Ecommerce Business Specialist

4 weeks ago


Vancouver, British Columbia, Canada Purdys Chocolatier Full time
About the Role

We are seeking an Ecommerce Business Specialist to join our Digital and Direct Sales team based in Vancouver, BC. This individual will report to our Manager of Ecommerce-Customer Service and play a key role in boosting sales and enhancing customer service, particularly for business clients during busy periods.

The Ecommerce Business Specialist will collaborate closely with our fulfillment and merchandising teams, converting customer inquiries into sales. This person will also work with the sales manager to implement our outreach strategy.

Key Responsibilities
  • Offer customer support to ecommerce business customers
  • Interact with customers via all contact centre channels with a focus on business customers
  • Organize and execute tracking of seasonal call plans for ecommerce business customers
  • Process large and complex business orders and drive outreach initiatives with select CSRs
  • Coordinate preparation of customer quotes and estimates, issue replacement and refunds for incomplete, delayed and lost orders
  • Oversee management and customization requests
  • Responsible for order entry and tracking of third parties such as Reachdesk
  • Assist with general training of new Ecomm CSRs, escalations and provides leadership to select group of business CRS's
  • Assigns and monitors Business tickets and ensure adherence to SLA
  • Works with fulfillment team and merchandise team for smooth execution of large and customized business orders
  • Assists with handling of customer reviews
  • Helps with testing and bug tracking
Requirements
  • Post-secondary education
  • Strong sales and customer service skills
  • Familiar with MS Office Suite, mainly excel functions related to cleaning of data
  • Ability to work in a call center environment
Preferred Qualifications
  • Previous call centre/contact experience
  • Experience with data handling, order uploads and excel
  • Previous experience in working with business customers
What We Offer
  • Extended health and dental plan
  • Sickness and disability plans
  • RRSP matching program
  • Profit sharing depending on achieving business goals
  • Purdys perks (active lifestyle program, tuition reimbursement, employee discount, and much more)


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