E‑Commerce Client Experience Specialist

Socket.dev; Montreal (administrative region); On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Paid time off

Tele-medicine

Employee Assistance Program

Birks University trainings

Employee discount

Job summary

Birks in Montreal seeks a Client Service Specialist to handle daily e‑commerce order fulfillment and respond to inquiries via phone, chat and email. You will coordinate with Distribution Centre and other internal departments to ensure accurate order information and timely processing.

Responsibilities include updating product information, managing reviews, assisting the E‑Commerce Manager, and delivering exceptional customer experiences across channels in both English and French.

Qualifications

• 1–2 years’ experience in Customer Service or similar role.
• 1–2 years’ experience in E-Commerce and/or order fulfillment.
• Data entry experience.

Responsibilities

• Review and action incoming e-commerce orders promptly in Salesforce Commerce Cloud.
• Coordinate with Distribution Centre and internal teams for statuses and returns.
• Collaborate with Credit on suspicious/high-risk orders.
• Search alternate warehouses when items are unavailable.
• Create transfer orders and manage store communications.
• Handle special orders and initiate repairs with follow-up.
• Respond to Google and Meta reviews; liaise with stores as needed.
• Provide product information updates to the E-Commerce Manager.
• Answer inquiries by phone, chat or email and escalate where necessary.
• Provide technical support for website issues and guide customers through processes.

Skills

Fully bilingual (English, French)

Excellent written and verbal skills

Strong attention to detail

Time management and multitasking

Analytical and problem solving

Proficient with MS Office

Education

College degree or equivalent work experience

Tools

SFCC (Salesforce Commerce Cloud)

Web-based applications

Inventory/fulfillment systems

Job description

Birks in Montreal seeks a Client Service Specialist to handle daily e‑commerce order fulfillment and respond to inquiries via phone, chat and email. You will coordinate with Distribution Centre and other internal departments to ensure accurate order information and timely processing.

Responsibilities include updating product information, managing reviews, assisting the E‑Commerce Manager, and delivering exceptional customer experiences across channels in both English and French.