We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers.WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at: https://www.bookdepot.ca/Help/AboutUsOur OpportunityWe have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels.We are seeking two (2) permanent full-time positions (40 hours/week):FT Permanent: Monday – Friday with occasional holiday coverage (in-office)FT Permanent: Wednesday – Sunday (hybrid: (in office Wed-Fri, home Sat-Sun) Who are we looking for:A skilled communicator who can adapt writing style to match our brand voiceA creative problem-solver who thinks outside the box to find effective solutionsA customer champion with genuine empathy and desire to help othersA detail-oriented professional who can maintain accuracy while multitaskingA team player who brings positive energy and collaborative spiritSomeone who stays calm and composed in fast-paced situationsA self-starter who takes initiative and drives continuous improvementAn individual who isn't afraid to learn new systems – both automated and manualAn adopter of AI – someone who is eager to use AI tools available to create efficienciesWhat will you do:Create Exceptional Customer ExperiencesEngage with customers across multiple channels (phone, email, chat, social media, ticket system)Write clear, brand-aligned responses to customer inquiriesTransform challenging situations into positive outcomesProcess orders, returns, and refunds efficientlyGenerate positive customer reviews through outstanding serviceInteract with third-party customers and partners for policy and service-related issuesDrive Customer SuccessAnalyze and resolve complex customer inquiriesIdentify and report trends in customer feedbackContribute to achieving department NPS goalsMeet or exceed response time and resolution targetsMaintain high customer satisfaction scoresStrategize and report improvement opportunities for website and CRM platformsContribute to Team ExcellenceCollaborate with team members to share knowledgeParticipating in continuous improvement initiativesNavigate multiple CRM platforms and systemsDocument customer interactions thoroughlySupport department KPIs and quality standardsParticipate in interdepartmental cross-trainingEngage in professional development through company training programsProvide peer mentorship and constructive feedbackKey Performance Indicators & Metrics We MeasureResponse time standards for:Email ChatSocial media direct messagesGoogle reviewsPhone queue management metricsResolution MetricsFirst contact resolution rateAverage resolution timeNumber of interactions per customerCustomer Satisfaction MetricsNet Promoter Score (NPS) targetsCustomer satisfaction scores (CSAT)Positive review generationProductivity MetricsNumber of tickets/emails/chats handledTalk time managementGoals set vs. completed ratioPeople and Culture:Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of themFoster Book Depot’s purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participantProvide mentorship and meaningful feedback to your teamThe experience and education we’re looking for:Post-secondary education in Communications, English, or related field (or equivalent work experience)Previous experience in e-commerce or retail customer serviceAdditional language capabilitiesExperience with specific CRM platforms and Microsoft Office SuiteDemonstrated ability to learn new technology quicklyStrong typing speed and accuracyStrong ability to adapt tone and voice across different brandsExcellent writing, editing, and proofreading skills.Experience working in a fast-paced, KPI-driven environment Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvementOther considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Digital Graphic Designer – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one
Our OpportunityWe have an exciting opportunity available for a permanent, full-time Digital Graphic Designer at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual to be a pivotal shared resource across multiple brands within the Book Depot Inc. portfolio. You are a highly skilled and creative designer who can design for multi-platforms with a deep understanding of design for various digital channels, including social media, online ads, email, and websites. While there is some involvement in print design, the primary focus of this role is on creating compelling digital designs and assets consisting of static and video/animation content. This strategic addition will strengthen our creative capabilities, ensuring consistent brand aesthetics and visual storytelling across our expanding digital footprint.
