Customer Care Specialist

The Retail Customer Care Specialist exemplifies superior customer service to support the Retail Sales organization Team through a variety of operational tasks. This position is based out of the Toronto Studio.

Hours: Tuesday - Saturday (9:00am - 6:00pm)

RESPONSIBILITIES:

• Manage multi-faceted customer care inquiries in a professional timely and courteous manner with accuracy of information appropriate grammar spelling and empathy.

• Ability to assess customer support needs through written correspondence or by phone solve the issue at hand and communicate resolution in a complete and thorough manner.

• Flexibility to regularly rotate through different operational specialties and skill sets.

• Become subject matter expert in product knowledge and DWR policies and procedures ensuring the ability to react to and solve customer service requests as efficiently as possible.

• Partner daily with local Studio team to ensure a coordinated seamless customer journey.

• Develop strong professional cross-departmental partnerships and acquire thorough working knowledge of each departments daily functions.

• Provide the following daily Customer Care support functions to the sales team including but not limited to:

  • Manage and respond to inquiries for Tax Exemption Trade discount qualification ensuring required documentation is submitted.

  • Review and solve sales order payment issues

  • Manage and process return and exchange requests through Operations ensuring adequate documentation is present and customer need is resolved in a timely manner.

  • Provide estimated ship dates for incoming purchase orders and vendor dropship orders.

  • Manage customer delivery inquiries as they arise

  • Maintain product knowledge to respond to product inquiries and requests for information and/or parts.

  • Use operational systems available to provide answers to the sales team

REQUIREMENTS:

• Outstanding communication skills both verbal and written; conveys information in a clear and concise manner; asks appropriate incisive questions

• Detail oriented and works with a high degree of accuracy

• Handles confidential financial and personal information appropriately

• Ability to tactfully handle stressful and difficult situations

• Possess strong problem-solving skills multi-tasking skills strong follow through

• Ability to quickly build and maintain rapport internally and externally

• Able to work evenings and weekends as needed

• 3-5 years experience in customer service role; Operations and management experience a plus.

• Innovative; constantly seeking ways to improve processes

• Experience with using preferred

• Ability to navigate multiple competing priorities

• Ability to learn quickly when facing new challenges; highly adaptable

• Team player. Cooperative easily gains trust and support of peers; encourages collaboration

• Self-starter and ability to work independently possessing strength in troubleshooting and thinking outside the box

• College degree preferred