E-Commerce Support

Company description

We are Thread & Maple, a Canadian company specializing in unique knitting and crafts tools and accessories, based in St-Lambert, QC. We are a women-owned small, but rapidly growing business, primarily selling our products online directly to customers and wholesale to 50+ yarn & crafts shops in North America, Europe and Australia. Our headquarters are located in the charming St-Lambert town centre, walking distance from shops and restaurants.

We are looking for a reliable, organized self-starter to join our team and help us scale the business to the next level. This is an exciting opportunity for someone interested in the crafts, retail or e-commerce and wanting to make an impact on the growth of a small business.

We offer

• An intimate, safe working environment, sharing a common space with only 2-3 others
• Schedule flexibility
• Expenses-paid travel to industry trade shows and fibre festivals
• Plenty of opportunity for growth within a small team

Check out our website for more information about our products & team

Job description

We are looking for a reliable, friendly self-starter to join our team, working alongside our fulfillment manager in our St-Lambert office to ensure customer orders are carefully prepared, beautifully packaged and quickly shipped. An equally important part of the role is helping our Customer Support Manager manage the customer support queue, including e-mail, phone and live chat requests from customers.

Core Responsibilities

• Customer order preparation, packaging and shipping
• Receiving, logging and organizing incoming inventory
• Assembling product components and bundles in preparation for shipping
• Responding to customer inquiries via e-mail & chat promptly and professionally, while ensuring that issues are resolved in a timely manner
• Building dynamic knowledge base of company products, processes, FAQ's and tutorials to support customer self-service capabilities as well as optimizing request handling time
• Following company communications guidelines and procedures under minimal supervision
• Building rapport with customers by engaging with them in an inviting, friendly, and professional manner and proactively following up to ensure satisfaction and repeat business
• Accurately logging customer interactions and escalating issues to the appropriate team members

Requirements

• Available most weekdays 9am-4pm for a total of 30-40hrs/week. Starting with 6 month trial as independent contractor, with option to move on payroll full-time beyond, which includes 2 weeks paid vacation & paid holidays.
• Work on-site in our St-Lambert office location alongside with our fulfillment & support team
• Very detail-oriented
• Exceptional organizational and follow-up skills
• Strong verbal and written communication skills in English and French
• Minimum of 1 year of customer service experience
• Strong problem-solving and decision-making skills
• Interest in knitting/crochet/crafts a plus

Job Types: Full-time, Part-time

Pay: $16.50-$18.00 per hour

Expected hours: 30 – 40 per week

Benefits

• Store discount

Experience

• Customer service: 1 year (required)

Language

• French (required)
• English (required)

Work Location: In person