E-commerce Team Lead

7 months ago

Burnaby, Canada QE Home Full time

We at QE Home are committed to socially responsible business practices. By prioritizing sustainable practices, exercising social responsibility, and ensuring ethical conduct, we’re creating products that aren’t just better for people - they’re better for the planet, too. We expect all employees to support and aid QE Home in continuing our transition towards environmental and social responsibility in every area of the business. Focusing on minimizing waste and participating in environmental initiatives aimed at achieving our sustainability goals will aid QE Home in being the best corporate citizen it can be.

Are you passionate about home décor and fashion? Do you possess successful sales experience and a team leadership background? If that sounds like you, we’d love to meet

**Reports to**:E Commerce Sales Manager

**Overview**:
The QE Home Ecommerce Team Lead reports directly to the Ecommerce Sales Manager. The QE Home Team Lead works under the supervision, guidance, and direction of the Ecommerce Sales Manager. As a QE Home Team Lead, this individual is required to communicate with and report all feedback and observations pertaining to business matters as well as work with the Ecommerce Sales Manager to facilitate the best practices for both QE Home customers and team.

The QE Home Ecommerce Team Lead is responsible for optimizing the QE Home experience in every aspect when engaging QE Home customers and members of our QE Home Team. As an advocate of the QE Home brand, you are passionate about our people and our products.

A Team Lead demonstrates the art of customer service while working side by side with other team members in support of their individual development needs. A Team Lead is influential in the overall performance, training and moral of the team.

The Team Lead will work in collaboration with all departments and in store teams. As an expert in customer satisfaction, a Team Lead is responsible for managing and creating the perfect shopping journey pre and post purchase by defining the use of QE Home values, standards, and strategies. This role will be responsible for executing and monitoring back-end processes, such as online customer orders, tracking data, fulfillment requests as well as logistics and payment processing. A well-suited Team Lead is ambitious and a natural born leader, able to support the team in resolving challenging situations while adhering to our values.

**Customer Service and Sales Support**:

- Oversees day-to-day operations of the web customer sales & support team.
- Perform daily follow up to ensure team members are proficient in their assigned duties.
- Onboarding and ongoing training & development of the customer sales & support team as it relates to product knowledge and quality of customer engagement.
- Ongoing quality control and maintenance of customer sales, service, and satisfaction.
- Follow up on all platforms, customer service and job related enquires in coordination with the brand principle.

**Omni Support**:

- Support and growth of ecommerce-based orders in stores, including same day pick-up, in-store pickup, ship-to-store, kiosk, and other methodologies as they develop.
- In collaboration with Web Operations & Fulfillment, support the programs to ensure that procedures are followed to maintain the integrity of the service provided, the sales data collected and the inventory across all channels.
- Work with the E Commerce Sales Manager to identify, build and execute program improvements and enhancements.
- Address inquiries and issues of customers who reach out to HO, and when necessary, collaborate and coordinate with District Managers and Store Teams to ensure a quick and appropriate resolution.

**Institutional & Trade Sales**:

- Develop new existing ecommerce institutional and trade customers.
- Support stores in the development of new and managing existing institutional and trade customers.

**Key responsibilities**:

- Monitor and be the main point of contact for vendors in all day-to-day operations and interface with other functional areas, including Marketing, Stores, Logistics, Finance, Customer Experience, and IT.
- Support evaluation of customer feedback and optimization of processes and systems to continually improve customer experience and service level delivery.
- Monitor payment performance and approval rate and resolve any frictions in the order flow.
- Create reporting on all relevant KPI and SLA.
- Provide analysis of existing markets to determine best practices and necessary localizations.
- Make sure that all processes and new features are documented, and relevant information will be provided to our customer experience team.
- Support and lead small and mid-size projects within the responsibility area by playing an active role in project and/or providing requirements, documentation, and UAT Experience.

**Skills and Attributes**:

- Outstanding written & verbal skills in English (multi-lingual abilities considered an asset)

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