Customer Care Associate/Inside Sales

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Backyard Brands, a Canadian-owned industry leader in innovative pool and hot tub chemical solutions, is seeking a detail-oriented and highly organized Customer Care Associate/Inside Sales to join our growing team. With a strong commitment to excellence in both work quality and customer service, we offer a dynamic environment where employees can expand their skills and contribute to a growing business.

This role is critical to delivering an exceptional customer experience while supporting sales, marketing, and operational functions. The ideal candidate is customer-focused, detail-oriented, and eager to learn our products and processes. In addition to core customer service duties, this role will support product education, sales campaigns, and account management activities.

Bilingual (French/English) is a strong asset but not a requirement.

Key Responsibilities:

Customer Service & Client Experience

• Responds promptly and professionally to customer inquiries via phone, email, and web-based platforms
• Processes customer orders with accuracy, confirming pricing, availability, payment terms, and delivery timelines
• Manages customer accounts by providing timely updates, resolving disputes, issuing credits, and processing returns
• Ensures high levels of customer satisfaction by delivering a smooth, consistent service experience
• Tracks and reports on order fulfillment progress and proactively follows up with customers as needed
• Liaises with logistics, production, and shipping teams to confirm order status and resolves delivery concerns
• Efficiently maintains and updates customer records, ensuring accuracy and data integrity

Product Knowledge & Support

• Acquires and maintains in-depth knowledge of our product lines and target customer needs.
• Provides guidance to customers on product selection, usage, care, and compatibility.
• Supports onboarding of new customers by walking them through product features, order processes, and support options
• Assists with the development and delivery of customer-facing webinars, product demos, and virtual training sessions
• Tracks and documents recurring product issues and collaborates with product teams to improve customer communications and education as needed.

Sales Enablement & Account Management

• Identifies upselling and cross-selling opportunities during customer interactions and routes leads to the sales team as appropriate.
• Assists with quote creation, order revisions, and pricing validation.
• Tracks and follows up on leads from marketing campaigns and customer outreach initiatives
• Coordinates customer touchpoints for re-engagement, product launches, and promotional offers
• Partners with outside sales and marketing teams to align customer messaging and ensure continuity in service and branding

Campaign & Event Support

• Participates in the execution of product launches, promotions, and customer education events
• Collaborates with the marketing team to ensure accurate customer segmentation and campaign targeting
• Helps prepare customer communications, promotional materials, and post-event summaries
• Attends trade shows or virtual events as a support representative when needed

Process Improvement & Collaboration

• Provides feedback to improve customer-facing documentation, SOPs, and digital resources
• Participates in internal meetings and planning sessions, sharing insights from customer interactions
• Monitors service performance metrics and recommend opportunities for process optimization
• Supports departmental initiatives related to system enhancements, customer journey mapping, or training updates

Qualifications:

• Bilingual in English and French a strong asset
• 1–3 years of experience in customer service, sales support, or order management
• Proficiency with AI platforms like ChatGPT, Notebook and Perplexity and asset
• Excellent communication and interpersonal skills, with a strong customer-first mindset
• High attention to detail with the ability to manage competing tasks and timelines
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and CRM/ERP platforms
• Comfort learning technical product details and explaining them clearly to customers
• Strong team player with a positive, solutions-oriented approach
• Background in B2B service, product distribution, or technical support an asset

Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Application question(s):

• Are you fully bilingual in English and French (spoken and written)?
• Are you able to work on-site in our Pickering office on a full-time basis?
• What are your salary expectations for this role (annual base salary, CAN)?
• Are you legally authorized to work in Canada in a permanent status?
• Do you currently live within a 30-minute commute of Pickering, Ontario?

Experience:

• Customer Service/Inside Sales: 2 years (preferred)

Work Location: In person