Client Management Associate 

Logistics & Customer Service Role 


Job Description

Logistics & Client Management

  • Create client file, gather all necessary order information, and seek out missing information; 
  • Manage client communications throughout each stage of production through our Client Management platform Dubsado & Gmail, update relevant information in client file as needed and communicate with appropriate team member & production;
  • Assist in creating presentation of CADs before they are sent to clients (Photoshop) 
  • Track progress of each order through stages of production to ensure timely completion & delivery; 
  • Closely monitor and track urgent and Order Prioritization orders; 
  • Draft priority list for each photoshoot based on order timelines and client requests; 
  • Manage online storage of photos & videos (Google Drive & Preview App) by filing and naming appropriately;
  • Ensure appropriate content (footage and documents) is shared with clients and properly managed;
  • Create shipping labels for packages and properly share and store them; 

Customer Care

  • Consistently deliver a remarkable customer service experience by acting as the front line of communication (primarily via email, and also live chat, in-person, virtually and phone);  
  • Flag outstanding messages & escalate unresolved matters to Manager & Founder (as needed) and track the responses to ensure they are responded to in a timely manner;
  • Work extensively with customers to provide efficient & timely solutions including: order follow-up, shipment tracking, order updates, etc.
  • Responsible for improving customer retention by combining service and sales skills with product knowledge to ask customers questions and effectively offer relevant solutions;
  • Approach all situations with a solution-oriented mindset to help develop improve the customer experience;
  • Utilize data and customer feedback to analyze customer service trends and recommend revised policies and processes to improve customer experience
  • Proactively look for opportunities to drive sales growth by identifying new leads and hand over leads to appropriate departments    

Administrative Tasks 

  • Perform any basic administrative tasks and assist team members as needed; 
  • Creating Loom videos of your responsibilities;  

Knowledge, Skills & Abilities 

  • Detail-oriented with high level of accuracy;
  • Ability to meet deadlines and communicate need for extension as needed; 
  • Strong organization skills and dedication to completing tasks and projects in a timely manner; 
  • Exceptional interpersonal skills; 
  • Exceptional written and verbal communication skills; 
  • Must be highly organized, proactive and able to multitask in a fast-paced environment; 
  • Ability to creatively and effectively problem-solve varying customer requests; 
  • Remain flexible and continuously adapt as the business evolves and grows; 
  • Self-starter with proof of a strong work ethic and energetic personality; 
  • Team player, can-do attitude, no task too small. Willing to jump into other areas of the business to aid when needed;
  • Work collaboratively and liaise with appropriate departments; 
  • Comfortable using resources to work independently to problem solve/assist customers; 
  • Collaborate with management to escalate customer issues when necessary to provide most seamless customer experience possible;
  • Ability to retain product knowledge/details and grow knowledge as inventory changes/expands; 
  • Experience handling multiple programs simultaneously in a fast-paced changing environment; 
  • Professional selling skills are ideal but not required - understanding fundamentals of how to sell and adapt style depending on the client’s demeanor are an asset.   

Role Details

  • In-person position (Showroom is located in Wendover, ON) 
  • Work hours are 9am to 5pm 
  • Work tools will be provided 

Feel like you’re a good fit? 

 Fill out the job application form 

Job Description

Job Description