Job Title

Customer Experience Representative Retrokid Inc.Full-time, remote work/hybrid $40,000 annuallyCompany Description:Founded in 2019, Retrokid has quickly become one of North Americas fastest growing pop culture brands celebrating childhood memories, forgotten favourites, authentic collaborations, timeless designs, original products, and quality apparel.Partnering with some of the industrys biggest studios, Retrokid has seen incredible success merchandising classic brands including Sesame Street, Fraggle Rock, and The Flintstones, and has become the leading partner to re-establish forgotten brands like The Big Comfy Couch, Nanalan, and Arthur.With a focus on elevating streetwear through premium apparel and accessories, Retrokid is poised to change the landscape with expansion into studio collaborations, live events, extended product lines, and pop-up experiences.Job Description:We are seeking aCustomer Experience Representativeto lead our inbound and outbound customer service channels including all customer inquiries, email, and feedback. With extreme growth in the pop culture apparel and collectibles space, Retrokid receives a high volume of emails and inquiries every day, and each customer must be given the utmost care. The right candidate will demonstrate a mindset of treat every customer as if theyre our only customer and thats exactly who were looking for.This is a customer-facing solutions-based role, and a key focus of this position will be to solve problems and inquiries quickly, and primarily independently (but also with the support of the entire team), working with programs such as Shopify and Gorgias, by communicating with external suppliers, vendors, and shipping/logistic companies.As our Customer Experience Representative, you thrive on making sure every customer has an incredible experience and recognize the importance of being the internal voice and champion for our customers. You believe that the sum of our strengths is greater than the individual parts and go the extra mile to ensure customer satisfaction while delivering the best possible outcome is achieved for all parties.As a company experiencing rapid growth in the pop culture industry, this role is critical in supporting both our internal teams and external partners. From licensed apparel and collectibles to live events, your focus will be on enriching the customer journeyensuring every interaction builds trust and delivers a seamless, memorable experience.The Customer Experience Representative will report directly to our Operations Manager, in addition to working alongside additional departments.Responsibilities:Manage and respond to all customer inquiries and/or issues within an appropriate timeframe ensuring the customer is completely satisfiedReceive and implement customer feedback to improve quality of serviceManage all returns and exchanges, defective and pre-order updatesWork with external vendors, partners, and Shopify to satisfy customer inquiriesWork directly with fulfillment department and warehouse teams to ensure all orders ship within allotted timeframeChampion the customer from acquisition to purchase, first time customer to loyal fan, ensuring the customer journey is efficient and seamlessImprove, recommend and implement customer policies ensuring all external and internal processes are clear and succinctProactively identify common customer issues and suggest improvements. Anticipate patterns in customer feedback to help reduce repetitive inquiries and improve overall experience.Be the voice of our customer in all internal meetingsMaintain detailed and organized customer records. Ensure CRM or ticketing systems (e.g., Gorgias, Zendesk) are accurately updated for team continuity.Spot-check customer shipments to ensure smooth deliveries of ordersTrack and report all product issues on a monthly/quarterly basisIn-person support at external events (comic con, pop-up events, etc.)Provide data-driven solutions and reports using Excel and ShopifyAdditional tasks as necessaryRequirements:Advanced familiarity of current and nostalgic pop culture including TV, movies, video games, toys, and events2 - 4 years demonstrated experience in customer service role or similar2+ years experience with Shopify or Shopify Plus2+ years experience with online CRM systems (Gorgias, Zendesk)A solutions-based mindset with a knack for independent problem solvingE-Commerce experience, while not required, is a plusExperience with North American shipping companies (Canada Post/USPS) considered an assetExceptional verbal and written communication skillsAbility to manage multiple projects concurrently while maintaining strong attention to detailAvailability to respond to issues and crises outside typical business hoursWorking knowledge of Excel and OutlookValid drivers license and access to a vehicle on a weekly basis is not a requirement, but is considered an assetPerks:Employee discounts on all products and collections.Work laptop provided (Macbook).Mental health day allowances.Paid vacation and sick days.Flexible hours to accommodate your life outside of work.Opportunities for personal growth and professional development.