E-commerce Operations and Customer Service

7 months ago

North York, Canada Straga Products Full time

**Location**: Straga Products, 307 Supertest Rd., Toronto, ON, M3J 2M4

**Hours**: Mon-Fri, 7am-3:30pm, rotational remote customer service coverage ( 2hrs per day)

**About Straga Products**:
We are a leading manufacturer and direct-to-consumer retailer of personalized and non-personalized natural hardwood products, from elegant cutting boards to bespoke furniture. At Straga Products, our mission is to blend craftsmanship with technology, providing our customers with high-quality, custom-made products.

Our small, dedicated team thrives in a dynamic environment that encourages creativity, precision, and customer satisfaction. This position involves a blend of operational, customer service, and administrative tasks aimed at optimizing e-commerce processes and enhancing customer satisfaction. Below are detailed responsibilities for this role:
**E-commerce Operations Responsibilities**:
**-Order Management**: Oversee the entire order fulfillment process, from entry through to shipping, ensuring orders are processed efficiently and accurately utilizing internal software, programs, and systems

**-Inventory Management**: Monitor and manage inventory levels to prevent stockouts or overstock situations. Coordinate with suppliers or the internal team to replenish inventory as needed.

**-Website and Marketplace Management**: Maintain and update product listings across various e-commerce platforms (such as Amazon, Etsy, WooCommerce, etc.) to ensure accuracy and optimize for search engines.

**-Data Analysis**: Collect and analyze sales data, customer feedback, and market trends to recommend improvements to the e-commerce strategy.

**-Technical Issues Reporting**: Report as able any technical issues on the e-commerce site or platforms negatively impacting customer’s experience

**Customer Experience Responsibilities**:
**-Communication Management**: Initiate communication with customers regarding order confirmations, shipping updates, and any issues that may arise during the order fulfillment process.

**-Feedback Collection**: Implement and manage systems for collecting customer feedback on products and the shopping experience. Use this feedback to make improvements.

**-Returns and Exchanges**: Manage the returns and exchanges process, ensuring it is customer-friendly and efficient. Analyze return reasons and co-ordinate re-stocking or re-shipping as needed.

**-Customer Relationship Management (CRM)**: Maintain customer databases, tracking interactions and transactions. Use CRM data to personalize customer communications and offers.

**Administrative and Miscellaneous Responsibilities**:

- **Reporting**: Generate regular internal reports on e-commerce metrics, customer service statistics, and operational efficiency.
- **Policy and Procedure Development**: Contribute to the development and refinement of operational policies and procedures to improve workflow and customer satisfaction.
- **Training**: Participate in training team members on shipping related practices, customer service best practices, and company policies as necessary.

**Job Types**: Full-time, Permanent

**Salary**: $19.00-$20.00 per hour

Expected hours: 40 - 44 per week

**Benefits**:

- Casual dress
- Company events
- On-site parking
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Overtime pay

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Data entry: 1 year (preferred)
- Customer service: 1 year (preferred)

Ability to Relocate:

- North York, ON M3J 2M4: Relocate before starting work (required)

Work Location: In person

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