Position: Customer Service Specialist
Department: Operations – Customer Service
Location: Vancouver, BC. At least two days in office per week
Status: Permanent, Full-time
Salary: $55,000 - $60,000 per year
Start: ASAP
Date Posted: January 20, 2025
Company Mission: To bring everyday joy to your kitchen and dining table through curated
colors, patterns, and seasonal design.
POSITION OVERVIEW
The Customer Service Specialist is responsible for delivering exceptional customer service by efficiently resolving customer issues and inquiries, ensuring customer satisfaction, and maintaining a high level of professionalism. This role requires a proactive approach to managing customer interactions across various channels, including phone, email, and online platforms. The ideal candidate will work closely with other departments such as Marketing, Accounting, and Product Development to provide a seamless customer experience. This position demands excellent attention to detail, strong organizational skills, and effective conflict resolution abilities, coupled with a positive "can-do" attitude. The Customer Service Specialist reports directly to the Customer Service Team Lead.
As a key player in the customer service team, you will handle claims for damaged or missing items, ensuring swift and effective resolutions. Proficiency in our online ordering system is critical, as you will assist customers in navigating the platform, troubleshooting issues, and ensuring a seamless online shopping experience. Your role will involve managing a high volume of customer interactions while maintaining professionalism and efficiency, even during peak periods. Be part of a collaborative team where your contributions directly enhance the customer experience
KEY FUNCTIONS & RESPONSIBILITIES
- Deliver outstanding customer service by addressing inquiries, resolving issues, and ensuring the best outcomes through ownership and accountability.
- Manage high volumes of calls and emails, ensuring timely and accurate responses.
- Ensure adherence to performance standards, including timely responses, first-contact resolution, and accuracy, to maintain customer satisfaction.
- Track and revise orders, providing proactive communication and follow-through from initiation to completion.
- Handle returns, courier claims, and shipment investigations.
- Collaborate with the Customer Service Team Lead, Customer Service Manager, and other departments to resolve customer issues.
- Support Sales Representatives, Sales Managers, and internal staff with customer-related inquiries.
- Stay updated on product lines and company policies to provide accurate information to customers.
- Identify and implement process and system improvements to enhance customer service operations and the overall customer experience.
- Contribute to a positive, collaborative team environment by sharing insights and expertise.
- Work collaboratively in a fast-paced team environment, balancing individual responsibilities with shared goals.
- Assist in various customer service-related tasks and projects as needed.
The Experience of a strong candidate
- Minimum of 3 years of related work experience in a customer service role or a combination of relevant education and experience.
- Completion of post-secondary education.
- Proficiency in MS Office (Outlook, Excel, Word) and familiarity with databases or related platforms.
- Extensive experience with CRM systems; Salesforce knowledge is an asset.
- Exceptional written and verbal communication skills.
- Strong organizational skills with the ability to prioritize tasks, operate proactively, and work independently.
- Analytical mindset with a keen attention to detail and problem-solving abilities.
- Excellent interpersonal skills and a professional attitude.
- Experience in a wholesale or large chain retail environment and familiarity with ERP systems like Sage X3 are assets.
WHAT DANICA OFFERS
- Competitive salary with generous vacation & sick day policies, product discounts, bonus Danica days during the holiday season, and a discretionary profit-sharing bonus
- Socially responsible by giving back to the community
- Modern & casual open concept office located in the heart of Vancouver
- Extended health benefits
- Dog-friendly office
- Generous internal referral bonus
- Growth & development opportunities
- Fun office with garden club, green & fun committee, bar cart Fridays with great corporate events
- Locally owned and operated family business with a diverse workforce
- Education support
- Hybrid work model with in-office presence required for interdepartmental conversations and team collaboration
How to apply
Get ready. Get set. Tell us about yourself. We want to hear what makes you the hands-down, no-doubt-about-it, ideal candidate for addition to the Danica team. Use your cover letter as a vehicle to tell us about the special attributes you possess that will add some extra flare to the Danica dynamic.
Please submit your application to https://danica.bamboohr.com/jobs (no calls please).
Danica is proud to be an Equal Opportunity Employer - We know from experience that great talent comes in many forms, and we want you to join our team! We strongly encourage people from underrepresented communities, including women, Indigenous Peoples, members of the LGBTQ2+ community, people of colour, and people with disabilities, to consider applying. Please let us know if you require unique accommodations during the interview process.
About Us
Danica is a market leader in Housewares, Giftware and Home Furnishing design. With five distinct brands under the Danica Brands umbrella, we offer an engaging and dynamic family of product with global reach. Our passion and commitment to our team and customers drives our business and we are looking for people who are excited about thinking and delivering differently. Our team includes people like you - innovative, curious, enthusiastic, authentic, kind and inclusive. If you're looking to work for a company with a culture as vibrant as the products it produces, Danica is the place for you. Our company values include social responsibility, environmental accountability, continuous improvement, teamwork, and inclusiveness.
