Web Operation Coordinator

4 days ago

Montréal, Canada Boutique La Vie En Rose Full time

Join a diverse and talented team

For years now, we’ve been designing lingerie and swimwear for everyday living. Why do we do what we do? Because we want women around the world to look and feel their best Join our dynamic team to start a stimulating professional career in a committed and constantly evolving environment.

We’re a proudly local company with more than 3,500 employees and more than 275 stores across Canada and in 17 countries around the globe (100 stores).

Exclusive job perks
- 50% discount on all products;
- Flexible hours;
- Hybrid work from home schedule (head office);
- Opportunities for advancement within the company;
- Being part of a family-owned business committed to the community;
- Performance bonuses (in-store sales or management position);
- Recognition program for years of service;
- Innovation program to encourage idea sharing;
- Referral bonus ;
- Dayforce Wallet (pay on demand: you’ll be able to access a portion of your pay as soon as your shift ends).

**For full-time employees**:

- Group insurance plan;
- Three (3) to five (5) paid personal days (depending on the position);
- Minimum of 2% employer contribution to your RRSP.

Purpose of the role

Under the supervision of the Customer Service and Operations Manager, the incumbent of this position must have excellent customer service skills, coordination and be passionate about customer service. The incumbent of this position must provide support for the proper functioning of the department in addition to coordinating the various daily activities in collaboration with management. In addition, he will participate in the development of various strategies to improve the processes currently in place.

Tasks
- Ensure the good maintenance of the relationship with the web ordering teams in stores (FFM), the distribution center team and the replenishment team to ensure that the processing of orders meets customer expectations;
- Act as a resource person for customer service representatives and maintain good communication with the stores, the distribution center and the head office;
- Ensure the good performance of the customer service department and chat and e-commerce operations;
- Coordinate and plan the work of customer service representatives in collaboration with management;
- Handle calls when customer complaints need to be escalated to a higher level;
- Ensure that employees have all the technical support, equipment and assistance necessary to provide impeccable customer service;
- Participate in the development and implementation of tools and work methods that promote productivity and quality of customer service;
- Replace and assist with customer service tasks, as needed;
- Perform any other tasks requested by the manager.

Exigences
- 2 to 3 years of experience in customer service;
- Experience in the field of retail;
- Experience in team management;
- Good understanding of best practices in e-commerce;
- Perfectly bilingual in French and English, orally and in writing;
- Ability to manage several projects simultaneously and good management of priorities;
- Ability to solve problems quickly;
- Excellent knowledge of the MS Office suite;
- Ability to work under mínimal supervision.

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