Job Description

About Us

Rack Attack is the premiere rack specialty retailer in North America. Our focus has always been a customer-first mentality and finding the best rack solution for your lifestyle. From our first store in 1996 to now, we are passionate about what we do. It has been 26 years and we're still on top! We are consistently expanding our reach which provides ample opportunity to grow with us!

Job Duties, Responsibilities, & Expectations

Order Management:

Monitor and manage the mail order queue by allocating, packing, and shipping orders (when applicable to your store). Ensure timely shipping from other stores and prompt necessary follow-ups.
Customer Communication:

Proactively follow up with customers regarding delays, shipping issues, swaps, and other concerns to maintain satisfaction.
Order Accuracy:

Minimize void order rates through diligent follow-up and effective communication.
Special Requests:

Coordinate with the purchasing team to process and fulfill special order requests.
Amazon Management:

Prioritize and manage Amazon orders, ensuring tracking information is accurate and up to date. Respond to all Amazon customer messages, issues, claims, and return requests promptly.
Outstanding Orders:

Regularly review all pending orders, taking necessary actions to ensure closure.
Phone & Voicemail:

Answer calls and respond to voicemail inquiries efficiently. Daily Tasks (to be completed continuously throughout the day)
Orders:

Check, allocate, and process any orders with less than three hours remaining for allocation. Ensure allocation follows standard requirements.
Amazon Tasks

Messages:

Respond to all messages in the Amazon inbox, regardless of time remaining.
Tracking Updates:

Upload tracking numbers at least twice daily for early-shipped orders.
Order Fulfillment:

Allocate and ship Amazon orders at least one day before the due date whenever possible.
Drop shipping:

Access vendor portals to place dropship (DS) orders. Update the dropship order list accordingly.
Hiver/Issue Management:

Check and respond to any issues or Hiver messages that are more than one hour old.
Warranties:

Address ongoing warranty conversations or existing issues in a timely manner.
Shipping Orders:

Pack all orders before carrier pickup times. Work with stores to ensure orders are prepared for carrier pickups on time. Assist with FBA (Fulfilled by Amazon) order shipments as needed.
Flagged/Order Issues:

Prioritize flagged or high-priority orders, adding details to the issue tracker for visibility.
Returns:

Process all returns promptly, including UPS drop-offs, ensuring same-day processing or completion on Monday mornings for weekend drop-offs.
Order List Management:

Review backorders by checking Acumatica and purchase orders for expected delivery dates or reorder status.
Inventory Management:

Identify and report inventory issues or stock shortages to the Purchasing and eCommerce teams.
Setting Reminders:

Utilize tools such as the Gmail task toolbar, sticky notes, or a whiteboard to track customer interactions or open issues, ensuring nothing is overlooked.

Qualifications

Proficient in English with strong communication skills Experience in customer support and client services Skilled in data entry and phone etiquette Familiarity with Microsoft Office and computer skills Ability perform outbound calling Multilingual or bilingual abilities are a plus Previous experience in a call center environment is advantageous
Job Type: Full-time

Pay: $19.00-$20.00 per hour

Benefits:

Dental care Extended health care Paid time off RRSP match Store discount
Ability to commute/relocate:

Vancouver, BC: reliably commute or plan to relocate before starting work (preferred)
Experience:

E-commerce: 1 year (required) Customer service: 1 year (required)
Work Location: In person

Expected start date: 2025-07-02