Customer Service Associate

**Job Title: Customer Service Associate**

**Reports To**:Customer Service Supervisor

**Department**: PenguinPickUp

**Locations**:
1568 West Broadway, Vancouver B.C V6J 5K9

1823 Robson St, Vancouver B.C V6G 1E4

**Position Summary**

As a Customer Service Associate, you are tasked to provide customers with an exceptional experience by quickly and efficiently attending to their orders and ensuring they leave our store satisfied every time. Part of this process includes ensuring all orders are received and organized in a timely manner such that they are easily and quickly accessible to anyone on staff to be able to immediately service our customers.

**Responsibilities**:
The specific duties and responsibilities for this position include but are not limited to the following:

- Receiving and organizing deliveries as per the work instructions;
- Continuously handling packages throughout the day weighing 50lbs which includes, sorting items by courier and partnerships and placing packages on designated racks. Packages over 50lbs and/or awkward in size or shape will require team lift;
- Must be able to work in varied outdoor temperatures and sustain physical activity levels over time;
- Being able to continuously lift up to 50lbs, squatting, standing for a prolonged period and walking throughout the shift while adhering to all Health and Safety requirements;
- Servicing customers at front desk by delivering their packages and/or food orders;
- Returning packages to sender from courier companies and partnership;
- Overseeing and preparing temperature-controlled food items for delivery drivers;
- Continuous lifting of temperature-controlled totes, handling and organizing food orders to their appropriate temperature-controlled environment;
- Maintaining a clean and safe environment inside and outside of the locations including but not limited to; shoveling, rearrangement of packages, daily cleaning opening and closing tasks to be completed;
- Notifying clients that packages are ready for pick up;
- Tracking & reporting key statistics as requested;
- Tracking and reporting deliveries as needed;
- Helping courier drivers with incoming deliveries;
- Processing sales for outgoing packages using POS terminal;
- Maintaining a clean and safe physical environment including but not limited to shoveling snow, salting and general clean up;
- Following all processes as outlined in the by the PenguinPickUp Handbook;
- Work towards achieving individual and unit sales targets;
- Organize, clean and straighten shelves, products and signage;
- Other duties that may be assigned from time to time.
- Work on assigned projects by Leads/Supervisor.

**Academic/Professional Requirements**:

- Minimum a High School Diploma or equivalent, or currently in process;
- Additional designation/certification is an asset.

**Required Skills/Experience**:

- One (1) to two (2) years of experience delivering exceptional customer service;
- One (1) to two (2) years of experience in sales; promoting products and services;
- One (1) to two (2) years of experience in Excel;
- Must be able to adapt to high volume / fast paced environment;
- Maintain a positive attitude when faced with difficult situations;
- Enjoy working in a team environment or on your own;
- Must be organized and able to multitask and prioritize workload;
- Strong oral and written communication skills and ability to interact with people of all levels;
- Must be willing and able to work shift work and work overtime as per business and operational demands;
- Must be computer literate and comfortable operating and understanding new technologies;
- Must be at least 19 years of age to handle packages from online cannabis retailers;
- Serving it Right certification is an asset.

**Working Conditions & Examples of Types of Items Delivered**:

- Must be able to work in varied outdoor temperatures and sustain physical activity levels over time, continuously being able to lift, up to 50 lbs., squatting, standing for a prolonged period and walking throughout shift;
- Wear safety shoes throughout the shift, adhering to all Health and Safety requirements;
- Must be willing and able to wear the required uniform;
- Maintain a clean and presentable appearance at all times.

Examples of Types of Items Delivered
- Books, Electronics, flat screens
- Home goods, fans, mattresses, rugs, dressers
- Small to large clothing items
- Cosmetics
- Flooring, Hardware tools
- Groceries - Ambient, Refrigerated and Frozen items

**Values**

PenguinPick-Up Associates are **Client Focused**. We know that our clients are very busy, and we strive to make our clients experience as **Convenient **and easy as possible. We believe that **Team Work** is the only way we will be able to deliver our consistent world class service at every Penguin Pick-Up location.

We are an equal opportunity employer committed to an inclusive and accessible recruitment and selection process. If you are contacted about an employment opportuni