Provide and maintain a positive customer experience through timely response to customer contact inquiries and dispatch support. Support reporting needs for the company, launch project coordination and National customer operations support. Other miscellaneous duties as assigned by leadership.
Key Responsibilities Following are some of the key areas of responsibilities:
Customer Support 80%
Enter order processing information quickly and accurately
Answer & case all customer calls promptly and professionally
Complete all inquiries regarding track and trace requests and communicate status to customers
Maintain excellent working knowledge of clients' products and services
Provie accurate service and pricing information
Responsible for the coordination of customer service requests; to warehouse, client support, customer & carriers
Answers inbound calls, emails, or chats to address questions about products, services, and/or policies
Troubleshoot problems, manage complaints, and de-escalate dissatisfied customers, aiming for first-call resolution
Provide leadership with information on escalations, service failures, and problems
Assist with transaction management processes including credit card payment processing, refunds, and return
Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high-volume production environment
Work collaboratively with the Client Support team to ensure customer concerns are escalated in a timely manner.
Acts as a back up to other team members as necessary
Regular punctual attendance and adherence to schedules




Participate in Quality Audits; support and maintain corporate quality standards, policies, practices and work instructions
Account Management 20%
Educate customers with accurate information regarding products, service features, terms, and promotional campaigns
Identify opportunities for recent services or product enhancements and communicate this with leadership
Creates, maintains, and distributes key reports as requested for assigned National Customers, Business Partners and internal departments
Assist with new account setup and maintenance of client accounts
Assist with account cross training
Other duties as assigned
Skills & Qualifications High School Diploma or GED
Some college hours are desired
Minimum 2-3 years CX and/or dispatch experience
Excellent interpersonal & communication skills
Typing speed of 50+ wpm
Knowledge of North America markets and terrain
Equal Employment Opportunity In its recruiting and search practices, HRforGrowth does not discriminate on the basis of race, color, religion, national origin, age, marital status, physical or mental disability, sex, sexual orientation, gender, or gender identity, and welcomes applications from all qualified individuals. HRforGrowth evaluates and presents candidates to its clients without regard to any protected characteristic.
HRforGrowth endeavors to advise the hiring organization to comply with all applicable federal, state, and local equal employment opportunity laws - including those enforced by the U.S. Equal Employment Opportunity Commission (EEOC) - in its hiring decisions, terms of employment, and workplace practices.

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📌 Customer Experience Advocate (Ontario)
🏢 Archway Canada
📍 Ontario