Specialist E-commerce Operations

**BIRKS. PURE DELIGHT.**

Established since 1879, **Birks **is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each and every one of our clients.
- As a **Representative, E-Commerce Operations & Client Service** for our **Birks **Corporate Office, located in Downtown Montreal, you will get to embody our**_ belief in the promise of a brighter tomorrow _**through each interaction. As such, you will get to work in a highly motivated team that values excellence, hard work and team work.
- **ARE YOU OUR HIDDEN GEM?**
- In Addition, the **Representative, E-Commerce Operations & Client Service** will be expected to
Review incoming e-commerce orders from Magento and action accordingly
- Review fraud verifications and coordinate with Credit department for suspicious, high-risk orders
- Search other warehouses for inventory when items not available in Distribution Centre
- Create transfer orders for merchandise when applicable, ensuring follow-ups with stores and/or Brand Management
- Change sales orders to ready to ship once stock has been allocated
- Coordinate with Distribution Centre and other relevant departments on e-commerce order statuses
- Coordinate engraving requests with Distribution Centre and Product Development team
- Process returns, when applicable
- Cancel orders, when applicable
- Assist E-Commerce Manager with updating and maintaining product information online, including: product descriptions, images, style attributes, shipping restrictions, style categories, titles and any enhanced product content, as well as inventory and pricing
- Respond to customer complaints, in accordance with Client Service procedures and protocol
- Provide technical support to customers experiencing website problems, including talking customer through any difficulties, placing orders on behalf of customer when necessary and notifying E-commerce Manager of recurring technical issues
- Work closely with the E-Commerce Manager to troubleshoot problems with the online customer experience and provide insight on enhancement opportunities
- Provide support to Social Media Manager for social media inquiries
- Maintain product and service knowledge by attending trainings and workshops
- Maintain customer records by updating account information, such as customer profiles and notes regarding previous communications
College degree or equivalent work experience
- 1 to 2 years’ experience in Customer Service, or a similar position
- 1 to 2 years’ of relevant experience in E-Commerce and/or order fulfillment
- Data entry experience
- Fully bilingual (English, French)
- Excellent written and verbal communication skills (English, French)
- Strong people skills
- Strong attention to detail and ability to multi-task
- Time management, analytical, problem solving and decision-making skills
- Solid knowledge of MSOffice (Word, Excel, PowerPoint and Outlook)
- Knowledge of Magento and/or D365, an asset

**OUR PROMISE OF DELIGHT**

At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships.
- In return for your commitment to excellence, we offer
Competitive earnings
- Social benefits
- Wellness program
- Award and recognition programs
- Innovative and unique training programs
- Employee discounts

Come join us at **Birks**, and **_let your true self shine_**

**Are you the gem we are looking for?