Order Experience Specialist (7 Month Contract)

at  dbrand

THE ROLE

Now that we have your attention, let’s get one thing straight. We don’t call our Robots “Order Fulfillment Specialists”, we call them Order Experience Specialists. Why do we call them that? A fair question - it’s a unique title, after all. It needs to be, because this is a unique position. Here’s how it works: every day, thousands of customers place an order with us. Those orders need to be assembled, packaged, and shipped. So far, so good, right?
Here’s where it gets tricky. See, our customers aren’t a faceless mass of bank accounts. They’re a highly dedicated, cult-like army of super fans. What made them so devoted? Simple: it’s because dbrand’s Order Experience Specialists are doing their job correctly.
Picking and filling an order? That’s like breathing. It’s involuntary, basically second nature. Your brain power is instead concentrated on a single objective: making sure the customer’s order is unlike anything they’ve ever received. A box full of packing peanuts? An envelope full of glitter? Handwritten insults on post-it notes? Those are all great - but we’ve already done them. Your job is to generate never-before-seen customer experiences… while also picking and filling orders.
Does the above paragraph describe you? Of course not. You don’t work here… yet. We can change that. Who you are is irrelevant. What we care about is who you’ll be, when given the tools, knowledge, and agency that will enable you to succeed. We need motivated, adaptable, and creative individuals who are committed to excellence, so that we can mold them into the Order Experience Specialists of tomorrow. If that’s not you, save us all some time and close this window. If you’re still with us… maybe the previous paragraph describes you after all.

THE RESPONSIBILITIES AND QUALIFICATIONS

In order to make a positive impact as part of our team, your focus in this role will be to:

• Identify and take action on opportunities to provide memorable experiences for our customers.
• Fulfill strange and unusual special instructions for orders (draw me a picture of Batman eating a snake, send me a hand-written insult, fill the envelope with rubber bands, etc.)
• Be the final set of eyes ensuring that our customers get packages that are up to our extremely high standard of quality and accuracy.
• Acquire a comprehensive knowledge of each SKU’s location within our enormous grid of inventory bins.
• Pick and pack units from daily order lists into envelopes.
• Adjust orders based on changes defined by Customer Experience Representatives (CXR).
• Collaborate with the Inventory Team to identify SKUs approaching ’out of stock’ status.
• You will be cross-trained in Operations (Shipping, Supply Chain, Production) to assist as required.

If you find a box you can’t check, stop reading and look for a company who demands less from their employees:

• Prior experience in customer service or hospitality is an asset.
• Creativity and inventiveness, abilities that will aid you in crafting a meaningful brand experience for our customers.
• Dexterity, resulting in speed while maintaining accuracy.
• Detail oriented, self sufficient, resourceful, organized and proactive.
• Insights and engagement with the current state of smartphone and mobile tech.
• The ability to solve complex problems (or know where to find the answer).
• The instinct to help teammates thrive and the openness to learn from their experience.
• Commitment to long-term growth and learning opportunities.
• A fiercely competitive spirit - one who knows nothing less than achieving perfection.
• An impeccable communication style - you have exceptional and proven written and verbal communication skills, including the ability to present in a compelling and concise manner.

*The Moment of Truth
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Our Order Experience Specialists work between Monday and Friday from 8:30am to 5:00pm. Compensation for this seven month contract is set at $20.50 per hour and we’re located a just a few minutes west of Pearson Airport.
Still think you have what it takes to ensure that we’re getting orders out efficiently, accurately, and to the flawless standard our customers have come to expect?