About the role:
At JENNY BIRD, we prioritize the care of our customers and pride ourselves in creating best in class customer experience. We are looking for a passionate and motivated individual to join our team as a Customer Care Specialist. If you are extremely organized, love to multitask and problem solve, and thrive in a fast-paced growth environment, read on! You will be the first point of contact and the voice of JENNY BIRD when speaking with our customers. This means a positive attitude and excellent written and verbal communication skills are a must.
You Will:
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Manage and monitor customer communication channels: Email, Live Chat, Phone, Text, Facebook.
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Work with US & CA warehouses to coordinate shipment details, order changes, and returns.
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Package and ship orders for replacement pieces (exception cases).
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Warmly communicate with customers and find solutions for customer inquiries.
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Provide a tailored experience to the customer based on their needs.
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Host Private Virtual Shopping Appointments, Private In-Person Shopping Appointments with customers: demonstrating product knowledge and provide styling recommendations.
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Create Curated Styling Emails upon booking by customers.
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Monitor ecomm shipping flag orders in Brightpearl.
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Monitor order holds in Brightpearl.
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Process returns, using discretion for exceptions.
- Process replacements, using discretion for exceptions.
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Okendo: Contact customers who leave negative reviews and resolve product-related issues.
- Bring forth ideas to improve our customer experience and internal processes.
You Have:
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Experience with customer relations and within e-Commerce.
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Experience in selling and upselling to customers.
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A degree in English, communications, or equivalent preferred.
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Strong communication and interpersonal skills.
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Proficiency with Microsoft Office (Word, Excel) and familiarity with Shopify, Brightpearl, Google Drive are a bonus.
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Experience with Amazon Customer Care.
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Passion for fashion, retail and the JENNY BIRD brand.
You Are:
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Detail oriented, organized and excellent at prioritizing.
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A problem solver that enjoys learning about every aspect of the business.
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Someone who thrives in a small, fast-paced environment.
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Collaborative and enjoy working with people from different departments.
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Able to work flexible shifts (9AM-5PM EST, 11-7PM EST) and weekends
- Able to start as soon as possible
Why you will love working at JENNY BIRD:
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A competitive salary and benefits package
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Flexible working arrangements; hybrid work environment - work from home and the office minimum once a week
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We're on a mission to uplift and that includes uplifting our team - we care about your personal and professional growth
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A fun, hard working and collaborative team
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Perks on JB products!
JENNY BIRD does not discriminate in hiring or terms and conditions of employment because of an individual's race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws. Accommodations are available upon request for candidates taking part in all aspects of the selection process.
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