Since our inception in 2010, OAK + FORT has curated collections that reflect our design philosophies. OAK + FORT is a belief that fashion should be uncomplicated and thoughtfully designed. We are not distracted or fettered by trends. We will continue to provide attainable luxury to like-minded individuals.

POSITION SUMMARY
The E-Commerce Customer Care Representative acts as the liaison between our (online) customers and the company. This position is responsible for generating sales revenue through live chat, phone, and email communications to existing and new customers.

RESPONSIBILITIES

• Respond to internal and external customer service issues, and coordinate solutions between internal departments through e-mails, phone calls, and live chat
• Ensure we are maintaining a positive and fast turn-around time for all inbound e-mails, calls and live chats
• Provide updates to customers about new products while promoting our brand or products by up-selling and cross-selling
• Check inventory levels for product availability when inquired by customers or retail stores
• Connect with customers and e-commerce shipping/receiving team for order status, return packages, showroom pick-up orders, and other customer inquiries
• Process returns, partial refunds, and credit memos while assessing each case thoroughly
• Assist in inventory transfers between e-commerce and stores to fulfill customer orders
• Maintain consistent communication with e-commerce shipping/receiving team, e-commerce manager, store associates/managers, and web developer to gain scope in resolving issues
• Gather feedback from clients on product fit, online and retail experience, and exchange policy and procedures
• Identify and implement customer service best case practices
• Perform other assigned duties

REQUIREMENTS

• Exceptional communication skills, both written and verbal
• Customer service oriented with a natural desire to care for the needs of others
• Knowledge and passion for fashion and style trends
• Post-secondary education or equivalent in Communications is an asset.
• Previous experience in a retail sales role is an asset.
• Previous background in providing phone and email support, experience in the fashion industry is an asset.
• Experience with Netsuite and/or customer management software is an asset.
• Deep desire to put drive & effort into your work.
• Strong computer skills.
• Connects with OAK + FORT aesthetic
• Experience working in the fashion retail industry is an asset

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