Effective September 1, Bravado Designs office will be moving to 610 Applewood Crescent, Vaughan, Ontario L4K 0E3

Who You Are:

You are enthusiastic and proud to apply your knowledge and skills to meet objectives. You enjoy working collaboratively with team members who share your passion as a Brand Ambassador to achieve results. Your ability to utilize effective organizational and communication skills coupled with strong problem-solving skills contributes to your sense of accomplishment in your work. You are both a team player and you work well independently.

Position Objective:

Reporting to the Senior Manager Marketing, the Customer Service Associate is accountable to provide exceptional customer service experience to B2C and B2B customers via email, live chat and phone, in a manner consistent with Bravado’s Values and Behaviours.

The Customer Service Associate helps resolve customer-related issues and escalates as necessary to the Senior Manager, Marketing or other departments in the organization ensuring the tickets are tracked and closed in a timely manner.

Position Responsibilities:

Customer Service:

• Provide effective responses within one business day to customers who contact Bravado via incoming calls, emails, Live Chat (real-time engagement with Moms, Amazon, and Yotpo (customer review site)
• Discussions may include, but are not limited to, order status, returns, stock availability, order processing, core and new product styles, fit, pricing, and promotions
• Engage customers by demonstrating a positive, encouraging and empathetic tone of voice and writing style
• Manage Customer Relationships and Engagement standards ensuring that both are consistent with Bravado Values
• Assist customers with fit inquiries and complete Bravado’s Fit Certification Program.
• Help direct customers to Bravado Designs online resources for size/fit assistance.
• Direct all incoming calls to appropriate parties.
• Accurately log all calls, emails and follow system and process protocols for complaint and escalated calls for resolution of issues.
• Efficient use of Bravado’s ERP system (BlueCherry), Shopify, and Store Locator, as required.
• Create and share a monthly customer experience report based on customer interactions, complete with recommendations for improvement and further opportunities
• Relentless focus on data and insights for the team based on customer feedback, partnering cross-functionally to ensure insights are turned into action where possible
• Follow return and exchange policy process for defective or unwanted products and coordinate the return with the accounts payable and logistics teams.
• Respond to product reviews, within approved guidelines and schedule, to customer service-related questions/comments on Live Chat, bravadodesigns.com, Yotpo, and Amazon with particular emphasis on reviews of 3 stars or less in order to transform dissatisfied enquiries/feedback into a positive outcome
• Maintain CRM (Gorgias) i.e.: update macros, automated responses.
• Engage closely with the Marketing Team to understand initiatives, promotions, website updates and communications that could impact the overall customer experience.
• Participate in Marketing Team meetings and collaborate with team members to share consumer insights.

Qualifications & Required Experience:

• Minimum 3-5 years’ experience in a related position ideally in Customer Experience and Administration, preferably in the apparel, wholesale or consumer goods industries
• Proven track record managing and enhancing customer relationships and resolving issues to achieve results.
• Proven skills using Live Chat, ERP (i.e. BlueCherry) and CRM (i.e. Gorgias) systems
• Intermediate skills using Microsoft Suite i.e. Excel, Word, PowerPoint, Outlook, Teams
• Effective oral and written English communication skills.  Proficiency with written and oral communication skills in French is an asset
• Proven effective organizational skills
• Post-secondary education or equivalent experience in customer service and administration
• Team members work on a hybrid basis between in office and remote days

Essential requirements within Bravado’s culture and must demonstrate key Bravado Values which are One Team, Resilience, Respect, Passion.

We offer a competitive compensation and benefits package.

If you are interested in this opportunity and have the skills and experience required, we invite you to send your covering letter and resume to: recruit@bravadodesigns.com and in the subject line quote the position title and date of application. We appreciate your interest in this opportunity, however, only those selected for an interview will be contacted.

Bravado Designs Ltd. is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Bravado Designs Ltd. will make accommodations available to applicants with disabilities upon request during the recruitment process.