Customer Care Team Lead

3 days ago

Vancouver, Canada Moe's Home Collection Full time

**OVERVIEW**:
Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities.

We’re a people-first company and what we do wouldn’t be possible without our customers. For this reason, we like to say that our collections are always customer curated. Join our flexible work culture and team of creative and passionate individuals.

The mission of our Customer Care department is to provide exceptional service and support to our customers by delivering a responsive, seamless experience from start to finish.

Reporting directly to the Customer Care Supervisor, the Team Lead, Customer Care will bring excellent organizational skills to manage orders from receipt to shipment, including order entry, scheduling, order verification, issues resolution, and data management. Additionally, the Team Lead will support the Supervisor with Associate escalations and support on operational duties and projects, as required.

**DUTIES & RESPONSIBILITIES**:
**DAY-TO-DAY (80%)**
- Support customers with managing orders as needed throughout the purchase process
- Provide customers with timely communication on updates to existing orders as needed
- Manage bulk communication to customers on order updates as needed
- Support and drive sales transactions with customers
- Support customers with logistics execution and problem solving
- Support retail with inquiries from customers in the showroom
- Manage product return requests from customers through approval
- Manage customer reviews on external platforms

**DEPARTMENT MANAGEMENT (20%)**
- Approve escalations from Customer Care Associates related to orders
- Support Customer Care Associates with questions relating to orders, processes, product and escalations
- Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
- Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
- Support on department projects, as required

**QUALIFICATIONS & REQUIREMENTS**:

- 1 - 2 years of Customer Centre, Customer Care experience and/or order management in a high-volume environment
- Excellent written, verbal and interpersonal communication skills
- Strong ability to understand customer needs and diffuse contentious situations while remaining calm, informative and friendly
- Confident in multitasking, prioritizing and organize tasks to meet deadlines and increase efficiency
- Detail-oriented
- Works well under pressure, independently and as a member of a team
- Intermediate to advanced computer skills including Microsoft Office suite, navigating the web and ability to type 50+ wpm
- Experience with Shopify or e-commerce platform an asset

**WHAT WE OFFER**
- Be part of a growing business
- Comprehensive benefits plan (health, dental, vision)
- Generous product discounts
- Free weekly classes at Ride Cycle Club
- Kitchen stocked with coffee and tea
- Modern, casual, and open office with views of downtown Vancouver and mountains
- Competitive salaries Professional development opportunities

The Salary range for this role is $46,000 - $52,000 per year

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