Customer Experience Representative

Job Description

Who we are: Partake Brewing has taken the non-alcoholic beer scene by storm, one sip at a time. We are the leading non-alcoholic craft beer brand in North America. At Partake Brewing we believe anyone, anywhere should have the freedom to connect over a great craft beer and partake in all life has to offer. We are a team of passionate, roll up your sleeves, and enthusiastic people committed to continuing the revolution of the non-alcoholic industry in North America. If this sounds like you, we’d love to meet you!Our core values:

• Be Better
• Play as a Team. Win as a Team
• Listen then Innovate
• Make it Fun

We pride ourselves on offering great tasting, natural and health-focused products. We are an award winning and innovative company that continuously works with our R&D team, brew master and suppliers to extend our offerings, and to provide our customers with the best non-alcoholic craft beer on the market. We are proud to have amazing retail partners like Loblaws, Sobeys, Whole Foods, SuperStore, the LCBO, and the Beer Store supported by a rapidly growing group of passionate customers.Key Accountabilities of the Role: As Partake Brewing’s Customer Experience Representative, you will be the first point of contact for our B2C customers. You will be responsible for:eCommerce Management and Customer Experience

• Orchestrating the entire Partake online shopping experience from marketing mix development, implementing added-value services and products and before and after sale customer service
• Taking the lead on developing Partake’s eCommerce plan and ensuring that our eCommerce strategy is keeping up with current trends
• Embodying the Partake Brewing spirit and brand to carefully and effectively address customer inquiries and issues on our various social platforms and other key touchpoints including our Customer Experience inbox, phone and online chat – you will be our B2C customer expert!
• Maintaining our inquiry and refund tracking systems using tagging and internal databases
• Liaising with our eCommerce warehouses to ensure the smooth and quick turnaround of orders, shipments and reshipments
• Developing and maintaining excellent relationships with our warehouse, external stakeholders and customer base – make them love us!
• Presenting monthly reports regarding our CRM targets, issues and potential ideas for improvement

Community Engagement

• Daily monitoring and engagement on brand social channels (Instagram, Facebook, Twitter, etc) to actively engage with our fans and community and reply to comments and mentions while building our follower base
• Active social listening to seek out new opportunities to connect and engage with fans online
• Proactive approach to building a passionate and engaged online community
• Working closely with the marketing team to develop content and to ensure that all social content is on-brand in terms of design and messaging
• Preparing monthly reporting by collecting, analyzing and summarizing the results of marketing and promotional activities and their impact on online sales

Knowledge and Skills Requirement

• 1-2 years minimum of administrative experience with a focus on customer service required
• College/University Diploma/Degree required, Business/Communications preferred
• Superior organizational ability and can prioritize tasks appropriately
• Social media savvy and has experience with Instagram, Facebook, Twitter and Reddit back-ends
• Works independently but understands when a situation requires escalation and/or manager input
• Proficient in Microsoft Office, especially Excel and Word
• Strong ability to find solutions quickly and to think on one’s feet
• Excellent interpersonal skills with a positive and helpful energy and an excellent command of English and literacy are required
• Fluency in Quebecois French an asset

This is a full-time role that reports to the Operations Manager. The position is located in Calgary.Why join usOur founder, Ted Fleming values his employees and believes culture separates good companies from the great ones. On our path to becoming a great company, Ted nurtures the entrepreneurial spirit in his team and gives them the freedom to be creative.We value each one of our team members and are excited to have them join us on our path of fast growth. We are a small and mighty, positive, passionate and supportive culture- we look for individuals who are curious, collaborative, strive to be better every day and want to give back to the community.We offer a casual work environment, flexible work hours, vacation, a free ‘Partake Day’, team building, social events and an entrepreneurial and growing environment.Are you ready to PartakeThe application deadline is Wednesday, November 4th at 4:30 pm MST. We thank all applicants for their interest in joining the Partake team, but only those candidates selected for an initial interview will be contacted. Application deadline: 2020-11-04Job Type: Full-timeSalary: $35,000.00-$45,000.00 per yearSchedule:

• Monday to Friday

Experience:

• Customer Service: 1 year (Preferred)