Job Title: Customer Service Manager
Reporting to: Ki-Il Kim
NOC Code: 60020 (Retail and Wholesale Trade Managers)
# of Openings: 1
Type of Position: Full time, permanent
No. of positions: 1
Term: Three years to permanent
Language of work: English
Salary: $ 50/h
Benefits: 4% vacation pay with each month’s pay
Hours: 40 hours per week
1.5x salary after 44 hours a week
Employer: NIBO Cash and Carry Inc. (d/b/a NIBO Distribution)
Business Address: 463 Fenmar Dr, North York, ON M9L 2R6
Work Location: 463 Fenmar Dr, North York, ON M9L 2R6
Website address: N/A
Contact email: [email protected]
Description of company (Name, location, markets/services, etc.)
NIBO Cash & Carry is a Canadian distributor of Vape and Smoking accessories located in North York, Ontario. Nibo Cash & Carry wholesales products to customers such as vape pens, pods, and disposable vapes, water pipes, hand pipes, oil burner pipes, shisha, rolling paper, rigs, grinders, lighters, pocket scales, air freshener, containers, and all other smoking accessories.
NIBO Cash & Carry also has an online platform, SmokeVape.ca, servicing the e-commerce industry across Canada. The business has a wide selection of products that caters to both casual and experienced users, featuring top industry brands and diverse, hard-to-find items. We prioritize customer satisfaction, focusing on competitive prices and quality service, for a unique and personalized shopping experience.
We are a trusted Canadian distributor and source of smoking and vaping accessories, and constantly expand our products to meet consumer demands. Our mission is to bring the best smoking experience to our customers.
Job Summary:
We are seeking a Customer Service Manager to oversee the day-to-day activities of both our in-person and online platforms, ensuring that customer needs are met, while maintaining business operations, in terms of planning, organizing, and directing merchandise for both our business lines. The role includes managing staff, analyzing industry trends, responding to customer request and issues, and ensuring that both the wholesale and retail sale operations are running smoothly. You will be the primary point of contact on the front with customers, and on the back with staff. You will ensure that staff and properly trained in not only their tasks, but industry knowledge and trends to boost the sales of the company. This role requires a strong candidate that has knowledge and experience within the smoking and vaping industry, with proven experience in managing a store-front and e-commerce platform, to drive the continued success and expansion of NIBO Cash & Carry.
Roles & Responsibilities:
- Serving walk-in customers and guiding them to choose specific products, explaining the product, and ensure that all governmental rules are followed;
- Studying current market trends and ensuring that customer demand is noted to drive potential sales in specific target areas of accessories;
- Checking and organizing the back end e-commerce platform, and delegating activities to the staff, to ensure that customer orders are promptly actioned;
- Act as the point of contact for online and in-store orders to ensure for customer satisfaction;
- Receiving phone call orders and documenting it so that the warehouse staff are able to action and fulfil the order;
- Managing and conducting walk-in customer purchases utilizing the MS RMS Dynamic POS system;
- Assisting in the hiring and training process of new employees, ensuring that they are aligned with operational needs (to the POS system), and business goals;
- Determining the needs of the business and managing the necessary inventory orders, in accordance to customer demand and areas of potential sales;
- Communicating with the e-commerce team to ensure that the website is up-to-date, and ensure for the current marketing strategy and direction, as provided by the owner;
- Assist the over in identifying potential pricing strategies and promotions, in accordance to trends that you see in our sales; and
- Providing the best overall customer experience to both in-person and e-commerce business lines, ensuring for customer retention and satisfaction.
Qualifications:
- Have 5+ years of experience with customer service, specifically, in a managerial role;
- Has knowledge of the vape industry, specifically, within smoking accessories;
- Has understanding of all relevant government regulations within the industry;
- General computer skills within the MS Office Suite;
- Ability to manage e-commerce through the backend, utilizing WordPress and add-on apps such as Bear Bulk inventory management;
- Experienced user in MS RMS Dynamics POS System;
- Experience in training and leading staff (both front-end and warehouse); and
- Maintaining a positive attitude and is a team player.
Physical demands for the role
How to Apply:
Please forward your cover letter and resume by email to [email protected] the heading “NIBO- Customer Service Manager” in the subject line in order to be considered for the position. Please apply by email only.
We appreciate all expressed interest in this position, however, only the candidates selected for interview will be contacted.
Pay: $50.00 per hour
Benefits:
Experience:
- managerial customer service: 5 years (required)
Work Location: In person
