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Ecommerce Business Gifting Specialist Alternative

2 months ago

Vancouver, British Columbia, Canada Purdys Chocolatier Full time
Job Overview

The Ecommerce Business Specialist reports directly to the Manager of Ecommerce – Customer Service and plays a key role in boosting sales and enhancing customer service, particularly for business clients during busy periods.

This individual collaborates closely with our fulfillment and merchandising teams, converting customer inquiries into sales. Additionally, this person works with the sales manager to implement our outreach strategy.

You will have the opportunity to:

  • 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.

  • Order Coordination & Outreach Initiatives

Processes large and complex business orders and drives outreach initiatives with select CSRs. Coordinate preparation of customer quotes and estimates, issue replacement and refunds for incomplete, delayed and lost orders. Oversees management and customization requests. Responsible for order entry and tracking of third parties such as Reachdesk.

  • Collaborate with CSRs and Assistance

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 fulfilment 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.

Salary Range: $20.00-22.00 per hour

Requirements and Qualifications

We are seeking an individual with:

  • 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

Prior experience in call centers or contact environments is considered an asset.

Benefits

As a valued member of our team, you can enjoy:

  • Extended Health & Dental Plan
  • Sickness and Disability Plans
  • RRSP Matching Program
  • Profit Sharing depending on achieving the business goals
  • Purdys Perks (Active Lifestyle Program, Tuition Reimbursement, Employee discount, and much more)