calls approx. 30-60 weekly; 2-4 chats daily; and 100+ emails)
• Prioritize work effectively based on urgency, customer impact, and operational requirements.
• Contribute ideas that improve efficiency, accuracy, and the…