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About Us
Buffalo David Bitton is a leading fashion brand collective that designs, sources, markets, and sells high-quality products in the apparel, accessories, and beauty categories. The Company's portfolio includes licenses for more than 100 iconic brands. Buffalo David Bitton is headquartered in New York City, with offices in Montreal, Toronto, Los Angeles, Greensboro, London, and Hong Kong.
Our Mission
We are committed to delivering exceptional customer experiences through our e-commerce platform, ensuring that every customer interaction is personalized, efficient, and satisfying. Our team of experts is dedicated to providing top-notch support, resolving issues promptly, and exceeding customer expectations.
Job Summary
We are seeking a highly motivated and detail-oriented Customer Service Representative to join our growing team in Montreal. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, resolving issues, and ensuring a seamless shopping experience.
Key Responsibilities
- Assist customers with e-commerce orders, returns, exchanges, and respond to all customer inquiries via email and phone
- Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues
- Keep an ongoing template of customer service responses to customers, so we know how to respond to every situation. Continuously update case templates for improvements
- Track lost packages, submit and follow through on claims
- Follow up with the warehouse on any pending issues from customers. Ensure the warehouse responds and resolves.
- Work with warehouse on issues with return ASNs
- Manage customer service workflows and continuously think of customer service improvements. Stay on top of popular issues from customers and how we can improve
- Take initiative on product and size details, engage customer, recognize appropriate up-sell opportunities (i.e. inseam length, which size they should order, look in store, call store)
- Assist with Fraud Management and Chargebacks as needed
- Support additional areas of the e-commerce business including, but not limited to operations, merchandising, and QA efforts.
- Assist with the activation and receiving of new products on website, including categorization and merchandising
- Assist e-commerce team with online merchandising, site navigation, and ongoing QA on the website
- Assist with product markdown and promo process
- Partner with the Distribution Center and Logistics Team to troubleshoot issues as needed
Requirements
- Must have excellent interpersonal and communication skills, both written and verbal
- 3 years relevant experience in e-commerce, online retail, or project management
- Shopify or similar CMS experience preferred
- Candidate must be motivated, patient, consistent, and be exceptionally detail-oriented
- Must be able to work in a team environment, but also be a self-starter who works and solves problems independently
- Must be an analytical thinker and possess an ability to resolve issues quickly
What We Offer
- Industry-competitive salary
- Advantageous benefits plan (medical, dental, vision, telemedecine, and more)
- RRSP / DPSP (match up of up to 4%)
- Generous vacation
- Sick days
- Public Transit Discount (i.e STM)
- Casual wear
- Company Events
- Birthday gift
- Sample Sales
- Brand discounts
- Gym discount
- Training, development & career advancement opportunities
- D&I committee that is shaping the future of diversity, equity, and inclusion at Buffalo David Bitton through workshops, resources, and inspiring conversation.
