Specialist, Ecomm Ops and Client Services

Maison Birks•Montreal, QC

About The Position

Established since 1879, Birks is a luxury jewelry store whose reputation is built on quality, exclusivity, unique design and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients. Under the general supervision of the Manager, E-Commerce Operations & Client Service, the E‑Commerce Operations & Client Service Specialist will be responsible for the daily fulfillment of e‑commerce orders, ensuring timely follow‑ups with relevant internal departments. The role also supports the E‑Commerce Manager with updates to product information as required. In addition, the incumbent is responsible for providing an exceptional customer experience by responding to general customer inquiries via phone, chat and email, resolving customer concerns efficiently, monitoring and responding to Google Reviews, and liaising with retail stores and other relevant internal departments.

Requirements

College degree or equivalent work experience
1 to 2 years’ experience in Customer Service, or a similar position
1 to 2 years’ of relevant experience in E-Commerce and/or order fulfillment
Data entry experience
Fully bilingual (English, French)
Excellent written and verbal communication skills (English, French)
Strong people skills
Strong attention to detail and ability to multi-task
Time management, analytical, problem solving and decision-making skills
Proficient with web-based applications and common software such as MSOffice (Word, Excel, PowerPoint and Outlook)

Nice To Haves

Knowledge of SFCC an asset

Responsibilities

Review and action incoming e‑commerce orders from Salesforce Commerce Cloud in a timely and accurate manner
Coordinate with the Distribution Centre and relevant internal departments to ensure accurate order information and statuses in the system, timely fulfillment and process returns or cancel orders, when applicable.
Collaborate with the Credit department on suspicious or high‑risk orders.
Search alternate warehouses for inventory when items are unavailable at the Distribution Centre.
Create transfer orders for merchandise when applicable and ensure proper follow‑up with retail stores and/or Brand Management.
Place and manage special orders as required.
Initiate and manage the repair process, including follow‑ups as needed.
Responding to Google and Meta Reviews.
Resolve customer inquiries and concerns efficiently while liaising with retail stores and other internal stakeholders in accordance with Client Service procedures and protocol
Assist the E‑Commerce Manager with product information updates as required
Answer incoming customer inquiries by phone, chat or email (including but not limited to products, services, store hours, web order statuses, and back‑order delays), consulting and following up with appropriate departments to ensure resolution within designated SLAs, and escalating to retail stores when required.
Provide technical support to customers experiencing website issues, including guiding customers through difficulties, placing orders on their behalf when necessary, and notifying the E‑Commerce Manager of recurring technical issues.
Maintain product and service knowledge by attending training sessions and workshops
Maintain customer records by updating account information, including customer profiles