Customer Service Rep + Logistics Management + Virtual Assistant

Who we are:

We are a rapidly growing e-commerce brand and we need your help!

We are looking for someone who can provide quality support to our customers but also handle tasks beyond just support.

We need someone who can truly dedicate themselves to the team and work FULL TIME.
We highly value quality work and are looking for someone long-term that can grow with us.

You will need to be available for graveyard shift 9am-5pm EST, however, hours may vary and in very busy periods you will be
required to work on weekends.


Main Responsibilities

Deal with customer emails and resolve any issues or concerns by coming up with favorable solutions, in the quickest and most efficient way possible. This will require you to think on your feet, find answers for yourself and take matters into your own hands. Occasionally you will be required to call customers as ---------- al with shipping carriers such as USPS/FedEx/UPS. You will need to call and open cases/claims for issues with packages such as lost packages, tracking issues, etc..

Creating and managing support-related Google spreadsheets. This requires you to be highly organized and tech-savvy on the ---------- e fulfillment apps to place orders, and replacements, issue return labels, and manage returns.

Attend weekly ---------- municate with suppliers from Aliexpress/eBay and professionally deal with them.

There are 2 stores - you will need to divide your time in the most proficient way and be able to carry out all the tasks in a timely manner.


Salary & growth opportunities:

? For this position, you will start from $10 an hour
? You’ll work under 2 managers - 1 for each store
? You’ll be assigned more tasks slowly as we begin to build your confidence
? You’ll be graded on your task completion/mistake performance
? Growth opportunities
? Strong opportunity for growth - getting assigned new positions, becoming a manager, or taking in more hours.
? You’ll be graded on your performance for each month - for every month there are bonuses that you can earn.
The ideal candidate (Requirements):
? Experience: Have extensive experience in Customer Service and know how to use: Shopify, Freshdesk/Freshworks, Google Docs & Sheets, and Fulfillment Apps (ShipHero & DSers).
? Language: Speaks and writes in fluent English. You need to be able to spell and write grammatically correct. This is very important.
? Reliability: You are able to work the above hours, have reliable and fast internet, and a quiet workspace, if there is an issue you need to tell us ahead of time and not leave things for the last second.
? Performance & Confidence: You are comfortable using your voice on the phone. You are tech-savvy and FAST on the computer. You know how to navigate easily through the browser and can find answers to customers' questions easily by research. You are resourceful and are able to find answers on your own, taking matters into your own hands. This is essential. You are also a very fast learner and can adapt to any change very quickly.


Successful Customer Service Rep personality profile:

Motivated by competition and results. You are likely a skilled, pragmatic enforcer whose focus on achievement and success can help those around you accomplish goals. You speak directly and make decisions quickly. You like to take charge in a situation and explore worthwhile, effective solutions. Your determination and confidence make you a strong leader.

Important personality traits:
? Persuasive
? Assertive
? Confident
? Direct
What energizes you:
? Taking charge
? Ambitious goals
? Challenges
? Professional growth
? Competition & winning


Make sure…

? Strong English proficiency
? Willing to work a Toronto/Canada time zone
? Remote working. This is a remote (work from home) position.
? All job offers start with a 60-day trial to make sure that we’re the right fit for each other.


Our values:

Truth: Everything we do requires a commitment to truth as the core principle and foundation of our company. If something isn’t working, we want you to tell us. If we make a mistake, we’re the first to bring it up and we own it. If we don’t know the answer to something, we admit it readily (and then work to figure it out!) If we disagree, we say so. Truth is the first and most important step to solving any problem.

Responsibility: How do we do more? How do we give more? How do we help each other? Responsibility requires us to constantly be looking for opportunities to go further. We don’t try to get out of work, we lean into it. You’ll never hear us say, “That’s not my job.” By being proactive with our skillset we place ourselves in a position to influence the world around us in a way that only those who understand true responsibility ever can.

Heart: It’s not enough to simply do. You also have to care. You have to work like it matters, like what you’re doing means something. You need to know that you’re making an impact and understand that there are people relying on you to do what’s best for them. In some cases, these people wouldn’t know the difference which makes it even more important.


To apply:

If this sounds like you then we'd love to have you join our team! You will be tested on all of the above so please only apply if you match.

*Please include "I read everything" in the title. We won't accept any offers other than the ones that include it.*

The first round of interviews will be given to those that match the criteria above and will be done via chat - you will read through our website and docs and you will be tested for speed, friendliness, and accuracy.

Further interviews will be done over Zoom.

Questions:
- Your answer to this question: if you were an animal, what animal would you be and why?
- Your answer to this question: What does this quote mean to you personally? "Work is love made visible." - Khalil Gibran
- What was your previous job and why did you leave it?
- Why do you think you will be a good fit for this position?