JOB DESCRIPTION
Manager, Customer Service & Online Channel
Dog e Lites Inc.
POSITION OVERVIEW
Dog e Lites Inc. is an exciting and rapidly growing pet fashion powerhouse. Based in Montreal, the principal objective of this position is to direct and support all online and customer service activities for its key brands GF Pet® and Brave Bark®, as well as all other Dog e Lites Inc. & private label brands.
We are looking for a passionate, efficient and dedicated Manager of Customer Service & Online Channel, who would like to grow with us, loves challenges and is ready to deliver an exceptional client experience.
JOB RESPONSIBILITIES
“Whether you think you can, or think you can’t -- you’re right.”
Online Channel Management (75%)
· Delight our clients! Provide prompt and courteous management of all online consumer inquiries, issues and returns/exchanges, whether through the Shopify platform, through social media or by email.
· Manage the process of order fulfillment from order reception through to customer delivery, by effectively directing dedicated pick & pack personnel (when applicable) and coordinating with transport and warehouse experts. Craft and implement procedures to minimize errors, maximize efficiency, and adapt to increasing scale of orders. When volume dictates, this position also participates in pick & pack in order to ensure responsive order fulfillment and avoid back-logs.
· Plan, manage and organize available Inventory and provide projections to management.
· Ensure shipping costs are closely managed and minimized without sacrificing delivery.
· Analyse trends and make recommendations to improve, simplify or streamline processes as well as seize new opportunities.
· Ensure online customer feedback is channelled to the appropriate department and responded to promptly and appropriately.
· Champion, respond to and support social media posts, campaigns, promotions and other marketing initiatives whether executed in-house or third party.
Wholesale Customer Service and Sales Support (20%)
· Respond to customer inquiries regarding products and orders, by email or telephone.
· Follow up & verify client PO’s and prepare Client Sales Order Confirmations, confirm delivery dates and ensure all parties are informed of client requirements.
· Work collaboratively with colleagues to resolve any issue in a timely, effective and professional manner. Always act in the bet interest of the company.
· Assist in completing client specific setup & logistics sheets as required.
· Manage EDI channel orders for key clients
· Provide Administrative support to management as required.
· Assist with dog photo shoots, product photo shoots, catalogues, marketing descriptions, as required.
Virtual and In-Person Trade Shows & Marketing Campaigns (5%)
· Assist in show planning, booth logistics coordination, sales support activities as required.
· Prepare, print and email all marketing material / price lists and other related administrative tasks as required.
· Merchandise the show booth, promoting and selling to retailers and distributors attending trade shows as required.
SKILLS & ATTRIBUTES REQUIRED
“It’s hard to beat a person who never gives up.”
· Excellent organizational skills. Demonstrated ability to multi-task and prioritize in a perpetually changing context.
· Strong problem solving and analytical skills in a time sensitive, quality oriented and pressured work environment. Accuracy, attention to detail and excellent follow up habits are key competencies for this role.
· Must demonstrate great communication skills and exceptional interpersonal skills, both externally and internally. Polished and enthusiastic. Excellent English (oral & written). French and other languages are a plus.
· Excellent in Excel, Word, Outlook and very comfortable with systems. Basic accounting knowledge is a plus.
· Ability to plan and forecast.
· College or Bachelor's degree preferred, or equivalent experience
· Fashion flair! Apparel & accessories, import and fashion backgrounds are a plus.
· This positionreports to the Financial Comptroller, and works closely with the Business Owners and other key managerial staff.
ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS
Location : This position is based in our head office in Montreal, Canada.
Travel : Occasional travel within Canada, USA and Europe may be required to attend trade shows, provided it is safe to do so.
Dogs! : Must love dogs!! Our company works with dogs. We’re all about dogs. Candidate must be comfortable with all types of dogs in the office and on location.
Security : All prospective employees must pass a background check and provide references.
Salary : Based on experience, plus annual performance bonus.
Job Type: Full-time
Pay: $22.00-$28.00 per hour
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Store discount
