Job Description
ABOUT US
Design made simple for the modern home. Our passion lies in furniture and design and it is the fuel that drives our business. We started out as 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.
Reporting to the Customer Care Supervisor, the Customer Care Associate is responsible for managing orders from receipt to shipment including order entry, scheduling, order verification, issues resolution, data management, and following up on queries. Additional responsibilities include assisting customers with product information, processing change orders, and supporting the Regional & National Sales Managers.
We take pride in our Customer Care Team providing exceptional customer service; our team members are experts at driving sales, solving problems, and ensuring we deliver the kind of customer service people rave about.
You are organized, detail-oriented, authentic, and passionate about serving customers.
DUTIES & RESPONSIBILITIES:
- Provide ultimate customer service to our customers and Sales team
- Build and maintain rapport with key customers
- Manage all customer inquiries; ensuring customer expectations are met and exceeded
- Accurate entry of orders, returns, and other data into the ERP system, within defined quality standards and departmental KPI’s
- Schedule orders according to current manufacturing capacity
- Provide order status information to customers
- Communicate order changes in a timely and professional manner
- Act as a customer liaison with the appropriate internal departments
- Maintain Customer Records in the ERP system
- Meet and maintain department/team reporting metrics (Key Performance Indicators)
- Provide backup to other customer service staff in the department
SKILLS & QUALIFICATIONS:
- Organized and self-efficient
- Intermediate to advanced computer skills including Microsoft Office, navigating the web, ability to type 50+ wpm
- Excellent written and verbal communication skills in English
- High school diploma required
- 1+ year customer service or order management experience
- Self-motivated, with an aptitude for attaining customer satisfaction
- Able to multitask, prioritize, and organize tasks to meet deadlines
- Exceptional written and verbal communication skills and interpersonal skills
- Excellent telephone etiquette and ability to diffuse customer emotions
- Ability to work well independently and as a member of a team
- Proficiency in Microsoft Office (Outlook, Excel, Word)
- Ability to work well under pressure
- Detail-oriented
- Order Management experience in a high-volume environment preferred
WHAT WE OFFER:
- A competitive salary plus bonus
- Comprehensive benefits plan (health, dental, vision)
- Work-life balance – work Monday to Friday.
- Generous product discounts
- Professional Development Opportunities
- Free weekly classes at Ride Cycle Club
- Monthly lunches from Field & Social
- Casual and dog-friendly office
- Kitchen stocked with coffee and tea
- Modern, open office with views of downtown Vancouver and mountains
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