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Consumer Care Expert ( Remote)

Ontario, Canada

Job Type:

Full Time

About Spinrite

Spinrite is an inspiration and education-driven crafts company in the North American market. Bernat, Red Heart, Caron,  Coats & Clark and Yarnspirations are our key brands,  supporting brick and mortar and e-commerce sales channels. Our products are available at leading retailers such as Walmart, Amazon, Jo-Ann Stores and Michaels. We take pride in what we do and are passionate about inspiring creativity for our consumers. Recently, we have grown significantly. In early 2019, we purchased Coats & Clark, which essentially doubled the size of our company. Moving to the future, our vision is to the world’s largest inspiration-driven company for makers all over the world.

About the Role

Reporting to the Consumer Care Supervisor, this individual will act as the front line of support for Spinrite’s products and services. Additionally, they will help ensure consumers become advocates for our brands by delivering helpful information, answering questions, and addressing issues over email, phone, mail, social media, and more.

Duties & Responsibilities

  • Manage consumer requests required. Phone, email, mail, and social media according to company standards

  • Assist with various pattern inquiries, providing clear and helpful instructions and work with pattern designers to ensure consumer satisfaction.

  • Educate consumers on Spinrite products as they search on Yarnspirations.com and in retail locations.

  • Assist consumers with placing and tracking orders, shipping concerns, and refund requests.

  • Investigate and respond to order issues.

  • Document all phone and email interaction in helpdesk platform, Salesforce Service Cloud

  • Maintain data regarding quality issues related to company products and patterns.

  • Assist with corporate Donations program.

  • Assist with the identification of problems and trends in consumer issues.

  • No specific responsibility for the health and safety of others, beyond following standard defined health and safety procedures and reporting any observed workplace hazards.

  • Perform other duties as required.

Qualifications

  • 3-4 years of relevant work experience in consumer/customer service in a corporate environment

  • 5+ years of Knitting, crocheting and/or sewing experience/ability to read patterns.

  • Hands on experience with Salesforce Service Cloud or similar Client Relationship Management platform

  • Ability to type 50 wpm while talking to consumers.

  • Strong computer skills including Microsoft Office 365, Word, and Excel, with an ability to learn job-specific software programs and processes.

  • Excellent communication skills, both verbal and written

  • Strong attention to detail and ability to organize work and time for efficiency and productivity.

  • Secondary School diploma

Spinrite is an equal opportunity employer. It is our policy to provide equal employment opportunities to all employees and all applicants for employment without regard to any status protected by the Ontario Human Rights Code, US Equal Employment Opportunity Commission, and applicable state law. If you need assistance or accommodations during any part of the application or interview process, please contact us at 519-291-3780 and ask to be directed to HR.

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