Who are we looking for:A social media enthusiast who lives, eats, and breathes digital culture – someone who spots trends before they trendA strategic content creator with an intuitive understanding of what makes audiences click, share, and engageA data-savvy storyteller who can translate analytics into compelling content strategiesA platform chameleon who understands the distinct language and culture of each social networkA detail-oriented multitasker who can juggle multiple accounts without dropping the ballA brand voice virtuoso who can seamlessly switch between different tones and audiencesA collaborative team player who brings fresh ideas while respecting established brand guidelinesA digital detective who uses social listening to uncover valuable audience insightsA self-starter with the initiative to identify opportunities and the skills to execute themA creative problem-solver who views challenges as opportunities for innovation
What will you do:Create and maintain consistent yet distinct visual identities across all brands under the Book Depot Inc. umbrellaDesign compelling digital graphics, illustrations, and visual elements for social media, websites, online ads, and email campaignsDevelop short-form video content optimized for social media platforms Create motion graphics and animated elements to enhance digital marketing materialsProduce, edit, and optimize video and photography assets for different platforms Develop interactive website elements and e-commerce visual merchandising across our websitesOrganize and maintain digital asset libraries for efficient retrieval and usageCreate templates and style guides to ensure brand consistency across all channelsCollaborate with brand teams to understand design needs and campaign objectivesParticipate in creative brainstorming sessions to develop innovative visual conceptsTest and analyze performance of visual content across platformsRecommend improvements to visual strategies based on engagement metricsStay current with digital design trends, tools, and best practicesOptimize design workflows to improve efficiency and output qualitySupport special campaigns and content initiatives as neededAssist in developing sales collateral materials
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:Post-secondary education Graphic Design or a related field (or equivalent experience)Proven experience as a digital graphic designer with a strong portfolio showcasing successful digital design projectsKnow-how to design for social media platforms, online ads, emails, and websites, plus some printProficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign, After Effects) and other relevant design software like Canva, Figma, or other AI creative-assisting platformsExperience creating and editing video content and motion graphics for social mediaStrong understanding of branding principles and the ability to interpret and apply brand guidelines effectivelyFamiliarity with basic coding languages (HTML, CSS) and website design principlesExcellent attention to detail and a keen eye for visual aestheticsAbility to work collaboratively in a team environment, effectively communicate ideas, and receive constructive feedbackStrong organizational and time management skills, with the ability to prioritize and meet project deadlinesAdaptability and a willingness to learn and incorporate new design techniques and technologiesKnowledge of e-commerce design trends and user experience (UX) principles is a plus
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
B2B Brand Coordinator – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one
Our OpportunityWe have an exciting opportunity available for a permanent, full-time B2B Brand Coordinator at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual for this strategic and dynamic position, who will be responsible for supporting the management and execution of brand initiatives across multiple brands. As the Brand Coordinator for our corporate and wholesale marketing team, you will play a pivotal role in ensuring consistent brand representation, streamlining brand management responsibilities, and executing marketing strategies that align with our business objectives. With a focus on operational efficiency and creative implementation, you'll support senior team members by managing day-to-day brand activities, coordinating cross-functional initiatives, and maintaining brand excellence across all touchpoints. This role is crucial, allowing our organization to maintain momentum on strategic growth opportunities while ensuring our brands continue to evolve and connect effectively with our customers.
Who are we looking for:A detail-oriented marketing professional who can effectively manage multiple brands simultaneously (Book Depot, American Book Company, and Book Depot Inc.)A strategic thinker with excellent organizational skills who can support brand management across all channelsAn individual who thrives in a collaborative environment but is equally comfortable taking direction and working independently to meet objectivesSomeone with Salesforce experience would be beneficial, but not necessaryA proactive individual who can identify optimization opportunities and implement improvementsSomeone who can maintain consistent brand representation while supporting growth initiativesA communication-savvy professional who ensures brand standards are executed consistently
What will you do:Coordinate multi-brand campaigns: Collaborate with brand manager and marketing team members to execute go-to-market strategies and marketing campaigns for wholesale brandsSupport brand strategy: Assist in developing and implementing brand strategies to maintain brand consistency across all channels and ensure alignment with business objectivesWebsite, email, social media organic and paid ad support: Working with the brand manager, help maintain and update content, ensuring accuracy and brand consistencyCross-functional collaboration: Coordinate efforts between marketing, design, sales, product specialist, and any external partners to support integrated campaignsEvent support: Assist in providing collateral support for brand-related events, including trade showsCompetitive analysis: Monitor industry trends and competitor activities to identify potential opportunities for the brand’s growth and differentiationBrand compliance: Ensure all internal and external communications, materials, and designs adhere to brand guidelines and are aligned with the overall brand strategyProject management: Oversee project timelines, ensuring deliverables are met on schedule, and coordinate feedback loops with necessary stakeholdersMiscellaneous duties: Handle additional tasks and responsibilities as needed to support the marketing team and ensure the smooth execution of all marketing activities
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:University/college degree required in marketing, communications, business, or a related fieldPrevious experience in supporting direct and e-commerce sales is desirableEffectively oversee multiple projects at once, ensuring timely delivery and attention to detailKnowledge of digital marketing principles and best practicesStrong written and verbal communication skillsExperience with marketing platforms (such as email, social media, CMS, GA4)Ability to work in a fast-paced environment with changing prioritiesCreative thinking and problem-solving abilitiesProficiency with digital marketing tools and platforms
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Social Media Specialist – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one.
