Position: Customer Service Specialist

Report To: Omni (eCommerce) Manager

Role:

You are passionate about the western lifestyle, and it’s easy for you to strike up natural conversation with our customers as you address their needs. You strive to deliver excellent customer service. You can multitask with a smile on your face and work within a team to ensure every one of our customers receives the “Lammle’s Experience”. This position is responsible for managing the customer service experience, customer issues related to order fulfillment, and corporate sales assistance for online customers across Canada.

This position requires regular evening and weekend . Candidates must have open availability during these times, as most shifts will be scheduled for evenings and weekends.

Responsibilities:

Customer Service

• Resolve incoming customer service issues pertaining to Lammle’s Western Wear (LWW) in a positive manner and maintaining the brand standards through all communications
• Follow-up on open tickets daily to ensure a timely resolution
• Communicate product issues with the buying team and collaborate on a resolution that best satisfies the customer
• Collaborate with the buying team on delivering special order items to the customer
• Communicate with store managers and associates on any store related customer service issues
• Update and continuously develop processes and best practices to improve the customer experience
• Create orders for customers having trouble ordering online.
• Create and/or edit online orders as needed or requested by the customer
• Work with ecommerce fulfillment and accounting in resolving order/return discrepancies
• Assist the ecommerce fulfillment team in the customer return/exchange process
• Investigate delivery issues directly with Canada Post or alternative
• Monitor returns, warranty activities, and complete related tasks
• Opening courier investigations for lost, damaged, or delayed parcels – working closely with Canada Post
• Collect customer feedback
• Responding to and resolving all social media platform customer requests for product, complaints, and inquiries.

Product Content, as required

• Acquire product content from the buying team or directly from the vendor and display in a timely manner

• Scrape brand websites for product content

• Manage product content spreadsheets

• Ensure an accurate description or write up of product is in place

Order Fulfillment, as required:

• Assist with picker and packer online orders in high volume periods
• Provide additional support to the fulfillment team

Corporate Sales Assistance, as required

• Be the lead on taking requests and inquiries of our corporate customer and work with the buyers to find the right product or solution
• Coordinate the delivery or pickup with the warehouse and or the client
• Work with the buyers to load product and maintain the corporate website as required
• Organize and execute administrative tasks related to the corporate customer

Skills:

• Strong personal skills, outgoing and able to communicate with co-workers and customers
• Sales and customer service orientated, ability to identify sales opportunities and problem solve
• Western lifestyle knowledge preferred

Qualifications:

• Retail experience is an asset.
• Aptitude for technology and software
• Strong typing skills
• Excellent reading and writing skills
• Organized and efficient
• Independent worker when necessary
• Critical thinking skills, proactive and innovative