Customer Care

2 weeks ago

Vancouver, Canada Leah Alexandra Jewelry Full time

Leah Alexandra Jewelry is seeking a **full-time Customer Care & E-Commerce Manager** to join our **Vancouver** team Applicants must have a strong background in retail and/or customer service and be able to work well under pressure while multitasking. Working alongside the Studio Assistant, this individual will be responsible for day-to-day web order fulfillment. They will also be responsible for completing customer care related tasks and for taking care of e-commerce related tasks.

**QUALIFICATIONS**

Minimum 1 year of experience in a fast-paced retail environment/ customer facing position

Experience with Shopify is an asset

Excellent oral and written communication

Exudes a calm and collected demeanour with a natural ability to problem solve and resolve customer issues as they arise.

Ability to multitask and manage time efficiently

Interest in jewelry, fashion and social media

Creative, forward-thinking and self-motivated.

Must possess a positive attitude and an adaptable nature.

Attention to detail

**RESPONSIBILITIES**

**Customer Care**

Takes case-by-case approach to responding to customer inquiries where necessary.
Assesses customer inquiries with utmost care and consideration in order to prevent escalating customer interactions.

Must be knowledgeable about all customer care policies.

Completing returns, exchanges, and repairs.

Assesses problem pieces in order to report improvement opportunities to procurement.

Assisting with regular inventory counts for web order supplies and communicating with our warehouse when supplies are needed.

Answering phone inquiries.

Managing charity and donation requests.

**Web Order Fulfillment**
Works with the Studio Manager to process and fulfill online orders from Monday to Friday.

Utilize time management skills to ensure orders are shipped out on time.

Update orders as per miscellaneous customer requests to ensure they are sent out correctly.

Creates all shipping labels needed for online orders whether this be through our shipping software (Canada Post/USPS), or express carriers such as Fedex, or DHL.

Prepare web order materials at the end of each day to ensure efficient future order processing times.

Ensures efficient use of studio space for storing web order materials, especially during high-volume sales periods.

Working with the Studio Manager to ensure that web orders boxes and all additional packing items are always prepped in accordance with the volume of sales.

Organizes web orders for boutique pick-up.

**Interstore Transfers**

Preparing jewelry to be sent between our 3 retail locations

**E-commerce Responsibilities**
Works closely with the Creative Content Manager to complete tasks related to our e-commerce platform such as writing descriptions and providing measurements for new products, uploading new collections to the website, updating product information as necessary and re-merchandising the website.

This position is full-time.

Work Remotely
- No

Pay: $45,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid time off
- Store discount

Schedule:

- 8 hour shift
- Day shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Support & Client Services Occupations: 1 year (preferred)
- E-commerce: 1 year (preferred)

Work Location: In person

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