Customer Service Representative

Customer Service Representative About Us Wheelwiz is a Canadian online retailer proudly serving Canada’s wheel and tire needs since 2016. With over 40 years of combined experience, our team ensures customers find the perfect fit and style for their vehicle, while always prioritizing safety and comfort. We pair industry-leading fitment data with expert review on every single order.

We are a tight-knit team, deeply passionate about the automotive world and care about the customers we serve. Every team member has a direct impact on the experience we deliver, and we hold ourselves to a high standard; it’s how we distinguish ourselves from our competitors. Joining our team means becoming part of a company where your expertise matters, your voice is heard, and your work directly shapes the customer's journey every day.

The Role Reporting to the Director of Sales, the Customer Service Representative is a key part of how Wheelwiz shows up for its customers every day. You will be the first point of contact across email, live chat, and phone, helping customers navigate orders, resolve issues, and get the information they need quickly and professionally. Who You Are You’re a people person who takes their work seriously and stays calm when things get hectic.

You treat every customer interaction as an opportunity to leave a good impression. An interest in the automotive world is a plus, but your reliability and communication skills are what matter most. You communicate confidently in French and English, stay organized under pressure, and genuinely enjoy helping people get what they need.

Dependable with a good sense of judgement, you’re the kind of person our team can count on to represent our company. Key Responsibilities Customer Support Promptly assist customers across email, live chat, and phone with inquiries about order status, shipping delays, and product information. Resolve customer complaints and issues in a professional manner.

Coordinate returns, exchanges, and refunds in collaboration with vendors and the internal team. Assist customers with price match requests by creating quotes. Provide customers with timely shipping and tracking updates.

Maintain detailed records of customer interactions, transactions, and inquiries. Order Management & Logistics Monitor open orders and proactively communicate updates or delays to customers. Submit and follow up on insurance claims with courier companies.

Collaborate with different departments to address customer needs and improve the overall experience. Escalate unresolved issues promptly and follow through to resolution. Verify supplier invoices to ensure pricing is accurate and we maintain healthy profit margins.

Support the team with additional order processing and administrative tasks as needed. Vendor & Carrier Coordination Coordinate with vendors on returns, replacements, and order discrepancies. Liaise with courier companies to track shipments and resolve delivery issues.

Communicate clearly and professionally with external partners on behalf of the customer. Keep accurate records of vendor interactions and claim statuses. Product & Company Knowledge Develop a working knowledge of our wheel and tire product catalog to better assist customers.

Stay informed on new product arrivals, promotions, and policy changes. Use product knowledge to answer basic customer questions and set accurate expectations. Escalate technical fitment questions to the appropriate team member when needed.

Administrative & Team Support Maintain a clean, accurate, and up-to-date order management system. Pitch in on daily team tasks as needed. Your Profile 1–3 years of experience in customer service or a similar role.

Fluent in both French and English, written and verbal. Excellent written and verbal communication skills. High school diploma or equivalent required.

Exceptional organizational skills and strong attention to detail. Experience in customer support/order desk is considered an asset. Interest in the automotive sector is an asset.

Location & Schedule This is a full-time, in-person role, Monday to Friday. Occasional weekend shifts working from home. Our office is located in the West Island of Montreal (Dollard-des-Ormeaux).

Candidates must be able to commute to this location. Ample on-site parking. What We Offer A tight-knit, passionate team where your contribution is visible and your expertise is genuinely valued.

Comprehensive benefits package including dental, extended health, disability insurance, life insurance, and RRSP matching. Competitive base salary with overtime pay and potential bonuses. The chance to grow with a company that has been building something real since 2016 and is just getting started.