Job Title

Seeking a detail-oriented, proactive, and customer-focused Customer Service & Administrative Assistant to support our growing business. This role is integral in ensuring a seamless experience for both our eCommerce/direct-to-consumer (DTC) end consumers and our wholesale B2B customers. Key Responsibilities Respond & resolve customer inquiries via email, phone, and chat in a timely and professional manner. Process online orders, returns, and exchanges using eCommerce and inventory platforms. Monitor and update order statuses, shipping information, and tracking. Handle customer complaints and elevate issues when necessary. Provide product information, size guidance, and support for online navigation. Liaise with the warehouse and shipping partners to resolve delivery issues. Wholesale (B2B) Support Serve as backup support for wholesale customer service, including order entry and account management. Maintain accurate customer records and account information in CRM or ERP systems. A key responsibility is to try to satisfy the customer request for products, even if no longer available, by suggesting alternative products in inventory. Direct or inform the appropriate person responsible, in a timely and accurate manner, about any complaints regarding specific products, services provided, or questions regarding their accounts. Administrative Support Perform general administrative tasks including filing, data entry, and document management. Provide back up for invoicing. Update and maintain inventory, pricing, and product information in relevant systems. Perform basic duties such as customer verifications, processing orders/returns and their various applications, processes, forms, and requests for information. Order processing which may include supplying order invoice, or handling returns for credit. Generation and preparation of records/ reports in computer system, relating to product sales/ availability and aid in communication with customers and end consumers. Inform the supervisory personnel regarding trends in external and internal communication trends. Call Transfer of incoming calls after complex inquiries and analyzing the accuracy of the information to the appropriate staff responsible for the area of inquiry. Screen/forward calls and messages to the appropriate individuals and keep accurate records of calls/messages. Education & Experience Requirements High school diploma or post-secondary diploma from an accredited institution. Bilingual English/French (Quebecois preferred but not required) Previous Customer Service or Call Center Experience Basic Microsoft office and computer proficiency skills Position Profile & Qualifications Excellent English capabilities in both verbal and written communication skills. French is considered an asset. 2 years of order management experience Organizational skills and ability to prioritize tasks. Problem-solving skills and customer service mindset. Superb interpersonal skills, such as active listening, concern validation, taking responsibility for action and follow through. Ability to work in and manage in office work environment, collaboratively & respectfully in a team environment. Able to develop and maintain good working relationships with all members of the organization. #J-18808-Ljbffr