Our OpportunityWe have an exciting opportunity available for a permanent, full-time Social Media Specialist at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual who will be a key contributor to our marketing efforts, responsible for executing organic social media strategies across our portfolio of brands (Book Outlet, Book Depot, American Book Company, and Kidsbooks Publishing). This dedicated position will manage content planning with the brand teams, creation, scheduling, community management, and performance analysis across multiple social platforms, ensuring consistent brand voice while maximizing engagement and driving business results. In this new role, you’ll play a pivotal role in shaping our social media presence into a highly focused discipline that delivers measurable impact across all brands.
Who are we looking for:A social media enthusiast who lives, eats, and breathes digital culture – someone who spots trends before they trendA strategic content creator with an intuitive understanding of what makes audiences click, share, and engageA data-savvy storyteller who can translate analytics into compelling content strategiesA platform chameleon who understands the distinct language and culture of each social networkA detail-oriented multitasker who can juggle multiple accounts without dropping the ballA brand voice virtuoso who can seamlessly switch between different tones and audiencesA collaborative team player who brings fresh ideas while respecting established brand guidelinesA digital detective who uses social listening to uncover valuable audience insightsA self-starter with the initiative to identify opportunities and the skills to execute themA creative problem-solver who views challenges as opportunities for innovation
What will you do:Content Management & PublishingSchedule and publish engaging social media for all brands across LinkedIn, Facebook, Instagram, TikTok, YouTube and PinterestMaintain and optimize content calendars based on platform-specific best practices and algorithmsCreate diverse content types that align with social media best practices, platform requirements, and emerging trendsAdapt content strategy based on performance metrics and audience insightsEnsure more frequent content updates to maintain consistent brand presence
Social Listening & Content DirectionImplement comprehensive social listening strategies to monitor brand mentions, industry trends, and competitor activitiesAnalyze conversations around books, publishing, and education to identify emerging topics and audience interestsTranslate social listening insights into actionable content recommendations for each brandIdentify opportunities for trending content, timely responses, and conversation leadershipUse audience feedback and engagement patterns to inform creative direction and content developmentPresent social listening findings to brand teams with specific content recommendations
Creative CollaborationPartner with brand teams to develop content that aligns with marketing campaigns and business objectivesCollaborate with graphic designers to create on-brand video and static content optimized for each platformRequest new or adjusted content as necessary to meet engagement goalsArchive outdated content across all platforms as directedSupport creation of photos/videos for marketing initiatives
Community ManagementMonitor and manage messages across all social media inboxes with timely responsesProactively engage in relevant industry conversations, even when the brand isn’t directly mentionedOversee community interactions (comments, mentions, shares) to foster engagementFlag potentially problematic comments and develop response strategiesBuild and nurture online communities around each brandImplement best practices for increasing audience interaction and loyalty
Analytics & ReportingTrack key performance metrics across all platforms and accountsPrepare regular reports on social media performance, highlighting growth, engagement, and conversionIdentify trends and opportunities to optimize social media strategiesCompare performance across brands and platforms to identify best practicesUse data-driven insights to continuously improve content effectiveness
Strategic SupportProvide insights on platform algorithm changes and emerging social media trendsRecommend optimization strategies based on platform-specific best practicesSupport collaborative team projects related to digital marketingAssist with special campaigns and content initiatives as neededContribute to the development of overarching brand go-to-market strategies
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:RequiredUniversity/College degree in Communications, Public Relations, or related field2+ years’ experience managing multiple social media accounts across various platformsProficiency with social media management toolsExperience with social listening tools and translating insights into content strategyStrong understanding of social media best practices, trends, and platform-specific strategiesExcellent written and verbal communication skillsAbility to work efficiently across multiple brands while maintaining distinct brand voicesExperience with social media analytics, reporting, and performance measurementStrong attention to detail and exceptional organizational skillsAbility to work in a collaborative environment while taking direction and working independentlyProficiency with basic graphic design and video editing tools
PreferredExperience with B2B and B2C social media strategiesUnderstanding of SEO and content optimizationKnowledge of social media advertising principlesFamiliarity with publishing, books, or educational content
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
We want you to join our team!
You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.
You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers.
WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at: https://www.bookdepot.ca/Help/AboutUs
Our Opportunity
We have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels.
