Customer Experience Team Member

**About VC Ultimate**

VC Ultimate is a custom uniform and performance apparel company that puts its community and values above profit. Product quality and customer service are paramount to VC, a dynamic and expanding business started in 1998 and located in Toronto.

**Objective**

Provide VC customers with the absolute best, proactive and friendliest customer service possible.

**Reports to**:This position works in collaboration with the sales and customer service team, as well as our online store and production managers.

**Areas of Responsibility**
- **Customer service**:

- **Order processing**:

- **Other projects (marketing/inventory/general assistance) and tasks as assigned**

**Customer Service**
- Be the in-office eyes, ears and physical helper of the remote sales team.
- Reply to initial customer inquiries to ensure that the sales representative has the information they need to provide a proper response, including customer location, products and customization required, approximate quantities, design requirements, etc.
- Master of the order system submission process: taking (partially) disorganized info, organizing it and getting it into where production can process the information.
- Ensure all customers and order activity are properly and completely recorded in VC’s CRM and production systems.
- Ensure all orders properly progress through the customer service communication progression.
- Act as a liaison between the online store team and sales representatives, production coordinators and customers once orders have been processed, providing proactive updates and post-delivery check-ins.
- Working with the quality assurance and shipping team to communicate any issues, updates including tracking numbers and package contents, and ensure shipments are delivered without issue, on time.
- Coordinate the solutions to any customer service situations to ensure customers are taken care of as per VC’s standards, ensuring that all customer complaints/issues are properly recorded and all required information is received, such as original order number, product details, issue specifics and photos.
- “Own” all customer service issues until they are 100% resolved, as confirmed by the customer.
- Understand the VC ordering process for online custom team stores.
- Compile customer-provided Google-based documents and Excel sheets, as well as internal event merchandise plans, and enter information perfectly into our order systems.

**Marketing Assistance**
- Act as the sales team’s “eyes on the ground” in the office, sending customers friendly messages and stylized photos of their orders in process to get them excited.
- Provide the social media team with photos of event merchandise to promote VC’s attendance at events.
- Source and create databases of potential customers, answering initial customer information requests and providing detailed introductions to sales representatives.

**Organizational Support**
- General production assistance such as online store inventory check-ups and ordering.

**Technical Considerations**
- Proficiency with Microsoft Office (Word, Excel) and social media is essential.
- Experience with Adobe Illustrator and Shopify is beneficial.
- Must be fluent in English (written and oral) with **excellent written communication skills**. Call centre experience not required or particularly relevant.
- On-site/virtual training provided for the entire scope of work.
- Sales and/or customer service experience.
- Extreme attention to detail, highly organized and focused.
- Curiosity; if something seems odd/wrong, it often is (best to catch it before production).
- Friendly, professional, positive, and creative.
- Self-starting and motivated, a team player who can prioritize and manage multiple projects with tight deadlines and mínimal supervision.
- Written and spoken French is an asset.

relating to customer service and company policies, including being able to weigh the impact of a varying kind of situations, and affect solutions to complex strategies or problems.

**Want to join our team?**

**Job Type**: Part-time
Part-time hours: 14-22 per week

**Salary**: $20.00-$22.00 per hour

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Flexible schedule
- On-site parking
- Paid time off
- Store discount

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

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

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (required)

Work Location: One location