Customer Care Associate

7 months ago

Vancouver, Canada Moe's Home Collection Full time

**ABOUT US**:
Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities.

We’re a people-first company and what we do wouldn’t be possible without our customers. For this reason, we like to say that our collections are always customer curated. Join our flexible work culture and team of creative and passionate individuals.

The mission of our Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish.

Reporting directly to the Customer Care Supervisor, the Customer Care Associate, Wholesale will bring excellent organizational skills to manage orders from receipt to shipment, including order entry, scheduling, order verification, issues resolution, and data management.

**DUTIES & RESPONSIBILITIES**:

- Build and maintain rapport with key customers
- Manage all customer inquiries; ensuring customer expectations are met and exceeded
- Accurate entry of orders, returns, and other data into our ERP system, within defined quality standards and departmental KPI’s
- Schedule orders according to current manufacturing capacity
- Communicate order changes and status in a timely and professional manner
- Act as a customer liaison with the appropriate internal departments (i.e. Sales)
- Maintain Customer Records in our ERP system
- Meet and maintain department/team reporting metrics
- Provide backup to other customer service staff in the department

**SKILLS & QUALIFICATIONS**:

- 1+ year of customer service or order management experience in a high-volume environment
- Intermediate to advanced computer skills including Microsoft Office, navigating the web, and ability to type 50+ wpm
- High School diploma required
- Professional written and verbal proficiency in English
- Excellent telephone etiquette and ability to de-escalate customer concerns

**WHAT WE OFFER**:

- Competitive salary plus bonus.
- Comprehensive benefits plan (health, dental, vision) with enhanced coverage for mental health resources.
- Three weeks of vacation in your first year.
- Hybrid environment with the opportunity to work remotely for two weeks per year.
- Casual, dog-friendly, and open office with views of downtown Vancouver and the North Shore mountains.
- Stocked kitchen with snacks, fresh fruit, coffee, and tea.
- Ergonomic workstations with sit-stand desks.
- Free electric vehicle charging at our head office.
- Generous product discounts for yourself, friends, and family.
- Professional development opportunities.
- Office gym and free weekly spin classes at Ride Cycle Club (locations in Vancouver, Calgary, and Toronto).

The salary range for this role is currently budgeted at 40,000 - 45,000 annually.

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