Customer Service Lead

1 week ago

Victoria, Canada Viberg Boot Mfg Ltd Full time

Customer Experience Lead

The CX Lead is accountable for the fulfilment of ecommerce orders, responding to customer inquiries, and managing the full cycle of our inventory.

This role reports to the Marketing Campaign Manager.

**Responsibilities**:

- Accountable for the customer communications to ensure high customer satisfaction
- Prioritize and manage customer inquiries based upon urgency to ensure timely responses
- Add, edit, and manage product inventory and details including SKUs, product information, imagery, colorways, and stock takes etc to ensure inventory accuracy
- Fulfill all ecommerce orders including pick, pack, and shipping.
- Manage customer returns and report on any issues that can reduce returns
- Report on top sellers and dusty inventory to ensure visibility of opportunities to the leadership team
- Coordinate with shipping carriers to resolve issues or find custom solutions
- Coordinate and manage product flow and inventory availability from workshop to warehouse
- Coordinate with wholesale coordinator to maintain optimum seasonal/classic inventory levels

Must Haves
- 3+ years experience inventory management, logistics and customer service
- Strong written and verbal communications skills (spelling and grammar)
- Positive, outgoing attitude with empathy for customer concerns
- Sense of urgency to ensure orders are shipped on time
- Love of numbers, data and spreadsheets

Job Duties:

- Answer incoming customer inquiries
- Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
- Record and modify customer information within the database
- Engage with clients in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- Other duties as requested

Work remotely
- No

**Salary**: $23.00-$30.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Extended health care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: In person

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