Customer Experience Associate

About Us

Oneroot Inc. has been in business for 29 years, bringing premium honey and bee products to customers across Canada, the US and beyond. We're a small, close-knit team of 6, and every customer interaction matters to us. We're looking for a friendly, organized person to be the first voice our customers hear.

What You'll Do

• Answer incoming phone calls from customers, retailers and partners, and respond to their questions or pass them to the right person
• Respond to customer emails and live chats in Gorgias quickly, accurately and in a warm, professional tone
• Help customers with product questions, orders, shipping updates, returns and exchanges
• Process and update orders in Shopify and Cin7, and check stock levels
• Serve the occasional walk-in customer and process in-person sales on our POS
• Keep the team informed by passing on customer requests, issues and follow-ups clearly and promptly, so nothing falls through the cracks
• Share recurring issues, product feedback and customer trends with the team
• Help with light admin or order-packing tasks when things are quiet

As a small business, we all wear more than one hat, so other duties may come up from time to time. Anything extra you take on will be appreciated and recognized, and there's room for this role to grow into more responsibilities over time.

What We're Looking For

• Fluent English, spoken and written
• Conversational Korean. Many of our customers are Korean-speaking.
• 1+ year of experience in customer service, retail or a similar role
• Comfortable with computers and quick to learn new software
• Experience with Gorgias, Shopify, Cin7 or a POS system is a strong asset (we'll train you on the rest)
• A patient, positive attitude, including when a customer is frustrated
• Clear communicator who keeps teammates in the loop
• Strong attention to detail and good time management
• Reliable, punctual and able to work on-site in Concord

Nice to Have

• E-commerce or food/health product experience
• Interest in natural products, honey or wellness

What We Offer

• Starting from $19/hour, plus vacation pay
• Consistent weekday daytime schedule with no evenings or weekends
• Staff discount on our products
• A small, supportive team where your work is visible and valued
• Room to grow into new roles as the business grows

Employment Details

• Part-time, permanent position
• 3-month probationary period

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Pay: $19.00-$22.00 per hour

Expected hours: 27.5 per week

Benefits:

• Casual dress
• Discounted or free food
• On-site parking
• Store discount

Language:

• Korean (required)

Work Location: In person