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Customer Experience Representative

STATUS: Full-Time/Contract

 

Position Purpose

 

The Customer Experience Representative plays a role execution of the overall customer experience of Off the Hook.  This role is responsible for daily operation efforts by being the primary point of contact for external queries.  An essential resource in supporting customer service, this role provides a communicational touch-point and responds to customer queries embedded with OTH language, ethos and values.  Additionally, this role includes a dotted-line report to the Marketing and E-Commerce team to support active initiatives to drive traffic and opportunity to the online business. 

 

Responsibilities

 

Customer Liaison

 

  • Provide exceptional customer service through phone, text, email and on social media platforms
  • Answer calls, dispatch and allocate customer service queries to the appropriate store and department
  • Ensure the tone and timeliness of customer responses
  • Liaise and collaborate with Marketing and E-Commerce teams to execute outreach and pursuits to drive online business
  • Develop relationships with customer contacts and provide concierge service as needed
  • Act as first-level informational resource for external queries on policies and product
  • Conduct analysis to asses performance drivers (e.g. Conversion and return rate) by platforms, channels, etc., to uncover improvement opportunities and present recommendations to stakeholders

 

 

Operations

 

  • Acutely deduce source problems and escalate proposed solutions with the appropriate stakeholders
  • Complete delegated administrative tasks
  • Read and action all internal communications in a timely manner
  • Maintain effective, regular and appropriate communication with colleagues
  • Contribute to a positive and harmonious work environment that adheres to OTH core values
  • Develop and communicate weekly reporting with analysis on identified operational gaps and recurring issues
  • Understand and perform against KPIs
  • Remain up-to-date with opportunities and strategize, plan and execute plans for growth

 

 

Requirements

 

  • Proficient ability to speak and write in French and English (other language skills an asset)
  • Exceptional organizational and problem-solving skills
  • Ability to work in a fast-paced environment
  • Autonomous and detail-oriented worker
  • Passion and astute knowledge for emerging and establishing social media platforms and digital communities
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • A drive to continue to learn, develop and grow into new roles and responsibilities                                        

Send your resume to job@offthehook.ca with the job title in the subject line. 

 

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Warehouse Associate

STATUS: Full-Time/Part-Time 

Position Purpose

 

Inventory Associates are dedicated resources responsible for the efficient and attentive management of inventory coming in and out of the Off the Hook warehouse and play a key role in E-Commerce fulfillment.  They support the customer service functionality by ensuring the meticulous upkeep of inventory and play a role in online customer relations to ensure the OTH experience is translated in the receipt of online orders.

 

 

Responsibilities

 

Inventory Management

 

  • Be conscious of loss prevention, follow guidance to prevent shrinkage and escalate issues as needed
  • Conduct regular cycle counts of SKUs as needed
  • Ensure all inventory is processed according to operational guidelines in the required systems
  • Complete the fulfillment of inter-store and warehouse outgoing transfers
  • Perform quality control checks for all incoming and outgoing merchandise
  • Maintain accurate and orderly inventory
  • Quickly identify, resolve and communicate required adjustments to Inventory Coordinator as needed
  • Coordinate attention paid to damaged merchandise
  • Ensure proper care, handling and storage of inventory

 

E-Commerce Fulfillment

 

  • Manage customer service inquiries on a rolling basis in-line with KPIs
  • Communicate with store teams on required inventory to fulfill customer orders
  • Accurately pick, pack, ship and track online orders in a timely manner

 

Operations

  • Complete delegated administrative tasks
  • Read and action all communications in a timely manner
  • Maintain effective, regular and appropriate communication with colleagues
  • Contribute to a positive and harmonious work environment that adheres to OTH core values
  • Understand and perform against KPIs

Requirements

 

  • Ability to walk with equipment and/or stand for extended periods, when required
  • Ability to lift, carry up to 50 lbs
  • Valid driver license an asset
  • Ability to speak French and English
  • Strong organizational skills and ability to work in a fast-paced environment
  • Autonomous and detail-oriented worker
  • Experience with LightSpeed an asset
  • Commitment to embody and adhere to the OTH values
  • A drive to continue to learn, develop and grow oneself

  

 

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Keyholder

STATUS: Full-Time/Part-Time

 

Position Purpose

The Keyholder’s purpose is to assist in the management and development of the retail store and team.  A key focus is placed on assisting the Store Manager in the implementation and maintenance of store systems, inventory levels, reporting requirements and motivation of and communication with the retail teams.  The Keyholder should be a leader and example in embodying the OTH ethos, values and methodology. 

 

Responsibilities

Customer Service

  • Ensure the OTH approach to customer service is upheld and demonstrated
  • Provide leadership and example in fostering and translating the OTH culture into a customer experience
  • Educate customers and recommend product based on their needs with enthusiasm
  • Continuously contribute substantive sales through enhanced customer service
  • Support initiatives to improve product performance and return on floor space
  • Communicate effectively and respectfully, when observing opportunities in behaviours and approach

 

Operations

  • In the absence of a store manager, take responsibility for the day-to-day management of the store
  • Ensure the execution of all day-to-day cleaning and sanitization tasks throughout the store, creating a safe and comfortable experience for our people, clients, and communities
  • Ensure the meticulous upkeep of company spaces, including BOH and employee areas at all times.
  • Complete delegated administrative tasks
  • Read and action all communications in a timely manner
  • Maintain effective, regular and appropriate communication with colleagues
  • Understand store financial budgets and perform against KPIs
  • With the Store Manager, communicate supporting commentary on KPIs to store support

 

Community Support

 

  • Contribute to a positive and harmonious work environment that adheres to OTH core values
  • Support and participate in periodical store events, forums and meetings
  • Develop local marketing strategies, including local community support
  • Be informed on marketing initiatives and brand updates
  • Maintain relationships within the local community
  • Observe analyze and communicate the demographics and contributing factors of the surrounding community with store support
  • Assist in ensuring that retail staff adhere to guidelines and policies
  • Ensure that all team members are aware of key communications

 

Inventory Management

  • Be conscious of loss prevention, follow guidance to prevent shrinkage and escalate issues as needed
  • Support the ongoing maintenance of store standards
  • Communicate key inventory issues with Store Manager, Inventory Coordinator and other relevant store support roles 

 

Requirements

 

  • Minimum 3 years of customer service or retail sales experience
  • Ability to speak French and English
  • The capacity to learn about and sell products requiring specialist knowledge
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • Solid outgoing personality with superior interaction abilities
  • A drive to continue to learn, develop and grow into new roles

Send your resume to job@offthehook.ca with the job title in the subject line.

 

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