Job Description
REPORTING TO THE E-COMMERCE MANAGER AND SUPERVISED BY SENIOR ORDER FULFILLMENT SPECIALIST, ORDER FULFILLMENT PERSONNEL ARE PRIMARILY RESPONSIBLE FOR FULFILLING CUSTOMER WEBSTORE ORDERS; ACCEPTING AND PROCESSING ON-LINE ORDERS IN THE POS SYSTEM; LOCATING, PREPARING AND PACKAGING MERCHANDISE; LABELLING PACKAGES; ENSURING THE ACCURACY OF ORDERS TO BE SHIPPED OR PICKED UP. THEY INTERACT WITH CUSTOMERS VIA EMAILS OR ON THE PHONE AND DURING CURBSIDE AND IN-STORE PICKUPS; RESOLVING ANY CUSTOMER SERVICE ISSUES WHILE DELIVERING THE BEST POSSIBLE CUSTOMER EXPERIENCE.
MAIN DUTIES
- Comply with company policies and procedures; supporting company mission, values, and standards of ethics and integrity
- Responsible to meet or exceed all goals and key performance indicators (KPIs) as applicable.
- Verify, accept and process orders in the POS system
- Order Picking - picking a wide variety of products
- Order Packing - taping boxes, wrapping products in bubble wrap, packing products securely
- Prepare invoices for shipments and arrange for pick up or for shipping via Canada Post and UPS (entering addresses, printing and sticking labels)
- Communicate with customers via email or phone to resolve any customer service issues such as substitutions or cancellations
- Follow up on out of stock and special orders
- Follow up on orders not picked up and cancel if necessary
- Prepare daily digest sales report
- Check customer ID and credit cards against order information at point of delivery to customer
- Notify Floor Managers of dated/damaged/stolen product or empty packaging
- Notify Inventory Clerks and Buyers of out of stock items
- Keep department supplies filled and maintained
- Clean and organize office and packing area
- Practice proper use, care and maintenance of all tools and equipment required by the position
- Know and practice proper lifting techniques
- Report safety concerns, violations and hazards immediately to the Floor Managers
- Effectively communicate with all Team Members regarding proper department operations
- Answer telephones, when time permits, as per company protocols and with proper etiquette
- Attend all department, store and training meetings when scheduled
- Maintain a calm demeanor and manage issues professionally and respectfully in accordance with company standards.
- Act with integrity and trust, modeling behavior that respects employees, peers and customers in accordance with the core values of the Company.
- Comply with the standards, policies and procedures outlined in the Gourmet Warehouse Employee Handbook
- Perform any other duties as requested by management within entire store footprint.
QUALIFICATIONS, COMPETENCIES & EXPERIENCE:
- Must be able to work well and communicate effectively and positively with customers and Team Members
- Attention to detail and eye for consistency
- Reliability and punctuality
- Ability to take own initiative and work under own direction taking accountability and responsibility for actions.
- Able to multi-task in a fast-paced environment and maintain a professional demeanor under stressful situations
- Open availability for flexible scheduling including weekends and statutory holidays
- Ability to stand and walk for extended periods of time
- Ability to meet the physical demands of the job
WORKING CONDITIONS
- Hourly, part-time, generally scheduled 20 hours.
- Requires availability any day of the week.
- Physical ability to perform tasks that may require prolonged standing and other activities necessary to perform job duties.
- Minimally must be able to lift 15 pounds without assistance; may lift up to 40 pounds with or without assistance.
- Must be able to reach above and below shoulder height
- Ability to climb a ladder and use a stepstool
Job Types: Part-time, Permanent
Part-time hours: 20 per week
Salary: $17.00 per hour
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
- Store discount
Flexible Language Requirement:
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Holidays
- Weekends as needed
Ability to commute/relocate:
- Vancouver, BC V5L 1S3: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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