E commerce & Customer Service Specialist

SUMMARY OF POSITION 

As the E commerce & Customer Service Specialist, you will be responsible for packing our online orders and customer orders each day. We pride ourselves on our customer experience, and this role is central to that. We are industry leading when it comes to our speedy fulfilment, and we offer a beautiful unboxing experience that creates joy. 

You will work with our ecommerce platform fulfilling tracking numbers, shipping labels & closing off orders.  

 You will also work super closely with our customers via email | phone & social platforms to ensure a seamless experience across all touch points. Responding to customer enquires in a professional & friendly manner. 

JOB RESPONSIBILITIES
Picking & Packing Orders
• Fulfilling/processing online orders
o This includes finding products in Mistletoe Store & Fraser’s Harvest Barn.
• Pack our online orders using a wide variety of boxes, and packing materials to ensure efficiency and most importantly, an amazing unboxing experience - sprinkling some joy into each one.
• Nailing the packing procedure, which is checking off all products against the order, ensuring accuracy is 100% for every order.
• Include a thoughtful note and a treat for every order.
• Gift wrap orders as required, including writing a gift card and packing with care.
• Seeking opportunities for surprise and delight – identifying regular customers, unique orders and anything noteworthy that we can use to elevate our customer’s experience.
• Processing shipping labels through our online platform with attention to detail.
• Cleaning and maintaining organisation in the online packing area. 

Customer Service
• Answering all general Customer Service enquiries via email
• Answering phone calls to follow up with customer enquiries regarding general enquiries and where is my parcel. Tracking numbers etc.
• Answering customer enquires via Facebook & Instagram messenger.
• Processing of customer returns. 

Administration Duties
• Assist director with daily administration tasks. 
• Upload products on the ecommerce platform. 

Online Order Fulfilment & Customer Service Specialist Qualifications/ Skills:
• Excellent attention to detail to accurately pick, check and pack orders correctly.
• Ability to work in a fast paced, high-volume warehouse environment.
• A genuine passion for Customer Service
• Methodical and systematic approach to daily tasks
• Ability to collaborate and work with other team members to accomplish tasks.
• Ability to follow direction and show initiative.
• A professional approach to troubleshooting problems

 • Previous retail and/or online experience

 • Strong computer skills

 • Knowledge of all social media platforms, Facebook, Instagram, TikTok, YouTube

 • Knowledge of ecommerce platforms (Woo commerce an advantage)
• You are confident reading and checking numbers and barcodes.

Job Benefits 

• Working in a beautiful environment surrounded by Christmas all year. 
• Staff Discounts 
• Friendly & supportive work environment 
• Family focused business 
• Best of both worlds doing computer work & packing orders makes your day diverse.