About the Company
Mountain Equipment Company (MEC) is Canada’s go-to retailer for outdoor gear and apparel. Founded in 1971, MEC empowers Canadians to get outside and be active by providing high-quality, sustainably sourced products and expert advice. With a strong commitment to community and environmental stewardship, MEC serves a passionate member base across the country through its extensive online presence and network of retail stores.
Job Description
MEC is seeking a dedicated and articulate Shopify Customer Liaison to join our team, focusing exclusively on written communication. In this role, you will be the primary point of contact for our online customers, addressing inquiries, resolving issues, and providing exceptional support through email, chat, and other written channels. This position requires a keen eye for detail, excellent grammar, and a proactive approach to customer service, ensuring every interaction reflects MEC’s commitment to quality and satisfaction. You will be instrumental in maintaining a positive brand image and fostering strong customer relationships for our e-commerce platform powered by Shopify.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and internal ticketing systems regarding orders, products, shipping, and returns.
- Resolve customer complaints and issues effectively and efficiently through written communication, escalating complex cases as necessary.
- Provide accurate and detailed information about MEC products, services, and policies.
- Process returns, exchanges, and refunds in accordance with company guidelines.
- Maintain comprehensive and organized records of customer interactions and transactions.
- Collaborate with other departments (e.g., fulfillment, marketing) to ensure seamless customer experiences.
- Identify and report recurring customer issues or trends to improve processes and product offerings.
- Contribute to the development and maintenance of customer service knowledge base articles and FAQs.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proven experience in a customer service role, preferably in an e-commerce environment.
- Proficiency with Shopify administrative panel and order management.
- Ability to articulate complex information clearly and concisely in written form.
- Strong problem-solving and critical thinking abilities.
- Familiarity with CRM software and customer support ticketing systems.
- Ability to work independently and manage time effectively.
- High level of empathy and customer-centric approach.
Preferred Qualifications
- Experience with specific customer service platforms (e.g., Zendesk, Gorgias).
- Knowledge of outdoor sports and gear.
- Familiarity with Canadian retail practices and consumer protection laws.
- Experience in a remote customer support role.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Generous employee discount on MEC gear and products.
- Paid time off and holiday pay.
- Opportunities for professional development and growth.
- A supportive and collaborative work environment.
- Contribution to a company passionate about the outdoors and sustainability.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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