Customer Service Associate – Mississauga, ON (Full-time, on-site)

PM Nutrition & Cosmetics Canada Inc. PM is a European nutritional supplement and cosmetics company selling the our own product line in over 40 countries. Our Canadian head office and distribution centre are in Mississauga. We are a small team, which means the work is varied and you will see the whole operation, not one narrow piece of it. About the role You will be the first point of contact for our Team Partners and customers across Canada, by phone, email and in person. Most of your day is spent helping people place and manage orders, resolve payment and subscription issues, track shipments and navigate their online account. You will also support the operations side: processing orders, handling in-person order pickups at our Mississauga location, and helping the warehouse team pack orders during busy periods. A few times a year you will work at company events, occasionally on a weekend or evening. This is an on-site, full-time position (37.5 hours per week, Monday to Friday), reporting to the Senior Customer Service Associate. Target start date: 19 October 2026. What you will do Customer and Team Partner support Answer inbound calls, emails and support tickets in our helpdesk system (Zendesk), and return voicemails and follow-ups within set service targets. Help Team Partners and customers with order placement, order status, tracking and delivery questions, and resolve lost, late, damaged or incorrect shipments with our carriers. Resolve payment issues: declined cards, failed subscription (autoship) payments, outstanding balances, card updates, invoice and receipt requests, and duplicate or incorrect charges. Manage subscription changes: cancellations, pauses, product, date and address changes, and status enquiries, with written confirmation to the customer. Support account matters: registration and enrolment, login and password resets, profile and contact changes, sponsor linking and account closures. Answer questions on product availability, backorders, promotions, commissions and statements, and escalate to the right team when needed. Process returns, exchanges and refunds according to company policy, and document each case accurately. Record product complaints and adverse-reaction reports in full and route them to the responsible person the same day. Handle personal and payment information strictly according to our privacy and payment-security procedures. Order processing and operations Enter and process orders, corrections and adjustments in our order-management system, and reconcile discrepancies with accounting and the warehouse. Manage in-person order pickups at the Mississauga office: verify identity and order details, release product, and keep pickup records accurate. Assist the warehouse with picking and packing orders during peak periods, product launches and month-end. Support inventory counts and basic stock checks as required. Events and in-person service Staff the customer-service and product desk at company events (trainings, product launches, the annual National Congress): registration, on-site orders, pickups and Team Partner questions. Help with event setup, product display and teardown. Occasional weekend and evening work is required for larger events, typically a few times a year, with advance notice. What we are looking for One or more years of customer service experience, ideally in e-commerce, , retail, logistics or a similar order-driven environment. Clear, professional written and spoken English. Mandarin, Cantonese or French is an asset. Comfortable working across a helpdesk platform, an order-management or ERP system, and Microsoft 365. Zendesk experience is an asset. Accurate and careful with data, payments and personal information; follows procedures without shortcuts. Calm and courteous with frustrated customers, and able to explain policies clearly and consistently. Practical and willing to move between desk work and hands-on work in the warehouse or at events. Reliable, punctual and able to …

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