We are seeking two (2) permanent full-time positions (40 hours/week):
FT Permanent: Monday – Friday with occasional holiday coverage (in-office)FT Permanent: Wednesday – Sunday (hybrid: (in office Wed-Fri, home Sat-Sun)
Who are we looking for:
A skilled communicator who can adapt writing style to match our brand voiceA creative problem-solver who thinks outside the box to find effective solutionsA customer champion with genuine empathy and desire to help othersA detail-oriented professional who can maintain accuracy while multitaskingA team player who brings positive energy and collaborative spiritSomeone who stays calm and composed in fast-paced situationsA self-starter who takes initiative and drives continuous improvementAn individual who isn't afraid to learn new systems – both automated and manualAn adopter of AI – someone who is eager to use AI tools available to create efficiencies
What will you do:
Create Exceptional Customer Experiences
Engage with customers across multiple channels (phone, email, chat, social media, ticket system)Write clear, brand-aligned responses to customer inquiriesTransform challenging situations into positive outcomesProcess orders, returns, and refunds efficientlyGenerate positive customer reviews through outstanding serviceInteract with third-party customers and partners for policy and service-related issues
Drive Customer Success
Analyze and resolve complex customer inquiriesIdentify and report trends in customer feedbackContribute to achieving department NPS goalsMeet or exceed response time and resolution targetsMaintain high customer satisfaction scoresStrategize and report improvement opportunities for website and CRM platforms
Contribute to Team Excellence
Collaborate with team members to share knowledgeParticipating in continuous improvement initiativesNavigate multiple CRM platforms and systemsDocument customer interactions thoroughlySupport department KPIs and quality standardsParticipate in interdepartmental cross-trainingEngage in professional development through company training programsProvide peer mentorship and constructive feedback
Key Performance Indicators & Metrics We Measure
Response time standards for:Email ChatSocial media direct messagesGoogle reviewsPhone queue management metrics
Resolution MetricsFirst contact resolution rateAverage resolution timeNumber of interactions per customer
Customer Satisfaction MetricsNet Promoter Score (NPS) targetsCustomer satisfaction scores (CSAT)Positive review generation
Productivity MetricsNumber of tickets/emails/chats handledTalk time managementGoals set vs. completed ratio
People and Culture:
Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of themFoster Book Depot’s purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participantProvide mentorship and meaningful feedback to your team
The experience and education we’re looking for:
Post-secondary education in Communications, English, or related field (or equivalent work experience)Previous experience in e-commerce or retail customer serviceAdditional language capabilitiesExperience with specific CRM platforms and Microsoft Office SuiteDemonstrated ability to learn new technology quicklyStrong typing speed and accuracyStrong ability to adapt tone and voice across different brandsExcellent writing, editing, and proofreading skills.Experience working in a fast-paced, KPI-driven environment
Working Environment:
Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:
Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Job DescriptionSocial Media Specialist – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one.
Our OpportunityWe have an exciting opportunity available for a permanent, full-time Social Media Specialist at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual who will be a key contributor to our marketing efforts, responsible for executing organic social media strategies across our portfolio of brands (Book Outlet, Book Depot, American Book Company, and Kidsbooks Publishing). This dedicated position will manage content planning with the brand teams, creation, scheduling, community management, and performance analysis across multiple social platforms, ensuring consistent brand voice while maximizing engagement and driving business results. In this new role, you’ll play a pivotal role in shaping our social media presence into a highly focused discipline that delivers measurable impact across all brands.
