Leah Alexandra Jewelry is seeking a full-time Customer Care Manager to join our Vancouver team!

Applicants must have a strong background in retail and/or customer service and experience managing a small team. This individual will be responsible for managing all incoming customer inquiries through both email and in-person through the Studio boutique and our retail locations. The Customer Care Manager oversees the day-to-day processing of online orders from start to finish with assistance from the Customer Care Assistant in addition to managing the employees at our Vancouver retail location within the Fairmont Pacific Rim. 

Working closely with the CEO & Creative Director, this position is instrumental in helping to maintain the brand’s allure through online and in-person customer experiences. As the face of LAJ, they should provide the best quality of customer service to each and every individual. The ideal candidate works well under pressure to handle meeting tight deadlines for order processing while multitasking miscellaneous studio duties and retail store management.  

QUALIFICATIONS

• Minimum 2 years of experience in a fast-paced retail environment
• Experience with Shopify is considered an asset
• Excellent oral and written communication
• Exudes a calm and collected demeanor with passion for problem-solving and conflict resolution
• Able to efficiently multitask
• Interest in jewelry, fashion and social media
• Creative, forward-thinking and self-motivated

RESPONSIBILITIES
Customer Care

• Provides training for Customer Care Assistant and additional employees coordinating miscellaneous customer care tasks.
• Conduct weekly check-ins with Customer Care Assistant and Retail Store Manager to ensure smooth operations.
• Ensure to attend weekly check-ins with the Operations Manager and CEO/Owner. 
• Answering all incoming emails to the Company’s general inbox and responding within the 48 hour window. 
• Takes case-by-case approach to responding to customer inquiries where necessary.
• Assesses customer inquiries with utmost care and consideration in order to prevent escalating customer interactions.
• Initiating and completing returns, exchanges, and repairs with the assistance of the Customer Care Assistant. 
• Assess problem pieces in order to report improvement opportunities for procurement.
• Continue follow-ups with customers regarding out-of-stock products.
• Ensure you are versed in the Acuity application for Spark Studio appointments
• Conduct regular inventory counts for web order supplies and ensure the retail locations are properly stocked. 
• Instruct Customer Care Assistant and/or Studio Assistant to keep the boutique area of the studio refreshed and tidy.
• Be knowledgeable on boutique cash outs and conduct when required.

Web Order Fulfillment

• Assist the Customer Care Assistant  with processing and fulfilling online orders where necessary from Monday to Friday.
• Utilize time management skills to ensure orders are shipped out on time.
• Update orders as per miscellaneous customer requests to ensure they are sent out correctly.
• Facilitate ongoing shipping updates with our shipping vendors.
• Work with the Customer Care Assistant to create all shipping labels needed for online orders whether this be through the Desktop Shipper application (Canada Post/USPS), or express carriers such as Fedex, or DHL.
• Work  with the Creative Content Manager to update the Company website with the most current customer care related information, and anything related to shipping orders.
• Manages Customer Care and Studio Assistants to prepare web order materials at the end of each day to ensure efficient future order processing times.
• Ensures efficient use of studio space for storing web order materials, especially during high-volume sales periods.
• Leads and manages large volume sales throughout the year, including workspace set up and labour scheduling.
• Assists with building web order boxes, folding india paper, prepping stickers, adding applicable care cards to pouch-in-boxes, and organizing packing slips.
• Work with the Customer Care Assistant to organize web orders for studio pick-up.
• Work with the Operations Manager to assess Customer Care and Retail Operations for continuous improvement opportunities
• This position is full-time, permanent, Monday to Friday but will require flexibility for the occasional Sunday shift at our retail location if required.

Details

This position is full-time, permanent, Monday to Friday but will require flexibility for the occasional Sunday shift at our retail location if required.

• Compensation based on experience
• Health spending account
• 2 weeks paid vacation

Please email your resume to careers@leahalexandra.com, and include "Customer Care Manager" in the subject line.