E-Commerce Coordinator

Job description

Your role at Samsonite:

You will be the main point of contact between our external D2C (direct to consumer) call center and our internal business unit and work out of our Canada office. You will be responsible for providing research and feedback for D2C related customer questions and concerns, as well as assisting the ecommerce business unit in daily functions. The priority of this position is to support a positive customer journey and an excellent onsite experience.

• Daily interaction with outside call center answering questions via email, phone, or portal

• Fast and thorough research of questions that cannot be currently answered by the external 3rd party call center on their own

• Review weekly call type reporting for call disposition to determine trends for applicable problem resolution

• Provide recommendations for resolution of consistent ongoing issues to E-commerce Ops Manager and VP of E-Commerce

- Ecommerce pricing maintenance and monitoring

- Assist in product setup and online accuracy

- Product information gathering for customer service inquiries

- Processing customer payments and refunds, when necessary, through various systems.

- Assistance with Fraud Monitoring Signifyd software

• Assisting with Online Reviews and Q&A's, when necessary

• Supports Wholesale by completing item set ups for ecommerce listings

• Amazon back-end support, item set up, investigates, and resolves various claims

Qualifications We're excited if you have:

• Grade 12 or equivalent education • 1+ years’ experience in customer service or working directly with customers in a retail capacity • Experience in ecommerce or digital marketing considered an asset • Post-secondary education highly desirable. • Computer proficiency in Microsoft Excel, Outlook, and Word • Ability to interact with the team in a fast-paced environment, remaining flexible, proactive, resourceful, and efficient • Detail-oriented with a strong sense of urgency • Demonstrates logical analysis and problem-solving skills

Why you'll love working here:

- Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.

- Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to culture and inclusion empowers us to bring our authentic selves and unique differences to work every day.

- Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value:

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, BÉIS, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.