Who are we looking for:A social media enthusiast who lives, eats, and breathes digital culture – someone who spots trends before they trendA strategic content creator with an intuitive understanding of what makes audiences click, share, and engageA data-savvy storyteller who can translate analytics into compelling content strategiesA platform chameleon who understands the distinct language and culture of each social networkA detail-oriented multitasker who can juggle multiple accounts without dropping the ballA brand voice virtuoso who can seamlessly switch between different tones and audiencesA collaborative team player who brings fresh ideas while respecting established brand guidelinesA digital detective who uses social listening to uncover valuable audience insightsA self-starter with the initiative to identify opportunities and the skills to execute themA creative problem-solver who views challenges as opportunities for innovation
What will you do:Content Management & PublishingSchedule and publish engaging social media for all brands across LinkedIn, Facebook, Instagram, TikTok, YouTube and PinterestMaintain and optimize content calendars based on platform-specific best practices and algorithmsCreate diverse content types that align with social media best practices, platform requirements, and emerging trendsAdapt content strategy based on performance metrics and audience insightsEnsure more frequent content updates to maintain consistent brand presence
Social Listening & Content DirectionImplement comprehensive social listening strategies to monitor brand mentions, industry trends, and competitor activitiesAnalyze conversations around books, publishing, and education to identify emerging topics and audience interestsTranslate social listening insights into actionable content recommendations for each brandIdentify opportunities for trending content, timely responses, and conversation leadershipUse audience feedback and engagement patterns to inform creative direction and content developmentPresent social listening findings to brand teams with specific content recommendations
Creative CollaborationPartner with brand teams to develop content that aligns with marketing campaigns and business objectivesCollaborate with graphic designers to create on-brand video and static content optimized for each platformRequest new or adjusted content as necessary to meet engagement goalsArchive outdated content across all platforms as directedSupport creation of photos/videos for marketing initiatives
Community ManagementMonitor and manage messages across all social media inboxes with timely responsesProactively engage in relevant industry conversations, even when the brand isn’t directly mentionedOversee community interactions (comments, mentions, shares) to foster engagementFlag potentially problematic comments and develop response strategiesBuild and nurture online communities around each brandImplement best practices for increasing audience interaction and loyalty
Analytics & ReportingTrack key performance metrics across all platforms and accountsPrepare regular reports on social media performance, highlighting growth, engagement, and conversionIdentify trends and opportunities to optimize social media strategiesCompare performance across brands and platforms to identify best practicesUse data-driven insights to continuously improve content effectiveness
Strategic SupportProvide insights on platform algorithm changes and emerging social media trendsRecommend optimization strategies based on platform-specific best practicesSupport collaborative team projects related to digital marketingAssist with special campaigns and content initiatives as neededContribute to the development of overarching brand go-to-market strategies
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:RequiredUniversity/College degree in Communications, Public Relations, or related field2+ years’ experience managing multiple social media accounts across various platformsProficiency with social media management toolsExperience with social listening tools and translating insights into content strategyStrong understanding of social media best practices, trends, and platform-specific strategiesExcellent written and verbal communication skillsAbility to work efficiently across multiple brands while maintaining distinct brand voicesExperience with social media analytics, reporting, and performance measurementStrong attention to detail and exceptional organizational skillsAbility to work in a collaborative environment while taking direction and working independentlyProficiency with basic graphic design and video editing tools
PreferredExperience with B2B and B2C social media strategiesUnderstanding of SEO and content optimizationKnowledge of social media advertising principlesFamiliarity with publishing, books, or educational content
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Job DescriptionDigital Graphic Designer – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one
Our OpportunityWe have an exciting opportunity available for a permanent, full-time Digital Graphic Designer at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual to be a pivotal shared resource across multiple brands within the Book Depot Inc. portfolio. You are a highly skilled and creative designer who can design for multi-platforms with a deep understanding of design for various digital channels, including social media, online ads, email, and websites. While there is some involvement in print design, the primary focus of this role is on creating compelling digital designs and assets consisting of static and video/animation content. This strategic addition will strengthen our creative capabilities, ensuring consistent brand aesthetics and visual storytelling across our expanding digital footprint.
Who are we looking for:A social media enthusiast who lives, eats, and breathes digital culture – someone who spots trends before they trendA strategic content creator with an intuitive understanding of what makes audiences click, share, and engageA data-savvy storyteller who can translate analytics into compelling content strategiesA platform chameleon who understands the distinct language and culture of each social networkA detail-oriented multitasker who can juggle multiple accounts without dropping the ballA brand voice virtuoso who can seamlessly switch between different tones and audiencesA collaborative team player who brings fresh ideas while respecting established brand guidelinesA digital detective who uses social listening to uncover valuable audience insightsA self-starter with the initiative to identify opportunities and the skills to execute themA creative problem-solver who views challenges as opportunities for innovation
