E-Commerce Customer Service Representative And Fulfillment

Company description

Stones and Findings Inc. is an established wholesaler of jewellery components located in the King/Bathurst area of downtown Toronto.

We operate an online store, pick, pack and ship to boutique owners, artisans and bead stores worldwide. Jewellery components, like jewellery, is a highly competitive industry. Our company is managed by women in a fast paced environment, we are highly competitive and that is why we continue to grow despite the softening economy.

We are looking for a detail oriented, energetic tasker with good communication and people skills to join our small team. Everyone on our team likes to work hard, get exhausted with a smile on our face knowing that we slayed it. It's like video gaming and we win it. Our company has high morale and a unique culture - and we want to keep it that way. If you struggle with punctuality or focus, or suffer from low energy, this is not the job or company for you.

This job requires a unique person, as you will read in the description, and I would advise you against applying if there isn’t a very good fit. You will not get a call back and the screening process is long.

However, if it is a good fit, you will want to stay forever because we like our fun atmosphere and the lifestyle our business provides. We are looking for someone to stay for at least 3-5 years.

Job description

E-Commerce Sales/Customer Service and Fulfillment

We are also looking for a permanent full-time e-commerce fulfillment and customer service associate who will be focused mainly on packing and shipping our customers' online orders, but will sometimes have to be in contact with customers during kerbside pickup. We have staff whose job is customer service and we are looking for a power house of a packer - with gamer like speed and precision.

Stones And Findings customer service is second to none in the wholesale jewellery components industry in North America. As such, virtually every order involves getting in touch with our customer - either to ask for clarification for the notes/instructions they had left with the order, or to let them know that something is running low in stock, or simply to suggest new arrivals they may like. We have a much higher level of communication with our customers than the average e-commerce business. This is also the case within the office - we have to be highly coordinated in order to move the volume of orders that we do, in the short turnaround time that we promise. So, the candidate must have strong communication skills and good phone etiquette.

As an e-commerce associate, the successful candidate will be detail oriented (actually, attention to detail is crucial), enjoy being surrounded by all things jewellery, and be comfortable with computers. Data entry is required for each order importing and shipping. This candidate would, ideally, have experience working with computers, but we will provide full training.

The job will require spending long periods of time on one's feet, crouching/stooping while picking and packing orders, and going up ladders to reach supplies.

There is upward and sideways mobility in this job; if we find that you have strong skills, and interest, in a certain area, we will change up tasks to help the company and you grow together.

There are shipments for kerbside pick-up, in which case the candidate will be required to greet the customer, find the correct package and hand it over to the customer. The candidate must be comfortable speaking with people face to face, as well as over the phone. Sometimes customers may have product or order related questions which the candidate will have to answer. However, we will provide full training for product knowledge.

There are many similarities between our business and retail/sales businesses:

• We have lots of interaction with our customers and have great long-term relationships (and we have higher end clients, mostly successful women business owners from around the world, and they expect excellent service and quality, which is why they come to us). This sets us apart from other e-commerce businesses, which are warehouse-like and nameless.
• We have products, much like a boutique - higher quality products that require care in storing and packing.

The upside of this position, over retail, is that it is 9-5, Monday through Friday, and does not operate long “retail” hours and weekends. We work hard while we are there, but we aim to have a life outside of our team and enjoy time with family. We do not have an expensive dress code and makeup is very optional.

The downside of this position, if you love the constant face to face interaction of retail, is that most of the communication is through email, some over the phone, and the relationships are longer than transactional one-off sales to strangers. There is a lot more data entry and packing than any retail job.

ROLES & RESPONSIBILITIES

Ensure that products are allocated to the correct customer orders by reading packing slips, and picking and packing orders accordingly, verifying addresses and instructions.

Measuring chains and spooling them onto cards or small spools; inspect jewellery components to ensure quality and verify the correct items and quantities are included in the correct packages.

Use a computer to print shipping labels, affix them to their packages, and enter tracking information for notes.

Keep track of inventory including receiving, counting and shelving merchandise.

Answer email inquiries and customer questions, and be the backup person to answer phone calls and kerbside pick-up.

Arriving punctually to your scheduled work time. We pack and ship as a team, therefore time is less flexible and the candidate must be available to full-time work during regular office hours.

QUALIFICATIONS

Must have completed grade 11 high school, with post-secondary an asset

Previous e-commerce or jewellery experience is a preferred asset

Ability to prioritize tasks to maximize efficiency is very important

Strong general computer skills is a must (Mac or PC)

Ability to use Google Sheets and Excel to help manage data

Strong initiative and self-driven, ability to multi-task and maintain an organized workspace

Detail-oriented and passionate about product presentation

Ability to communicate clearly in English verbally and in writing

Wage: $17.50-$18.50 per hour.

We pay $17.50/hour and $18.50/hr after the probationary period of 4 weeks. Review after 3 months. Semi-annual bonus pay.

Expected start date: Immediately

Job Types: Full-time, Permanent

Wage: $17.50-$18.50 per hour

Schedule:

9am-5pm Monday through Friday

Job Types: Full-time, Permanent

Pay: $17.50-$18.50 per hour

Additional pay:

• Bonus pay

Benefits:

• Casual dress

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Secondary School (preferred)

Work Location: In person