Customer Experience Warrior

3 weeks ago

St Catharines, Canada CHEEKBONE BEAUTY COSMETICS INC. Full time

Cheekbone Beauty is seeking a new Customer Experience Warrior Cheekbone Beauty is a digitally native, direct to consumer, socially conscious cosmetic brand. As a purpose-driven company, we exist to empower Indigenous youth by representing their faces and culture. The beauty industry has never satisfied this role, but Cheekbone Beauty is committed to filling that gap while crafting a high-quality line of sustainable colour cosmetics. Cheekbone Beauty is a fast-growing beauty brand that is ready to share our mission and purpose with the world. Cheekbone Beauty is headquartered in St. Catharines, Ontario, Canada and leverages the power of the digital world and social media to connect with its community.

**Job Purpose**

As part of our Community Experience team, the Community Experience Warrior will be delivering a best-in-class customer experience from the front-facing customer support to the picking and packing of online orders for our Cheekbone Beauty Community.

**Duties and Responsibilities**:

- Community Support_
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Respond promptly to community inquiries.
- Proactively respond to and resolve customer communications, requests, and issues.
- Stay up-to-date with product knowledge to be able to proficiently answer community questions.
- Keep accurate records of community interactions, transactions, comments, and complaints.
- Communicating, and coordinating with colleagues cross-departmentally as needed.
- Provide feedback on the efficiency of the community experience process.
- Ensure customer satisfaction, and provide professional community support.
- Leverage data insights to improve community experience.
- Train and onboard new CEWs
- Shipping_
- Print packing slips for online and wholesale orders.
- Create and print shipping labels with tracking information.
- Fulfill shipments and orders in Shopify.
- Create commercial invoices as needed for international shipments.
- Pack online and wholesale orders for daily pickups.
- Box, wrap, and pack merchandise according to current Cheekbone SOPs, or client compliance guidelines
- Packaging & Labelling_
- Packaging and labelling of products when received from supplier.
- Package and label according to minimum hourly and daily targets.
- Receiving & Quality Control_
- Perform best practices when receiving orders from suppliers.
- Confirm quantities received according to packing slips.
- Receive confirmed quantities into Shopify transfers.
- Keep track of all products that do not pass Cheekbone QC standards, and flag to Operations Manager.
- Inventory Management_
- Flag to Operations Manager when we have reached minimum inventory levels for products to be re-ordered.

**Qualifications**:

- Minimum 2+ years working in a customer facing environment, retail, hospitality or guest services role.
- Exposure and working knowledge of customer service and social media operations for ecommerce and B2C industry.
- Very strong written, verbal, and communication skills.
- Willing to be hands-on, yet strategic.
- Ability to make sound decisions confidently using intuition and data.
- Autonomous work style yet has a strong sense of collaboration, urgency, creativity, and results driven.
- Very self-driven and motivated.
- Thrives in a fast-paced environment, flexible to pivot with competing priorities, and provide timely crisis management.
- Willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
- Resilient, tenacious, and high energy. Able to rapidly bounce back from adversity.

**Working Conditions**:

- Shift work, daytime, evenings, and weekends.
- Flexible to support in any department based on the needs of the business.

**Physical Requirements**:

- Heavy lifting
- Standing for long periods of time

**What Cheekbone Beauty Believes**:
We are mission and purpose driven. Cheekbone Beauty is a young, energetic, dynamic, growing cosmetics company. We provide a comprehensive compensation package including a competitive wage, employee benefits package, and paid vacation days.

**Job Type**: Part-time

**Salary**: From $20.00 per hour

Flexible Language Requirement:

- French not required

Schedule:

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

**Experience**:

- Customer relationship management: 2 years (required)

Work Location: In person

Application deadline: 2023-08-11

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