Representatitve, E-Commerce Operations & Client Service
Representatitve, E-Commerce Operations & Client Service
Birks. Pur enchantement.
Established since 1879, Birks is a luxury jewellery store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each and every one of our clients.
As a Representative, E-Commerce Operations & Client Service for our Birks Corporate Office, located in Downtown Montreal, you will get to embody our belief in the promise of a brighter tomorrow through each interaction. As such, you will get to work in a highly motivated team that values excellence, hard work and team work.
Rest assured that we are respecting recommendations set out by our Federal and Provincial governments regarding social distancing. Any interviews with potential candidates will conducted over the phone as well as by video teleconference.
Seriez-vous notre perle rare?
Under the general supervision of the E-Commerce Manager, the Specialist, E-Commerce Operations & Client Service will be responsible for daily e-commerce order fulfillment, ensuring follow-ups with relevant departments, as well as assisting with updates and maintenance to product information on the website. The incumbent will also be responsible for providing excellent customer service, answering general customer inquiries via phone and email, resolving customer complaints and liaising with Retail stores and other relevant internal departments.
To do so, the Representative, E-Commerce Operations & Client Service will be expected to…
- Review incoming e-commerce orders from Magento and action accordingly
- Review fraud verifications and coordinate with Credit department for suspicious, high-risk orders
- Search other warehouses for inventory when items not available in Distribution Centre
- Create transfer orders for merchandise when applicable, ensuring follow-ups with stores and/or Brand Management
- Change sales orders to ready to ship once stock has been allocated
- Coordinate with Distribution Centre and other relevant departments on e-commerce order statuses
- Coordinate engraving requests with Distribution Centre and Product Development team
- Process returns, when applicable
- Cancel orders, when applicable
- Assist E-Commerce Manager with updating and maintaining product information online, including: product descriptions, images, style attributes, shipping restrictions, style categories, titles and any enhanced product content, as well as inventory and pricing
- Answer incoming customer inquiries by phone or e-mail (including but not limited to products, services, store hours, web order statuses, back-order delays, etc.), clarifying customer concerns and questions by consulting and following up with appropriate departments to ensure resolution within designated SLAs, and dispatching to Retail store representatives when required
- Respond to customer complaints, in accordance with Client Service procedures and protocol
- Provide technical support to customers experiencing website problems, including talking customer through any difficulties, placing orders on behalf of customer when necessary and notifying E-commerce Manager of recurring technical issues
- Work closely with the E-Commerce Manager to troubleshoot problems with the online customer experience and provide insight on enhancement opportunities
- Provide support to Social Media Manager for social media inquiries
- Maintain product and service knowledge by attending trainings and workshops
- Maintain customer records by updating account information, such as customer profiles and notes regarding previous communications
- Review fraud verifications and coordinate with Credit department for suspicious, high-risk orders
- Search other warehouses for inventory when items not available in Distribution Centre
- Create transfer orders for merchandise when applicable, ensuring follow-ups with stores and/or Brand Management
- Change sales orders to ready to ship once stock has been allocated
- Coordinate with Distribution Centre and other relevant departments on e-commerce order statuses
- Coordinate engraving requests with Distribution Centre and Product Development team
- Process returns, when applicable
- Cancel orders, when applicable
- Assist E-Commerce Manager with updating and maintaining product information online, including: product descriptions, images, style attributes, shipping restrictions, style categories, titles and any enhanced product content, as well as inventory and pricing
- Answer incoming customer inquiries by phone or e-mail (including but not limited to products, services, store hours, web order statuses, back-order delays, etc.), clarifying customer concerns and questions by consulting and following up with appropriate departments to ensure resolution within designated SLAs, and dispatching to Retail store representatives when required
- Respond to customer complaints, in accordance with Client Service procedures and protocol
- Provide technical support to customers experiencing website problems, including talking customer through any difficulties, placing orders on behalf of customer when necessary and notifying E-commerce Manager of recurring technical issues
- Work closely with the E-Commerce Manager to troubleshoot problems with the online customer experience and provide insight on enhancement opportunities
- Provide support to Social Media Manager for social media inquiries
- Maintain product and service knowledge by attending trainings and workshops
- Maintain customer records by updating account information, such as customer profiles and notes regarding previous communications
Our ideal candidate has…
EDUCATION
- College degree or equivalent work experience
EXPERIENCE
- 1 to 2 years’ experience in Customer Service, or a similar position
- 1 to 2 years’ of relevant experience in E-Commerce and/or order fulfillment
- Data entry experience
SKILLS
- Fully bilingual (English, French)
- Excellent written and verbal communication skills (English, French)
- Strong people skills
- Strong attention to detail and ability to multi-task
- Time management, analytical, problem solving and decision-making skills
- Proficient with web-based applications and common software
- Solid knowledge of MSOffice (Word, Excel, PowerPoint and Outlook)
- Knowledge of Magento and/or D365, an asset
Notre promesse d'enchantement
In return for your commitment to excellence, we offer…
- Competitive earnings
- Social benefits
- Wellness program
- Award and recognition programs
- Innovative and unique training programs
- Employee discounts
At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships.
Come join us at Birks, and let your true self shine!
Are you the gem we are looking for?