Customer Care Agent

Who We Are

At Grand & Toy, we're more than just a supplier - we're a trusted partner to businesses across Canada. With over a century of experience, we've built a legacy of delivering innovative solutions in office supplies, furniture, technology, cleaning products, and facility management. We strive to empower organizations by simplifying procurement, streamlining operations, and providing tailored solutions that drive success. We pride ourselves on exceptional service, sustainable practices, and creating value for businesses of all sizes.

As a leader in the industry, we're committed to fostering strong relationships, reducing costs, and helping our clients build smarter workplaces. Internally, that means building strong, respectful relationships with our people and our partners, too.

About The Role

As a Customer Care Agent at Grand & Toy, you’ll be a key voice for our business customers across Canada, ensuring every interaction is professional, accurate, and easy.

You’ll work within a hybrid support model (Canadian‑based and offshore teams), handling a mix of order inquiries, returns, delivery issues, and product questions across phone, email, and chat.

Reporting to the Manager of Customer Care, you’ll play a critical role in delighting our customers, supporting account growth, and reinforcing our reputation for exceptional service, while helping us continuously elevate how we serve our customers.

Key Responsibilities

• Support customers & resolve issues - Respond to customer inquiries across phone, email, and chat, providing accurate information and resolving issues while delivering a professional, positive experience.
• Manage orders & transactions - Process orders, changes, returns, and related transactions with a high level of accuracy, proactively monitoring status and communicating updates as needed.
• Be a trusted customer partner - Build strong relationships by offering timely, knowledgeable, and solution‑oriented support that drives customer satisfaction and loyalty.
• Collaborate to get things done - Work closely with Sales, Supply Chain, Operations, Pricing, Merchandising, Inventory Management and offshore teams to resolve service issues and ensure a seamless customer experience.
• Drive continuous improvement - Share customer feedback and recurring issues, and stay current on products, services, and systems to help improve our processes and overall customer experience.

Who You Are

• Fully Bilingual - Able to provide excellent customer care fluently in both English and French
• Customer‑First Mindset - You genuinely care about solving problems and creating a great experience for customers, even when situations are challenging or complex.
• Strong Communicator - You’re clear, professional, and confident in your written and verbal communication, and comfortable supporting customers over phone, email, and chat.
• Detail‑Oriented & Accurate - You work carefully within systems and processes, with a strong focus on accuracy when entering orders, processing returns, and documenting interactions.
• Problem Solver - You use sound judgment to assess situations, ask good questions, and identify practical solutions that balance customer needs and business realities.
• Collaborative Team Player - You build positive working relationships with teammates and cross‑functional partners, and you’re comfortable working in a hybrid onshore/offshore environment.
• Adaptable & Curious - You’re comfortable working in a fast‑paced environment, learning new systems, and adapting as customer needs and priorities evolve.

What Grand & Toy Offers

At Grand & Toy, we're committed to helping you thrive, professionally, financially, and personally. As part of our team, you'll enjoy a rewarding career with strong support and meaningful opportunities to grow.

Here’s What Grand & Toy Offers

• Competitive Compensation - With a hiring range btween $45,000 - $55,000 reflecting your skills and experience, with future growth potential.
• Comprehensive Benefits Package - Health, dental, vision, and wellness programs to support you and your family.
• Retirement Savings Support - Matching RRSP contributions through a flexible retirement savings plan.
• Learning & Development - Access to tuition reimbursement, training, tools, and resources to help you build your skills and advance your career.
• Career Advancement - Opportunities for growth and promotion within a proudly Canadian company.
• Exclusive Perks - Associate and corporate discounts, plus rewards programs in eligible roles.

Ready to Apply?

Join Grand & Toy as a Customer Care Agent and help us deliver an exceptional experience to businesses across Canada, while building a career with a company that values your skills, supports your growth, and recognizes your impact.

We are committed to providing accommodations for persons with disabilities. If you require accommodation during the recruitment process or in the workplace, we will work with you to meet your needs.

Our recruitment team uses AI tools to help source candidates, but all screening and selection decisions are made by humans. Only those selected for an interview will be contacted.