Cheekbone Beauty is a proudly Indigenous-owned and founded cosmetics company with a mission to help every Indigenous person see and feel their value while crafting sustainable colour cosmetics that do not end up in landfill. We are driven by purpose, sustainability, and inclusivity, and strive to make a positive impact through every product we create.

POSITION SUMMARY

As part of our Community Experience team, the Community Experience Warrior will be delivering a best-in-class customer experience from the front-facing customer support to the picking and packing of online orders for our Cheekbone Beauty Community.

QUALIFICATIONS

• Minimum 3+ years working in a customer facing environment, retail, hospitality or guest services role.
• Exposure and working knowledge of customer service and social media operations for ecommerce and B2C industry.
• Very strong written, verbal, and communication skills.
• Experience using a variety of technology software such as Slack, Shopify, HubSpot, and various Microsoft Office applications.
• Willing to be hands-on, yet strategic.
• Ability to make sound decisions confidently using intuition and data.
• Ability to manage through ambiguous and subjective situations.
• Autonomous work style yet has a strong sense of collaboration, urgency, creativity, and results driven.
• Very self-driven and motivated.
• Thrives in a fast-paced environment, flexible to pivot with competing priorities, and provide timely crisis management.
• Willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
• Resilient, tenacious, and high energy. Able to rapidly bounce back from adversity.
• Canva experience and Adobe Illustrator experience are a plus.
• Knowledge of various social media platforms.
• Event planning experience.

Community Support

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to community inquiries.
• Communicate with our community through various channels: HubSpot, Shopify, email, etc.
• Proactively respond to and resolve customer communications, requests, and issues.
• Stay up-to-date with product knowledge to be able to proficiently answer community questions.
• Process orders, forms, applications, and requests.
• Keep accurate records of community interactions, transactions, comments, and complaints.
• Communicating, and coordinating with colleagues cross-departmentally as needed.
• Provide feedback on the efficiency of the community experience process.
• Ensure customer satisfaction, and provide professional community support.
• Leverage data insights to improve community experience.

Shipping

• Print packing slips for online and wholesale orders.
• Create and print shipping labels with tracking information.
• Fulfill shipments and orders in Shopify.
• Create commercial invoices as needed for international shipments.
• Pack online and wholesale orders for daily pickups.
• Box, wrap, and pack merchandise according to current Cheekbone SOPs, or client compliance guidelines
• Creating Sales Orders and Delivery notes in SAP Business One to appropriately track inventory

Packaging & Labelling

• Packaging and labelling of products when received from supplier.
• Package and label according to minimum hourly and daily targets.

Receiving & Quality Control

• Perform best practices when receiving orders from suppliers.
• Confirm quantities received according to packing slips.
• Receive confirmed quantities into Shopify transfers.
• Keep track of all products that do not pass Cheekbone QC standards, and flag to Operations Manager.

Inventory Management

• Flag to Operations Manager when we have reached minimum inventory levels for products to be re-ordered.
• Complete inventory transfers for Event orders and reconcile inventory when received back
• Ensure the appropriate forms are being completed by employees when pulling products
• Complete Production Orders in SAP when finished Skus are completed, keep track using the appropriate for and open Production Orders assigned my Operations Manager