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Customer Care / Online Support Coordinator At Bailey Nelson

Location: Vancouver, British Columbia

Job Description

Founded in Bondi Beach in 2012, Bailey Nelson is a global brand with over 50 boutiques across Australia, New Zealand, London and Canada. Our purpose is to create the future of eyecare. To us, eyecare isn’t just optometry, it’s the entire customer experience from testing, health to high quality glasses. Every day, we positively change how customers see the world and how the world sees them. And every day we strive to constantly improve that process and ourselves.

We start with a process that’s clever and honest. We use it to craft eyewear that’s both beautiful and affordable. And we hire people who are passionate and genuine. We strive to deliver fantastic eyewear frames at a reasonable price, backed up by great service.

What we need:

We’re looking for an outstanding individual to join our online store team. Working under the guidance of both our Regional Manager and Online Customer & Operations Lead you’ll be responsible for processing all online orders and enhancing the overall online customer experience through online chat & support.

You’ll excel in this role if you thrive in a fast-paced start-up environment, are comfortable wearing many hats and have a strong interest in all thing’s customer care.

In addition to working 4 days per week in our office with our online customers, this role will spend 1 full day in our retail store working directly with our customers. The shift for this role is Sunday to Thursday.

Key responsibilities & duties:

Manage and execute all online orders for our North American website which includes:

  • Processing and shipping orders (including returns)
  • Follow up on orders (in-store, online and on-hold)
  • Reconcile outstanding orders in Shopify and Acuitas
  • Managing and entering all invoices, payments and orders into our POS
  • Facilitate any lens upgrades and additional payments

Support and implement website updates including product releases (i.e. contacts), merchandising, content updates and inventory management

Provide exceptional customer experience through customer support emails, online chat and phone calls

Generate and execute new ideas to improve the online customer experience

Conduct customer follow ups on expired and missing customer prescription scripts

Skills, qualification, education & experience required:

  • Post secondary degree or equivalent
  • 1-year experience working in ecommerce or retail operations is an asset
  • Good understanding of web technologies, specifically Shopify
  • Good understanding of web analytics, specifically Google Analytics
  • Proficient in Excel
  • Able to work independently and manage strict timelines

Along with all the usual things like staff discount, great pay & benefits, we offer an awesome work environment with an exceptional group of people who will challenge and develop you through your career!