Customer Service Specialist

Hacksmith; Cambridge; On-site; CAD 40,000 - 55,000; Full time

Job summary

A creative tech company based in Cambridge, Ontario is seeking a Customer Service Specialist to provide exceptional e-commerce service and assist with order fulfillment. The ideal candidate will have 3-5 years of relevant experience, strong communication skills, and the ability to multitask. You will enjoy a range of perks including gourmet lunches and health benefits, but must work on-site as telecommuting is not an option.

Benefits

Gourmet lunch every work day

Snacks and coffee

Competitive vacation policy

Health Spending Account (HSA)

Employee discount on Hacksmith merch

Qualifications

• 3-5 years experience in e-commerce customer service and order fulfillment.
• Flexibility for occasional evening/weekend work.
• Ability to lift up to 50 lbs.

Responsibilities

• Respond to customer emails and messages.
• Monitor Live Chat on the website.
• Pick and pack online orders.

Skills

e-commerce customer service

order fulfillment

professional communication

multitasking

Tools

Google Apps

Microsoft Office

Shopify

ShipStation

Zendesk

Job description

Overview

The Hacksmith team is made up of outside-the-box thinkers who take fictional ideas from comics, movies, and video games and make real working prototypes. We make viral videos of our creations on YouTube, and in doing so make dreams a reality by building real life superhero tech; as seen in our channel trailer. We take pride in inspiring youth around the world to get into STEM and other related fields, while always dreaming bigger.

We are looking for a passionate, self motivated individual who can identify problems and solve them independently. There will be ample opportunity to take on greater responsibility, overcome challenges, and meaningfully contribute to the team.

Hacksmith Retail is a subset of the Hacksmith Industries umbrella corporation responsible for all products, merchandise, and collectibles that find their way onto https://hacksmith.store. We sell our products to millions of Hacksmith fans around the world. This role is focused on providing exceptional e-commerce customer service, daily order fulfillment, and inventory assistance.

We are looking for a passionate, self-motivated individual who delivers results. There will be ample opportunity to take on greater responsibility, overcome challenges, and meaningfully contribute to the team.

About You

You are a people person who enjoys working at a small company. You understand that working at a startup requires you to wear different hats to get the job done. You thrive on responsibility and love taking on new challenges. Our Customer Service Specialist ultimately shapes the customer experience through knowledgeable service, timely resolution and established trust, upholding the reputation of Hacksmith Retail Ltd.

Responsibilities

• Customer Service
• Respond to customer emails, messages and phone calls
• Monitor Live Chat on our website
• Keep our gift shop and gallery presentable and restock shelves as needed
• Interact with customers and offer POS check out assistance as required
• Pick and pack online orders
• Inform manager when supplies need to be replenished
• Coordinate with courier drivers for pickup when required
• Inventory Assistance
• Count and inspect incoming shipments and inbound transfers
• Month end and year end inventory count
• Other duties as required

Requirements

• 3-5 years experience working in a similar role (e-commerce customer service and order fulfillment)
• Flexibility to work the occasional evening/weekend
• Strong professional written and verbal communication
• Proficiency in Google Apps, Microsoft Office, and Shopify
• Passionate and dedicated
• Detail oriented
• Adaptive to change
• Organized
• Follow up on outstanding items proactively
• Ability to multitask and take initiative to problem solve independently
• Ability to lift up to 50 lbs
• Experience with ShipStation and Zendesk

Perks

• Gourmet lunch every work day (we have a very skilled chef on staff)
• Snacks and coffee to keep you fueled
• Competitive vacation policy
• Health Spending Account (HSA)
• Employee discount on Hacksmith merch

You must be willing to work on site. This role is based in Cambridge, Ontario and telecommuting is not an option.