What will you do:Create and maintain consistent yet distinct visual identities across all brands under the Book Depot Inc. umbrellaDesign compelling digital graphics, illustrations, and visual elements for social media, websites, online ads, and email campaignsDevelop short-form video content optimized for social media platforms Create motion graphics and animated elements to enhance digital marketing materialsProduce, edit, and optimize video and photography assets for different platforms Develop interactive website elements and e-commerce visual merchandising across our websitesOrganize and maintain digital asset libraries for efficient retrieval and usageCreate templates and style guides to ensure brand consistency across all channelsCollaborate with brand teams to understand design needs and campaign objectivesParticipate in creative brainstorming sessions to develop innovative visual conceptsTest and analyze performance of visual content across platformsRecommend improvements to visual strategies based on engagement metricsStay current with digital design trends, tools, and best practicesOptimize design workflows to improve efficiency and output qualitySupport special campaigns and content initiatives as neededAssist in developing sales collateral materials
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:Post-secondary education Graphic Design or a related field (or equivalent experience)Proven experience as a digital graphic designer with a strong portfolio showcasing successful digital design projectsKnow-how to design for social media platforms, online ads, emails, and websites, plus some printProficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign, After Effects) and other relevant design software like Canva, Figma, or other AI creative-assisting platformsExperience creating and editing video content and motion graphics for social mediaStrong understanding of branding principles and the ability to interpret and apply brand guidelines effectivelyFamiliarity with basic coding languages (HTML, CSS) and website design principlesExcellent attention to detail and a keen eye for visual aestheticsAbility to work collaboratively in a team environment, effectively communicate ideas, and receive constructive feedbackStrong organizational and time management skills, with the ability to prioritize and meet project deadlinesAdaptability and a willingness to learn and incorporate new design techniques and technologiesKnowledge of e-commerce design trends and user experience (UX) principles is a plus
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Job DescriptionB2B Brand Coordinator – Permanent, Full-Time
We want you to join our team!You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot Inc. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers:WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot Inc., please visit https://www.bookdepotinc.com/ — while we’re in the process of updating our website, we invite you to explore our brands and learn more by clicking through to each one
Our OpportunityWe have an exciting opportunity available for a permanent, full-time B2B Brand Coordinator at our Thorold Main Office and Distribution Centre. We’re seeking a talented individual for this strategic and dynamic position, who will be responsible for supporting the management and execution of brand initiatives across multiple brands. As the Brand Coordinator for our corporate and wholesale marketing team, you will play a pivotal role in ensuring consistent brand representation, streamlining brand management responsibilities, and executing marketing strategies that align with our business objectives. With a focus on operational efficiency and creative implementation, you'll support senior team members by managing day-to-day brand activities, coordinating cross-functional initiatives, and maintaining brand excellence across all touchpoints. This role is crucial, allowing our organization to maintain momentum on strategic growth opportunities while ensuring our brands continue to evolve and connect effectively with our customers.
Who are we looking for:A detail-oriented marketing professional who can effectively manage multiple brands simultaneously (Book Depot, American Book Company, and Book Depot Inc.)A strategic thinker with excellent organizational skills who can support brand management across all channelsAn individual who thrives in a collaborative environment but is equally comfortable taking direction and working independently to meet objectivesSomeone with Salesforce experience would be beneficial, but not necessaryA proactive individual who can identify optimization opportunities and implement improvementsSomeone who can maintain consistent brand representation while supporting growth initiativesA communication-savvy professional who ensures brand standards are executed consistently
What will you do:Coordinate multi-brand campaigns: Collaborate with brand manager and marketing team members to execute go-to-market strategies and marketing campaigns for wholesale brandsSupport brand strategy: Assist in developing and implementing brand strategies to maintain brand consistency across all channels and ensure alignment with business objectivesWebsite, email, social media organic and paid ad support: Working with the brand manager, help maintain and update content, ensuring accuracy and brand consistencyCross-functional collaboration: Coordinate efforts between marketing, design, sales, product specialist, and any external partners to support integrated campaignsEvent support: Assist in providing collateral support for brand-related events, including trade showsCompetitive analysis: Monitor industry trends and competitor activities to identify potential opportunities for the brand’s growth and differentiationBrand compliance: Ensure all internal and external communications, materials, and designs adhere to brand guidelines and are aligned with the overall brand strategyProject management: Oversee project timelines, ensuring deliverables are met on schedule, and coordinate feedback loops with necessary stakeholdersMiscellaneous duties: Handle additional tasks and responsibilities as needed to support the marketing team and ensure the smooth execution of all marketing activities
People and Culture:Model Book Depot Inc.’s values in everything you do — and hold others accountable for upholding them, tooFoster our purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively support your team’s learning and professional growth by encouraging their participation in Book Depot University (BDU) — and by leading by example as a participant yourselfProvide mentorship and meaningful feedback to your team
The experience and education we're looking for:University/college degree required in marketing, communications, business, or a related fieldPrevious experience in supporting direct and e-commerce sales is desirableEffectively oversee multiple projects at once, ensuring timely delivery and attention to detailKnowledge of digital marketing principles and best practicesStrong written and verbal communication skillsExperience with marketing platforms (such as email, social media, CMS, GA4)Ability to work in a fast-paced environment with changing prioritiesCreative thinking and problem-solving abilitiesProficiency with digital marketing tools and platforms
