Associate, Customer Care

Sundays was founded in Vancouver in 2019 by four friends with deep roots in furniture and retail. We design West Coast modern pieces: warm, functional, built to last. We sell direct to customers across the US and Canada, online and through showrooms in New York, Pasadena, Vancouver, Toronto, and Calgary. Our sister brand Hetta takes a more refined, traditional approach, while upholding the same commitment to quality.

The mission of the Customer Care team is to provide exceptional service and support to our customers, delivering a responsive, seamless experience from start to finish. Reporting to the Customer Care Manager, the Associate, Customer Care, is responsible for ensuring high quality and efficient customer interactions and supporting customers with orders from receipt to shipment.

We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.

You are organized, detail-oriented, authentic and passionate about customer care.

DUTIES & RESPONSIBILITIES:

• Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
• Support customers with managing orders as needed throughout the purchase process
• Provide customers with timely communication on updates to existing orders as needed
• Support and drive sales transactions with customers
• Understand the Sundays product assortment
• Support customers with logistics execution and problem solving
• Support retail with inquiries from customers in the showroom
• Support product return requests from customers through approval
• Support in managing customer reviews on external platforms

QUALIFICATIONS & REQUIREMENTS:

• Required to work on weekends, when scheduled
• 1 - 2 years of Customer Care/e-commerce experience in a high-volume environment
• Excellent written, verbal and interpersonal communication skills
• Strong ability to understand customer needs and diffuse contentious situations while remaining calm, informative and friendly
• Confident in multitasking, prioritizing and organizing tasks to meet deadlines and increase efficiency
• Detail-oriented
• Work well under pressure, independently and as a member of a team
• Intermediate to advanced computer skills including Microsoft Office suite, navigating the web and ability to type 50+ wpm
• Experience with Shopify or e-commerce platform an asset

WHAT WE OFFER

• Competitive salary and performance bonus tied to channel outcomes.
• Comprehensive benefits plan (health, dental, vision), including enhanced mental health support.
• Three weeks of vacation in your first year.
• A flexible, collaborative work environment with a design-forward office in Vancouver.
• Fully stocked kitchen with snacks, coffee, and tea.
• Ergonomic workstations with sit-stand desks.
• Generous product discounts across Sundays and Hetta.
• Opportunities for professional development and career growth as the company scales.

The salary for this role is currently budgeted between $46,000 - $50,000