Customer Experience Associate

Trade & Client Experience Specialist

Reports to: General Manager

Tonic Living is a well-loved, Toronto-based home décor company that designs, manufactures and retails beautiful fabrics, pillows, ottomans and other home furnishings.

We’re all about helping people create warm, stylish spaces that feel like home. As our Trade & Client Experience Specialist, you will be a friendly and reliable point of contact for both trade professionals and retail customers, helping them navigate everything from product questions to order details while making each interaction feel effortless and personal.

This role is key to keeping our Customer Experience Department running smoothly. You will need to stay organized, manage multiple priorities and approach every customer interaction with care and professionalism. Your goal will be to build trust, strengthen client relationships and give customers a reason to return.

Key Responsibilities: Create Outstanding Client Experiences

• Respond to customer inquiries by phone, email and in person in a timely, professional and friendly manner that reflects the Tonic Living tone.
• Build rapport with retail customers and trade professionals, ensuring they feel understood, valued and supported.
• Listen carefully to customers’ needs and guide them toward products and options that are right for their projects.
• Address questions, concerns and order discrepancies with empathy, diplomacy and sound judgment.
• Provide accurate information about product availability, quantities, specifications and order status.
• Maintain a high standard of service across every customer interaction.

Support Our Trade Program

• Assist trade clients with product questions, order details and general program support.
• Process trade-program applications and complete related administrative tasks.
• Build positive, professional relationships with designers and other trade clients.
• Help trade clients navigate Tonic Living’s products, services and ordering processes.
• Collaborate with other team members to ensure trade inquiries and orders are handled accurately and efficiently.

Develop Strong Product Knowledge

• Develop and maintain a thorough knowledge of Tonic Living’s products, services and website.
• Confidently discuss product details, specifications, availability and options with customers.
• Stay informed about new products, promotions, policies and changes to our offerings.
• Use your product knowledge to help customers make confident and informed choices.

Manage Daily Customer Experience Operations

• Manage incoming phone calls, voicemail and shared email inboxes.
• Prioritize inquiries and follow through to ensure customers receive complete and timely responses.
• Manage out-of-stock and backorder communications.
• Split and adjust customer orders in Shopify when required.
• Take customer payments and send pick-up notifications.
• Coordinate and communicate order-status updates.
• Respond thoughtfully to Google and Judge.me reviews in the Tonic Living brand voice.
• Maintain accurate customer and order information across company systems.

Use Our Tools and Systems

• Learn and confidently use Front, Shopify, Google Workspace, Google Chrome and other company systems.
• Use Google Sheets, Docs and Slides to support daily communication, organization and reporting.
• Adapt to additional tools as the business grows.
• Use company systems effectively to support the daily flow of customer communications and orders.

Support the Team

• Work collaboratively with the General Manager and other departments.
• Communicate clearly and share relevant customer or order information with team members.
• Assist with additional departmental and company-wide tasks as needed.
• Contribute to a positive, organized and supportive work environment.

Skills and Qualifications

• Previous customer service, retail, trade or client-facing experience.
• Excellent written and verbal communication skills.
• A warm, professional and solutions-focused approach to customer service.
• Strong attention to detail and commitment to accuracy.
• Excellent organization and time-management skills.
• Ability to prioritize and manage multiple tasks in a busy environment.
• Confidence learning and using new software and digital tools.
• Ability to work independently while collaborating effectively with a team.
• An interest in home décor, textiles or interior design is considered an asset.

Hours of Work

This is a Monday-to-Friday position, working from 9:00 a.m. to 5:00 p.m. Team members in this role must also be available to work up to four Saturdays per year for special shopping events.

Application and Accessibility Information

Tonic Living will use artificial intelligence to screen and assess applications submitted for this position.

Tonic Living does not discriminate in hiring or in the terms and conditions of employment based on race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family or marital status, or any other protected category recognized by provincial or federal law.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Job Types: Full-time, Permanent

Pay: $20.00 per hour

Benefits:

• Dental care
• Designated paid holidays
• On-site parking
• Paid time off
• Store discount
• Vision care

Work days:

• Monday to Friday
• Weekends as needed

Work Location: In person