Working Environment:Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
We want you to join our team! You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better. You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers. WE NOT ME – we understand that success is fleeting if we don’t put others first KICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone before RIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves More WE EAT THE STINKY CHEESE – we have a curious mind, and never stop learning WAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, and NO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys. Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at: https://www.bookdepot.ca/Help/AboutUs Our Opportunity We have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels. We are seeking two (2) permanent full-time positions (40 hours/week): FT Permanent: Monday – Friday with occasional holiday coverage (in-office) FT Permanent: Wednesday – Sunday (hybrid: (in office Wed-Fri, home Sat-Sun) Who are we looking for: A skilled communicator who can adapt writing style to match our brand voice A creative problem-solver who thinks outside the box to find effective solutions A customer champion with genuine empathy and desire to help others A detail-oriented professional who can maintain accuracy while multitasking A team player who brings positive energy and collaborative spirit Someone who stays calm and composed in fast-paced situations A self-starter who takes initiative and drives continuous improvement An individual who isn't afraid to learn new systems – both automated and manual An adopter of AI – someone who is eager to use AI tools available to create efficiencies What will you do: Create Exceptional Customer Experiences Engage with customers across multiple channels (phone, email, chat, social media, ticket system) Write clear, brand-aligned responses to customer inquiries Transform challenging situations into positive outcomes Process orders, returns, and refunds efficiently Generate positive customer reviews through outstanding service Interact with third-party customers and partners for policy and service-related issues Drive Customer Success Analyze and resolve complex customer inquiries Identify and report trends in customer feedback Contribute to achieving department NPS goals Meet or exceed response time and resolution targets Maintain high customer satisfaction scores Strategize and report improvement opportunities for website and CRM platforms Contribute to Team Excellence Collaborate with team members to share knowledge Participating in continuous improvement initiatives Navigate multiple CRM platforms and systems Document customer interactions thoroughly Support department KPIs and quality standards Participate in interdepartmental cross-training Engage in professional development through company training programs Provide peer mentorship and constructive feedback Key Performance Indicators & Metrics We Measure Response time standards for: Email Chat Social media direct messages Google reviews Phone queue management metrics Resolution Metrics First contact resolution rate Average resolution time Number of interactions per customer Customer Satisfaction Metrics Net Promoter Score (NPS) targets Customer satisfaction scores (CSAT) Positive review generation Productivity Metrics Number of tickets/emails/chats handled Talk time management Goals set vs. completed ratio People and Culture: Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of them Foster Book Depot’s purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to life Ensure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goals Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability Actively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participant Provide mentorship and meaningful feedback to your team The experience and education we’re looking for: Post-secondary education in Communications, English, or related field (or equivalent work experience) Previous experience in e-commerce or retail customer service Additional language capabilities Experience with specific CRM platforms and Microsoft Office Suite Demonstrated ability to learn new technology quickly Strong typing speed and accuracy Strong ability to adapt tone and voice across different brands Excellent writing, editing, and proofreading skills. Experience working in a fast-paced, KPI-driven environment Working Environment: Fast-paced, dynamic environment Opportunity to work independently while contributing to team goals Professional development and growth opportunities Value-driven culture focused on excellence and innovation Commitment to continuous learning and improvement Other considerations: Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose. We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year. Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
Job DescriptionWe want you to join our team!
You’re a go-getter with a passion for innovation and finding better ways to do things. Roadblocks don’t slow you down — they spark your curiosity and drive you to make things better.
You know that people are the heart and soul of an organization, and that when you and your team work together, there is no limit to the great things you can achieve. If you’re ready to make the move to a company where you can grow, learn, and thrive, know there’s a place for you here at Book Depot. We’re a Canada’s Best Managed company with an award-winning culture – and we’re the largest bargain book wholesaler and online retailer in North America. For 40 years, our hard-working team has been dedicated to getting more books into more hands around the world. With cutting-edge automation, relentless grit, and a strong set of core values guiding us, we’re constantly pushing the limits of what’s possible — all to fulfill our purpose and deliver the best experience to our customers.
WE NOT ME – we understand that success is fleeting if we don’t put others firstKICK SOME MOON DUST – we believe that the key to greatness is to be willing to go where no one has ever gone beforeRIDE TOGETHER. WIN TOGETHER – we believe that the whole TEAM is greater than the sum of its individual players and Together Everyone Achieves MoreWE EAT THE STINKY CHEESE – we have a curious mind, and never stop learningWAKE UP. BE AWESOME. REPEAT – we believe that working hard is the result of a great attitude and passion for living each day at our best, andNO DONKEYS – we know that life is too short to work with, or do business with, those that think and act like donkeys.
