Silk & Snow is a Toronto-based retailer of responsibly made sleep essentials. You will have the opportunity to join a fast-growing company and work on a team with full in-house marketing, product design, and supply chain capabilities.
We are seeking a highly motivated and customer-focused individual to join our team as an Order Resolution Specialist. In this role, you will play a crucial part in delivering a best-in-class retail experience by ensuring operational excellence and resolving order-related issues efficiently.
If you excel at problem-solving, possess exceptional organizational and customer service skills, and thrive in a fast-paced, dynamic environment, we want to hear from you!
As a an Order Resolution Specialist, you will:
● Resolve and monitor fulfillment issues, including Return to Sender requests, canceled orders, mispicks, short shipments, returns, and refunds, ensuring timely and accurate resolution
● Proactively follow up with courier and warehouse partners to track and resolve delivery delays or other issues impacting order fulfillment
● Manage exceptions to ensure smooth order delivery, collaborating with the Customer Experience and Sales teams to provide clear communication and prompt resolutions
● Coordinate with internal departments (warehouse, logistics, etc.) and external partners (carriers, suppliers) to address shipping and fulfillment challenges
● Monitor and manage pending orders and exceptions, escalating as needed to meet customer expectations
● Process and track returns, including managing return labels, workflows, and ensuring proper handling of returned items
● Create return labels and handle refund processing for accessory returns
● Schedule mattress returns and refunds, ensuring accurate and efficient resolution of these cases
● Respond to customer inquiries regarding fulfillment issues, providing professional and empathetic support via the customer's preferred communication channel
● Action urgent issues, shipping challenges, and defects, including shipping replacement parts as required
● Maintain and update documentation for order resolution processes in a timely manner
● Investigate root causes of fulfillment bottlenecks and order discrepancies, leveraging data to identify trends and recommend process improvements in collaboration with internal teams
● Minimum of 1 year of experience in customer service, logistics, or order management roles.
● Able to commute to 670 Caledonia Rd, York, ON M6E 4V9
● Proficient in browser-based and mobile-based applications, including G-Suite (Sheets, Docs, Slides).
● Must be reliable, adaptable, and fully available to work shifts, including weekends and evenings up to 8:30 pm EST.
● Strong multitasking and time management skills, with the ability to perform effectively under pressure in fast-paced environments.
● Able to work both independently and collaboratively within a team.
● Highly coachable, open to feedback, and dedicated to self-improvement.
● Detail-oriented, organized, and meticulous in completing tasks.
● Excellent problem-solving and critical-thinking skills, capable of making independent decisions when necessary.
● Exceptional written and verbal communication skills (French language proficiency is an asset).
● Adaptive to dynamic environments, responsive to shifting priorities, and quick to integrate new information.
Why our team members enjoy working at Silk & Snow:
● We prioritize diversity and inclusivity in our company culture
● Growth opportunities with an emphasis on hiring from within
● You will be exposed to a streamlined training process and receive guidance and support that will set you up for success during and after training
● You can access our LifeSpeak learning platform with lots of free courses taught by experts to support your personal and professional development
● We offer a competitive benefits package, which includes but is not limited to medical, dental, and vision. Additionally, we offer paid time off
● Employee discount on all products and a free mattress and bedding set upon completion of the probationary period
● Make a meaningful impact on our customers' sleep habits, contributing to their overall well-being
● We foster a healthy work-life balance with our company's supportive environment
● This is not just a job but a CAREER with potential opportunities for growth and advancement
You don’t meet every single qualification and requirement? At Silk & Snow, we're all about creating a diverse and welcoming workplace. So, if you're enthusiastic about this job but don't meet every requirement exactly, go ahead and apply anyway. You might be a great fit for this role or others we have!
Job Type: Full-time
Benefits:
Schedule:
- Monday to Friday
- Weekends as needed
Education:
- Bachelor's Degree (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
