Part time Customer Care Representative (Ecommerce)

at  Pet Valu

Location: Markham, Ontario
Job Description:
Job Summary
Reporting to the Manager of eCommerce Operations, the eCommerce Representative will support Pet Valu’s Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints related to all ecommerce channels. The eCommerce Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn.

Essential Duties

• Complete order flow management.
• Collaboration and support to Customer Care Agents, ACEs, and other internal partners.
• Fulfill DPL Parts Requests regularly and manage the inventory on hand.
• Manage online store hours and local page listings (new stores + changes).
• Support the AutoShip program by providing feedback and partnering with the business on improvements / updates.
• Following up with stores on open overdue Click and Collect orders / cancellations.
• Review and actioning all back orders and held orders daily.
• Responding to reviews collected from Chatmeter / Bazaarvoice / other.
• Failed QC and Loyalty forms – triaging and moving forward any stuck forms
• Other reporting, tracking, and monitoring, as required.

Essential Responsibilities (4 Paws)
-
Safety – Operate in a way that builds trust with our customers, pets, and ACEs.
Maintain a safe and respectful environment.
Keep Confidential information always secure.
Always protect the brand.
Escalate roadblocks standing in the way of exceeding exceptional service.
Ensure service levels and metrics are achieved or exceeded.
-
Compassion – Communicate and act from the heart with genuine care and courtesy.
Communicate with the utmost empathy for our ACEs, DPLs, and internal partners.
Handle all concerns from multiple sources to ensure Customer Satisfaction.
Display sympathy for pet loss, injury or illness.
Share ACE accolades.
Participate and enjoy the memorable moments.

Participate in weekly meetings and team building exercises.

• Expertise – Provide knowledge in an understanding and informative way.

Stay up to date by completing ongoing learning modules.

Assist in ongoing maintenance of knowledge base surrounding policies, procedures, and tools.

• Efficiency – Use time and resources responsibly.

Achieve department SLAs to ensure speedy responses for ACEs and DPLs.
Learn and use Pet Valu’s Ticketing systems to ensure accurate data collection and prompt follow-ups.
Follow standardised responses where applicable.
Always be on time for designated shifts that will include a mix of days, evenings and weekends that support all time zones across Canada.
Collaborate with other departments to solve complex issues.
Participate in 1 X 1 session with manager to discuss goals, progress, and career pathing.
Competencies
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and
gains their trust and respect.
Listening
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Problem Solving
Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answer.
Communications
Is able to speak and write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Composure
Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; does not show frustration when resisted or blocked; is a settling influence in a crisis.
Approachability
Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm,
pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
Qualifications and Educational Requirements
High School Graduate, University or College Degree an asset.
One to 3 years customer support experience.
Ecommerce and Live Chat experiences an asset.
Retail experience.
Professional Social Media usage an asset.

Preferred Skills

• A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees.
• Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners.
• Good organizational skills, along with the ability to multi-task multiple priorities
• Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action.
• Flexible to work rotational shifts, weekends, and Stat holidays.

Key Interfaces

• Customers/Consumers
• Store associates
• Internal department administrators

• Complete order flow management.
• Collaboration and support to Customer Care Agents, ACEs, and other internal partners.
• Fulfill DPL Parts Requests regularly and manage the inventory on hand.
• Manage online store hours and local page listings (new stores + changes).
• Support the AutoShip program by providing feedback and partnering with the business on improvements / updates.
• Following up with stores on open overdue Click and Collect orders / cancellations.
• Review and actioning all back orders and held orders daily.
• Responding to reviews collected from Chatmeter / Bazaarvoice / other.
• Failed QC and Loyalty forms – triaging and moving forward any stuck forms
• Other reporting, tracking, and monitoring, as required