Account Support Representative

Salary Range: $40,000 - 45,000

Position: Account Support Representative

Location: Markham, Ontario (4 days in the office)

Do you believe that a company’s success depends on its people? If so, PSI is the place for you! PSI is nothing without the people who build, design, and support it.

At Pacific Smoke International, our mission is to help people quit smoking by providing safer alternatives to traditional cigarettes. As the leading distributor of electronic vaporizers and award-winning vaping products in Canada, we've made significant progress since our founding in 2013. However, we have much more to accomplish for our customers, and we're looking for a culturally aligned Account Support Representative to join our dynamic team located in Markham.

Overview

The Account Support Representative is responsible for providing exceptional support to PSI customers and the Sales organization by acting as a primary point of contact for account inquiries, Autoship program enrollment, onboarding, and ongoing support. This role supports territory growth and customer retention by ensuring accounts receive timely assistance, accurate program guidance, and a seamless onboarding experience. The position also supports field execution through sales enablement, and maintenance of key sales resources.

Key Responsibilities

Account Support & Customer Experience

• Serve as a main point of contact for customer inquiries; provide timely, accurate responses via phone, email, and internal channels.
• Support customers with account setup, troubleshooting, and issue resolution
• Address concerns, complaints, and escalations professionally and empathetically.
• Maintain accurate records of customer interactions.
• Stay current on PSI products, programs, and processes to support customers effectively.

Autoship Program Enrollment & Onboarding (Primary Focus)

• Serve as the primary contact for enrolling wholesale accounts into the Autoship program.
• Guide accounts through onboarding steps to ensure accurate setup and strong customer experience.
• Support customer retention by proactively identifying and resolving onboarding or program-related issues.

Sales Team Support & Enablement

• Provide administrative and operational support to DSMs and field reps to improve field efficiency.
• Act as a resource for sales reps by providing timely information, documentation, and support while in the field.
• Respond to and coordinate requests received through the Sales Team channel, ensuring follow-through and resolution.

Sales Resource Management

• Maintain and update the Sales Wiki on a quarterly basis (or as needed) to ensure accuracy of sales processes and tools.
• Coordinate internal updates to ensure current best practices and program information are reflected.

Territory Growth Support (Lead Identification & Routing)

• Identify potential retail opportunities using internal leads, Google Maps, and Map My Customers.
• Conduct initial outreach and route qualified opportunities to the appropriate DSM/sales rep for ownership and follow-up. (This supports territory growth; the role is not quota-carrying inside sales.)

Qualifications & Skills

• Proven experience in customer support, account support, sales support, onboarding, or related role
• Strong verbal and written communication skills
• Excellent problem-solving and attention to detail
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency with CRM software and internal collaboration tools
• Strong teamwork, accountability, and follow-through

Success Measures (KPIs)

• Autoship enrollments completed accurately and within required timelines
• Autoship retention/quality (e.g., active accounts after 60–90 days)
• Customer service performance (response time, resolution time, escalation handling)
• Sales team support responsiveness and quality of follow-through
• Sales Wiki maintained and updated per cadence
• Qualified leads routed and accepted by DSMs / sales reps

What you can expect from Pacific Smoke International:

At our company, we strive to provide our team members with the best possible support. Here is an overview of the current benefits and perks we offer:

• A total compensation package that includes group benefits program starting from day 1 of joining and year-end performance bonus
• Ongoing learning and development opportunities to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential
• Three weeks of Vacation
• Awards for top performers and employee tenure
• A unique opportunity to build, grow and leave your impact on a US$25-billion industry
• To work with a group of people who are humble, supportive, and care about our customers
• Product at distributor pricing to all employees
• Company events
• EAP (Employee Assistance Program) Program

If you are a results-driven, self-motivated individual who thrives in a collaborative and fast-paced environment, we invite you to join our team at PSI. You will have the opportunity to make a meaningful difference in the lives of people nationwide while working in an inclusive and supportive environment.

Thank you to all the applicants who have shown interest in this position. We appreciate the time and effort you have taken to apply.

While we carefully review every application we receive, we regret to inform you that only the candidates who are being considered for further evaluation will be contacted.

Pacific Smoke international is an equal opportunity employer and encourages all qualified candidates to apply. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process #J-18808-Ljbffr