Customer Service Associate

Customer Service Associate

SAMARA is a female led, 100% cruelty-free fashion house that was started in 2018 and located in Toronto, Canada. As a fast growing e-commerce, direct to consumer brand, it’s our goal to create minimalist, beautiful, meaningful products and experiences for our customers. As we grow, we’re on a mission to change fashion by exploring plant based, sustainable materials, whilst creating impact through our first brand, The Soular Backpack.

As a Customer Service Associate, you will be responsible for handling all customer inquiries and customer service issues for all of our global customers. You will be responsible for serving all of our current and potential customers and dealing with complaints, questions, processing transactions, order maintenance and shopify issues. This position also involves administrative duties like updating excel spreadsheets and word documents for this area of the business. You will also be in direct contact with the warehouse manager to assist with the process of customer orders and fixing any order issues with the ---------- pany Values:
? Empowerment - we want to empower our team, our customers and every level down to the bottom of our supply chain to be the best versions of themselves
? Ownership - we feel a deep sense of responsibility towards what we’re building
? Lead with kindness - towards ourselves, our team, our supply chain and everyone we work with
? Tenacity - we are firm in our mission and where we want to go
? Going the extra mile - for SAMARA, for our factories, for our customers
? Obsess - over all the little details to ensure the best experiences for our customers and as a company

Job Responsibilities:
? Provide support to customers by responding in a timely and complete manner to their email inquiries
? Moderate the site for content and fraud, where needed, carry out the appropriate corrective actions
? Work independently and actively participate in a team environment
? Flexibility to work weekends, holidays and evening shifts as staffing schedules require
? Mitigate customer service issues in the most efficient and effective way possible
? Monitor shipping and tracking for customer orders
? Manage and coordinate order and customer information with the warehouse
? Keep track of product damages, delivery issues, customer complaints, order returns
? Organize and improve all customer service files and documents
? Work with the team to better understand the customer and products; what needs to be improved
? Work independently but weekly team collaborations

Job Qualifications:
? Excellent customer service & strong communication skills
? Written and oral skills must be excellent, no grammar issues, fluent in English is a requirement
? Strong computer & typing skills
? Proactive, takes initiative and has foresight
? Strong multi-tasking skills
? Ability to work under pressure and solve problems
? Strong phone presence. Experience in dealing with multiple cultures and different personalities and being able to solve issues and mitigate situations.
? Very organized, good at managing paper flow and all related administrative requirements of the position, including electronic filing.
? Team player, but also able to work independently
? Experience working remotely
? Work overtime when required
? Proficient in Microsoft Excel and Word
? Must be able to manage a few platforms at once; email, Microsoft, Shopify, ERP warehouse systems