E-commerce Customer Experience Lead

1 week ago

Vancouver, Canada Frankie Collective Full time

**FRANKIE COLLECTIVE**

Welcome to Frankie Collective, a dynamic and innovative company at the intersection of fashion and sustainability. At Frankie Collective, we redefine the boundaries of style by breathing new life into pre-loved garments and transforming them into unique, trend-setting pieces. As a trailblazer in the upcycling movement, we pride ourselves on our commitment to reducing fashion waste and promoting eco-conscious choices. Our team is driven by creativity, passion, and a shared dedication to reshaping the fashion industry. Join us in our mission to inspire individuals to express themselves through sustainable fashion, and contribute to a future where style and environmental consciousness seamlessly coexist.

If you are enthusiastic about making a positive impact, embracing creativity, and pushing the boundaries of fashion, Frankie Collective is the place for you.

Are you ready to make an impact?

**POSITION: Customer Experience Lead**

As the Customer Experience Lead, you will report to the Manager of E-commerce and serve as an instrumental component of a vital team in the organization. In this role, you will:

- Work with Manager of E-commerce to develop the long-term Consumer Experience strategy with an emphasis on driving engagement and conversion
- Manage daily business functions of online experience such as inventory, sales, and resolving potential digital issues
- Practice continuous improvement, identify opportunities for process optimization, technology integration and innovation to enhance operations quality and efficiency

**RESPONSIBILITIES**:
As our Customer Experience Lead, your daily responsibilities would look something like this:

- Be the first point of contact for all Frankie related customer inquiries online
- Respond to all customer inquiries, concerns, and client service opportunities
- Manage and monitor incoming inquiries through our ecommerce platforms
- Responsible for online order fulfillment, packaging, and shipping
- Manage fulfillment and vendor relations such as Canada Post, USPS, UPS and FedEx.
- Assisting with pulling orders and shipping as needed
- Assist with Shopify
- Responsible for Customer Service Asana organization and planning
- Ensure workflows are maximized for efficiency, security, and compliance

**POSITION REQUIREMENTS & COMPETENCIES**:

- Zendesk & Shopify experience is not a requirement but an asset
- Interest in the retail fashion industry and trends
- Time management to meet daily tasks and timelines
- Team player that promotes a positive team environment
- Organized & strong attention to detail
- Self-starter
- Works well independently and as a team player

**PERKS & BENEFITS**
- Product discount
- Benefits

Frankie Collective is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment regardless of race, ethnicity, religion, sex, gender expression, marital status, age, sexual orientation, and any other protected characteristics.

**Job Types**: Part-time, Permanent

Pay: $18.00 per hour

Expected hours: No less than 16 per week

**Benefits**:

- Casual dress
- Company events
- Flexible schedule
- On-site parking
- Store discount

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Service: 2 years (required)

Work Location: In person

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