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Customer Care Supervisor

Head Office
Posted 2 months ago

Since our inception in 2010, OAK+FORT has curated collections that reflect our design philosophies. OAK + FORT is a belief that fashion should be uncomplicated and thoughtfully designed. We are not distracted or fettered by trends. We will continue to provide attainable luxury to like-minded individuals.

POSITION SUMMARY

The Customer Care Supervisor acts as the liaison between online and retail customers and the Company.  This position is responsible for managing, assisting, investigating and resolving all internal and external customer service issues while working with the Customer Care, E-Commerce, and retail teams.

RESPONSIBILITIES

  • Manage, delegate, and prioritize high-volume calls and e-mails in a fast-paced environment requiring multi-tasking and making decisions in a timely manner;
  • Organize and plan daily operations with Customer Care team and E-Commerce manager;
  • Respond to internal and external customer service issues and coordinate solutions between internal departments such as retail stores and distribution centres through e-mail, phone, and live chat in a timely and efficient manner;
  • Process returns and exchanges through E-Commerce platform and payment processing systems;
  • Coordinate with distribution centres¬†for order status, inventory checks, and special requests;
  • Check inventory for product availability when inquired by customers or retail stores;
  • Enhance customer service experience by providing updates to customers on promotions, push products, and current market trends;
  • Update customers with pending orders, locate or up-sell replacements if necessary;
  • Assist showroom pick-up customers with orders and return/exchange inquiries;
  • Provide suggestions and research industry practices to continuously improve and optimize sales as well as overall customer experience and satisfaction;
  • Identify and implement customer service best practices;
  • Perform other assigned duties as needed

REQUIREMENTS

  • 1+ years work experience in customer service, call centre or similar work environment providing phone and e-mail support
  • Experience working with customer service and e-commerce platforms is an asset
  • Experience working with fashion or retail industry is an asset
  • Post-secondary education or equivalent in communications is an asset
  • Exceptional communication skills including both written and verbal
  • Strong ability to multi-task, plan, organize, and make timely decisions
  • Customer service oriented with a natural desire to care for the needs of others
  • Knowledge and passion for fashion and style trends
  • Creative, strategic and forward thinker
  • Demonstrated ability to solve problems, achieve results and foster strong customer service orientation
  • Strong computer skills
  • Past experience with billing issues, returns & data metrics an asset

Job Features

Job CategoryHead Office

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