E-Commerce Coordinator

Samsonite; Stratford; On-site; CAD 42,000 - 60,000; Full time

Job summary

Samsonite is seeking a D2C customer service liaison to act as the main contact between an external call center and our internal Ecommerce team in our Canada office in Stratford. You will research questions, assist with pricing maintenance, product setup and online accuracy, and support orders, payments, fraud monitoring, and reviews.

You will handle inquiries via email, phone, or portal, provide timely resolutions, and collaborate with Ecommerce Ops and Wholesale teams to improve the customer

Responsibilities

• Daily interaction with outside call center answering questions via email, phone, or portal
• Fast and thorough research of questions that cannot be currently answered by the external 3rd party call center on their own
• Review weekly call type reporting for call disposition to determine trends for applicable problem resolution
• Provide recommendations for resolution of consistent ongoing issues to E-commerce Ops Manager and VP of E-Commerce
• Ecommerce pricing maintenance and monitoring
• Assist in product setup and online accuracy
• Product information gathering for customer service inquiries
• Processing customer payments and refunds, when necessary, through various systems.
• Assistance with Fraud Monitoring Signifyd software
• Assisting with Online Reviews and Q&A's, when necessary
• Supports Wholesale by completing item set ups for ecommerce listings
• Amazon back-end support, item set up, investigates, and resolves various claims

Job description

Your role at Samsonite:

You will be the main point of contact between our external D2C (direct to consumer) call center and our internal business unit and work out of our Canada office. You will be responsible for providing research and feedback for D2C related customer questions and concerns, as well as assisting the ecommerce business unit in daily functions. The priority of this position is to support a positive customer journey and an excellent onsite experience.

• Daily interaction with outside call center answering questions via email, phone, or portal
• Fast and thorough research of questions that cannot be currently answered by the external 3rd party call center on their own
• Review weekly call type reporting for call disposition to determine trends for applicable problem resolution
• Provide recommendations for resolution of consistent ongoing issues to E-commerce Ops Manager and VP of E-Commerce
• Ecommerce pricing maintenance and monitoring
• Assist in product setup and online accuracy
• Product information gathering for customer service inquiries
• Processing customer payments and refunds, when necessary, through various systems.
• Assistance with Fraud Monitoring Signifyd software
• Assisting with Online Reviews and Q&A's, when necessary
• Supports Wholesale by completing item set ups for ecommerce listings
• Amazon back-end support, item set up, investigates, and resolves various claims