Come join our team and help us make the best kind of impact! To learn more about Book Depot, please visit our website at: https://www.bookdepot.ca/Help/AboutUs
Our Opportunity
We have two (2) exciting opportunities available for permanent full-time Customer Service Representatives at our Thorold Main Office and Distribution Centre. We're seeking talented individuals to be the voice of our Book Outlet and/or Book Depot brands and champions for our customers. In this role, you'll transform customer interactions into positive experiences while maintaining our high standards of service excellence. Your strong writing abilities, problem-solving skills, and customer-centric approach will help build lasting relationships with our customers across multiple communication channels.
We are seeking two (2) permanent full-time positions (40 hours/week):
FT Permanent: Monday – Friday with occasional holiday coverage (in-office)FT Permanent: Wednesday – Sunday (hybrid: (in office Wed-Fri, home Sat-Sun)
Who are we looking for:
A skilled communicator who can adapt writing style to match our brand voiceA creative problem-solver who thinks outside the box to find effective solutionsA customer champion with genuine empathy and desire to help othersA detail-oriented professional who can maintain accuracy while multitaskingA team player who brings positive energy and collaborative spiritSomeone who stays calm and composed in fast-paced situationsA self-starter who takes initiative and drives continuous improvementAn individual who isn't afraid to learn new systems – both automated and manualAn adopter of AI – someone who is eager to use AI tools available to create efficiencies
What will you do:
Create Exceptional Customer Experiences
Engage with customers across multiple channels (phone, email, chat, social media, ticket system)Write clear, brand-aligned responses to customer inquiriesTransform challenging situations into positive outcomesProcess orders, returns, and refunds efficientlyGenerate positive customer reviews through outstanding serviceInteract with third-party customers and partners for policy and service-related issues
Drive Customer Success
Analyze and resolve complex customer inquiriesIdentify and report trends in customer feedbackContribute to achieving department NPS goalsMeet or exceed response time and resolution targetsMaintain high customer satisfaction scoresStrategize and report improvement opportunities for website and CRM platforms
Contribute to Team Excellence
Collaborate with team members to share knowledgeParticipating in continuous improvement initiativesNavigate multiple CRM platforms and systemsDocument customer interactions thoroughlySupport department KPIs and quality standardsParticipate in interdepartmental cross-trainingEngage in professional development through company training programsProvide peer mentorship and constructive feedback
Key Performance Indicators & Metrics We Measure
Response time standards for:Email ChatSocial media direct messagesGoogle reviewsPhone queue management metrics
Resolution MetricsFirst contact resolution rateAverage resolution timeNumber of interactions per customer
Customer Satisfaction MetricsNet Promoter Score (NPS) targetsCustomer satisfaction scores (CSAT)Positive review generation
Productivity MetricsNumber of tickets/emails/chats handledTalk time managementGoals set vs. completed ratio
People and Culture:
Model Book Depot’s values in all that you do and hold others accountable in maintaining the integrity of themFoster Book Depot’s purpose-driven culture — to get more books into more hands — by cultivating a values-aligned, family-friendly, high-performing, and innovative environment, and by recognizing team members who consistently bring this culture to lifeEnsure everyone is pulling together in the same direction and that you are prioritizing departmental and individual goalsChampion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalabilityActively empower the learning and professional growth of your team through encouraging your team’s participation in Book Depot University (BDU), and also being a participantProvide mentorship and meaningful feedback to your team
The experience and education we’re looking for:
Post-secondary education in Communications, English, or related field (or equivalent work experience)Previous experience in e-commerce or retail customer serviceAdditional language capabilitiesExperience with specific CRM platforms and Microsoft Office SuiteDemonstrated ability to learn new technology quicklyStrong typing speed and accuracyStrong ability to adapt tone and voice across different brandsExcellent writing, editing, and proofreading skills.Experience working in a fast-paced, KPI-driven environment
Working Environment:
Fast-paced, dynamic environmentOpportunity to work independently while contributing to team goalsProfessional development and growth opportunitiesValue-driven culture focused on excellence and innovationCommitment to continuous learning and improvement
Other considerations:
Our permanent full-time roles come with great perks — including health and dental benefits and an Employee and Family Assistance Program (with 100% employer-paid premiums after a short waiting period), an annual incentive bonus opportunity, and paid time off to volunteer and live out our core purpose.
We very much appreciate and thank you for your application and interest in Book Depot Inc., however, only those individuals selected to participate in our interview process will be contacted. We will keep all resumes received for one year.
Book Depot Inc. is an equal opportunity employer and is committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations necessary.
