Job Description

Job Summary

The Customer Experience Supervisor will represent the brand and deliver exceptional customer experience across all communication channels. Responsibilities include data entry, responding to customer inquiries, complaints and concerns, general office/administrative duties, and helping our team make our product the best kinesiology tape on the market! This role is crucial to the success of the company and will require frequent interaction with internal and external stakeholders including sales/marketing team, operations team, customers, vendors, and shipping carriers. The Customer Experience Supervisor will act as a brand ambassador and provide positive brand experiences to all customers.

Responsibilities

Provide award-winning customer service; build quality relationships with customers, suggest new services, and remind them of upcoming events. Handle and respond to inquiries and/or complaints regarding the organization's products and/or services, pricing, delivery dates, adjustments to bills/orders, and other general account maintenance activities. Ensure all customer interactions including email, telephone, live chat, social media platforms, Skool platform, and events meet high-quality customer service standards with excellent responsiveness. Monitor the Skool community daily: like every new post and respond to all comments within 24 hours. Post engaging, relevant content aligned with company email flows and promotions (in collaboration with the marketing team) on Skool platform. Initiate at least one new discussion thread or question weekly to stimulate group engagement. Coordinate with our doctor to source FAQs and create Q&A-style posts for the community. Report on engagement trends and share ideas to improve community interaction. Maintain a positive, empathetic, and professional attitude toward customers at all times. Communicate feedback from the customers to your manager to optimize customer experience across all touchpoints including products, website, eblasts, and display ads etc. Data entry functions such as processing orders, shipments, creating and issuing purchase orders to vendors. Prepare purchase orders for products and follow through until products are shipped. Assists with serving as a liaison between customers, operations team, vendors and production to ensure customer satisfaction by coordinating communications, following-up with problems, and serving as a contact point for customers. Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer care. Perform office administrative and support functions, such as copying, filing, faxing, preparing documents, data entry, and running reports. Manage database records by updating customer and company product information in systems. Document processes, and logging customer compliments and complaints. Process returns, obtain approval for return, and arrange pick ups. Maintain office inventory and equipment by checking stock to determine inventory level, anticipating needed supplies, placing, and expediting orders for supplies, verifying receipt of supplies. Performs other duties as assigned.

Requirements

College diploma or undergrad university degree or equivalent education and experience. At least two years of customer service experience, preferably within a healthcare environment. Excellent interpersonal, listening, and written communication skills for both customer-facing interactions and internal communications. Strong decision making and problem-solving skills. Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times. Immaculate attention to detail and grammar. Ability to deal with pressure, changing priorities and be open to learning and continuous improvement. Ability to build strong relationships with customers and other departments and offer a world class customer service experience. Exceptional organization skills with the ability to handle multiple tasks. Ability to work in a team environment, and independently with minimum supervision. Experience using the Skool Software is an asset. PC skills; Microsoft Office applications (Excel, Access, Word, PowerPoint, Outlook); and ACCPAC.

Working Conditions:

Office environment, and visits to the manufacturing warehouse when needed

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Job Types: Full-time, Permanent

Expected hours: 40 per week

Benefits:

Company events Dental care Extended health care Life insurance On-site parking Paid time off RRSP match Vision care
Flexible language requirement:

French not required
Schedule:

Day shift Monday to Friday
Experience:

Customer Service in an Office Environment: 3 years (required)
Work Location: In person