Job description
Silk & Snow is a Toronto based, digitally native business that offers thoughtfully designed bedding products with a frictionless customer experience. We are a small and highly collaborative team that works with one another seamlessly to enhance the customer experience. We are looking to add a creative, detail-oriented and proactive Customer Care Coordinator to join the Silk & Snow team.
The successful candidate will manage the day to day operations of our order fulfillment and continuously assist with the efficiency of our operations and logistics team. You’ll be the primary liaison between the Operations and Customer Service team and responsible to ensure issues regarding fulfillment of an order is resolved in a timely manner. This role is critical to our operations: your work will be at the heart of everything we do for our customers.
Key Responsibilities
· Tracks and ensures that all orders shipped are received by our customers.
· Follows up with our manufacturer/courier on any packages that have been shipped and are not progressing normally.
· Ensures all outbound shipments are processed and shipped as outlined in KPIs.
· Ensures that customers receive their tracking number in a timely manner.
· Manage reverse logistics for customer returns.
· Exception tracking and root cause analysis for all Outbound errors, document, and escalate to 3PL partner.
· Work cross functionally with all internal departments (Customer Service, Accounting, Marketing) and external stakeholders to solve problems related to logistics for all modes of transportation (air, ocean, small package, ground transportation)
· Help to respond to customer inquiries, follow up on customer questions related to orders, and successfully solve problems through proactive follow-up on issues and effective de-escalation strategies.
· Communicate and coordinate with the customer experience team to ensure that all daily tasks are addressed in a priority sequence.
· Become an expert on the Silk & Snow products (product training will be provided)
· Follow up with our courier and warehouse partners daily to track orders and ensure the delivery of orders is as smooth as possible for our customers.
Qualifications
· Highly effective communication skills both written and spoken
· Experience in customer service role or retail sales
· Self-starter that needs little to no supervision
· Ability to think creatively to resolve issues and possesses advanced organizational skills
· University/college education or equivalent work experience
Job Type: Full-time
Schedule:
- 8 hour shift
- Monday to Friday
