E-commerce and Customer Experience Specialist

Established in 1999, Empack Spraytech Inc. is a leading aerosol manufacturer, liquid filler, and custom contract packager. Located in Brampton, Empack manufactures products for a wide range of markets including personal care, household goods, automotive, computer care, industrial and outdoors. We offer private label programs and produce a range of products under our house brands that include emzone, zytec Germ Buster, Rebel hair care and SunZone.

**E-Commerce and Customer Experience Specialist**

The incumbent will be responsible for managing client relationships and customer retention. The incumbent will develop relationships with assigned customers, support them through the ordering process, provide company and product information, and solve any issues that may arise.

**What you will do**:

- Fully Manage the Amazon Account.
- Optimize online presence by managing listings and optimizing product visibility.
- Analyzing data and growing marketplace opportunities.
- Create reports and KPI’s.
- Be the primary point of contact for other assigned clients and provide them information including shipment status, price changes, inventory announcements and other important information.
- Be a main coordinator of B2B EDI systems and customer portals.
- Act as the customer’s advocate internally and coordinate any internal resources to resolve their requests.
- Navigate systems and reference materials to research customer issues and provide accurate information.
- Promptly submit orders efficiently and accurately while following-through to ensure customer requests are honored.
- Answer customer inquires and resolve customer issues that may arise with urgency and professionalism.
- Maintains integrity, honesty, and ethically deals with new and existing clients. Works quickly to solve any issues.
- Act as a backup to or support for other functions in the organization.
- Learn and follow all processes as instructed; escalate any processes that need to be updated.
- Efficiently multi-task and handle multiple deadlines simultaneously.

**What you will need to be successful**:

- E-Commerce account management experience
- Strong ability to make relationships with a diverse set of clients and internal teams.
- Excellent reading comprehension and problem-solving skills.
- Capable of working effectively in a fast-paced environment (independently as well as in a team environment).
- Experience with creating reports and KPI’s.
- Tech-savvy with above average working knowledge of MS Excel, Powe BI, MS Office, Outlook, MS Teams, and can quickly learn other technologies (customer portals, ERP software, CRM, etc.)
- Perform duties with a high level of accuracy.
- Strong problem-solving and conflict resolution skills.
- Ability to multi-task and easily adapt to current business trends.
- Effective customer service skills and easily makes customers feel at ease.
- Strong written, verbal, and interpersonal communication skills.
- Excellent reasoning and analytical ability.
- Empathy and understanding towards others, especially in stressful circumstances.
- Sales operations or project management experience in manufacturing or B2B environments is an asset.

Empack Spraytech Inc. is committed to the core values of equal employment. We are committed to treating people fairly, and with respect and dignity. We offer employment opportunities based on an individual's qualifications and experience, free from discrimination or harassment due to race, ancestry, place of origin, ethnic origin, colour, citizenship, creed, gender, sexual orientation, age, marital status, family status, disability, and any other legally protected class in accordance with applicable federal, provincial, and local laws. Empack Spraytech Inc. is committed to creating and maintaining an inclusive workplace. Applicants should advise Human Resources if they require any type of accommodation during the recruitment process.

Pay: From $50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Morning shift

Ability to commute/relocate:

- Brampton, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- E-commerce: 2 years (preferred)
- KPI and Report Generation: 2 years (preferred)

Work Location: In person

Application deadline: 2024-09-16
Expected start date: 2024-09-16