Mercana Furniture - Customer Experience & Operations Support (Retail, Store at Mercana

Surrey, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

60000.0

Posted On

06 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Team Collaboration, Conflict Resolution, Multi-Tasking, Customer Service, Order Management, Claims Management, Logistics Coordination, Payments Tracking, Customer Interaction, Process Improvement, Training and Onboarding, Feedback Management, Relationship Building, Documentation Management

Industry

Wholesale

Description

Company Description: Mercana is one of North America's leading home furnishings wholesalers, serving interior designers and retail partners worldwide. As a "design-first" company, we produce unique pieces for the home each season, including wall art, furniture, lighting, and home decor accessories. Vision: At Mercana, we are committed to providing exceptional customer experiences and setting new industry standards. As a Customer Experience & Operations Support, you will oversee the entire customer journey from order placement to post-sale relationship management. You will be the key point of contact for your assigned customer list, ensuring smooth order processing, efficiently handling claims, and fostering long-term relationships with both customers and sales representatives. Who You Are: Superior Communication Skills: Proficient in both verbal and written communication, able to convey information clearly and effectively. Positive Team Member: Collaborative and respectful, working harmoniously with colleagues to achieve collective goals. Conflict Resolution Skills: Adept at handling and resolving conflicts with tact and professionalism. Multi-Tasker: Capable of juggling various responsibilities and thriving in a dynamic environment. Customer Service Excellence: Committed to providing outstanding service and support in all interactions. What You Will Do: You will be accountable for managing the full lifecycle of customer interactions, from the initial order to after-sales support and claims management. This includes ensuring a seamless, positive experience from start to finish and continuously nurturing relationships to foster growth and loyalty. Order Placement and Management: Order Processing: You will oversee the smooth, accurate placement of customer orders, ensuring timely, efficient order fulfillment. You'll help process sales orders, quotes, and claims, ensuring they align with our operational goals and are delivered on time for customer accounts assigned to you. You handle order update and cancellation requests, including quantity, items, and shipping details. Logistics and Inventory: As the primary point of contact, you'll coordinate with the logistics team to swiftly address delivery issues and ensure customers receive their orders as expected. You also coordinate with logistics and Inventory teams for location code changes, stock reallocation requests, and freight rule updates. Payments: You will track and ensure the timely collection of Credit Card payments before order release. You collaborate closely with the Finance team, ensuring financial transactions are completed while fulfilling the order. Tradeshows: You manage tradeshow orders and special promotions, manage quotes and order reviews Claims Management: Handling Claims: Should any issues arise with your customer orders, you will take full ownership of managing and resolving claims from start to finish. This involves reviewing and processing claims, coordinating with relevant teams, and communicating directly with customers and vendors to reach fair resolutions. Documentation & Resolution: You will validate claim documentation, ensure it is processed accurately, identify any discrepancies, and resolve them promptly to maintain customer satisfaction. Customer Interaction and Support: Ongoing Customer Interaction: As the main point of contact for your customer list, you will manage ongoing communications, responding promptly to inquiries (email or phone), concerns, and requests. Whether handling order updates or addressing claims, your focus will be on providing excellent service and building trust at every touchpoint. Inbox management: Manage the New Order Inbox and personal inbox to ensure timely responses. Building Long-Term Relationships: You will nurture relationships by providing exceptional customer service and support to the sales team. Your role will be pivotal in ensuring that both customers and sales reps feel supported and valued. Feedback and Continuous Improvement: Customer Feedback Management: You will actively seek and analyze customer feedback to identify areas for improvement, then discuss them with the Customer Operations manager. This will help you address recurring issues and continuously improve the service provided. Process Optimization: By closely monitoring customer interactions and claims, you will help identify recurring trends or issues, offering insights to improve processes and reduce claim frequency. Supporting the Sales Team and Trade Show Presence: Collaborating with Sales Representatives: You will be an extension of the sales team, upholding the highest customer service standards and resolving any issues that could impact sales or customer satisfaction. Process and Training Support: Process Improvement: You will contribute to the continuous evaluation and improvement of operational procedures, ensuring that order processing, claims handling, and customer communications are efficient and effective. Training and Onboarding: As an expert in the field, you will assist with onboarding and training new team members, sharing best practices in claims processing, order management, and customer relationship management. Qualifications: Proven experience in customer service or operations roles, with demonstrated proficiency in managing orders, claims, and customer relationships. Strong organizational skills with the ability to handle multiple tasks and responsibilities efficiently. A proactive approach to communication and customer care, with a focus on building long-lasting relationships. What we offer: At Mercana, we want to continually invest in our greatest resource – our people. We hope to make your employment experience with us the best possible, with employee rewards and benefits that support a balanced, enjoyable lifestyle for you and your family. Here is what you can expect from us: Competitive Salary Packages: Salary budget of $55,000-$60,000, based on experience. Annual vacation packages starting at two weeks Extended health and dental benefits for you and your family Access to exclusive discount offers and deals for Mercana staff on all furniture, lighting, and accessories A dynamic work environment with a great group of people Company-funded events Career development potential

Responsibilities

You will manage the full lifecycle of customer interactions, ensuring a seamless experience from order placement to after-sales support. This includes overseeing order processing, handling claims, and nurturing long-term relationships with customers and sales representatives.