Aftersales Manager

**Responsibilities**:
**Lead the administrative work of Amazon/ Shopify aftersales**
- Customer Messaging/ Return Authorization Follow-ups
- Return logs - warehouse receiving, warranty reporting
- Order Refunds and Cancellations
- Issuing return labels

**Data log and data administration + reporting**
- Log aftersales data for product warranty reporting
- Extract and prepare reports on aftersales disclosures - product returns/ replacements by reason/ SKU/client/ etc.

**Understand customer concerns and lead the creation of required material to address customer issues**
- Listen to social voices and identify means to communicate solutions to address customer problems - social media/ product reviews/ channel reviews
- Engage with customers on social platforms relating to aftersales inquiries
- Identify the need and lead the development of FAQs/ Problem Prevention/ Troubleshooting/ Maintenance graphic and video material

**Identify and inform customer concerns related to product quality and improvements**
- Assess holistic aftersales performance in collaboration with product management team and determine areas for product improvement
- Coordinate the return and test procedures of return equipment for product improvement
- Log down key feedback and prepare insights reports on improving product quality
- Determine count of aftersales parts movement and forecast new part requirements for parts availability

**Experience & Skillset**:

- Proven experience in strong and consistent administration
- Ability to learn and use new platforms
- Experience with Amazon, Shopify an asset (not necessary)
- Strong proactive and reactive instincts
- Experience in contact center environment is a plus

We offer competitive compensation and benefits package. Join our team of dedicated professionals and contribute to our success in providing exceptional aftersales service.

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Application question(s):

- Do you have any experience administrating Amazon and/or Shopify platforms?

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Microsoft Office: 1 year (required)

Ability to Commute:

- North York, ON M3B 2M3 (required)

Work Location: Hybrid remote in North York, ON M3B 2M3