Customer Service Specialist

About Us

The Hacksmith team is made up of outside-the-box thinkers who take fictional ideas from comics, movies, and video games and make real working prototypes. We make Viral Videos of our creations on YouTube, and in doing so make dreams a reality by building real life superhero tech; as seen in our channel trailer! We take pride in inspiring youth around the world to get into STEM and other related fields, while always dreaming bigger.

Our social media reach is as follows:

YouTube: 15.3M subscribers

Facebook: 1.9M likes

Instagram: 1M followers

Tiktok: 1.9M followers

We are looking for a passionate, self motivated individual who can identify problems and solve them independently. There will be ample opportunity to take on greater responsibility, overcome challenges, and meaningfully contribute to the team.

Hacksmith Retail is a subset of the Hacksmith Industries umbrella corporation responsible for all products, merchandise, and collectibles that find their way onto https://hacksmith.store. We sell our products to millions of Hacksmith fans around the world. This role is focused on providing exceptional e-commerce customer service, daily order fulfillment, and inventory assistance.

About You

You are a people person who enjoys working at a small company. You understand that working at a startup requires you to wear different hats to get the job done. You thrive on responsibility and love taking on new challenges. Our Customer Service Specialist ultimately shapes the customer experience through knowledgeable service, timely resolution and established trust, upholding the reputation of Hacksmith Retail Ltd.

Responsibilities include

• Customer Service
• • Respond to customer emails, messages and phone calls
  • Monitor Live Chat on our website
  • Keep our gift shop and gallery presentable and restock shelves as needed
  • Interact with customers and offer POS check out assistance as required
• Order Fulfillment
• • Pick and pack online orders
  • Inform manager when supplies need to be replenished
  • Coordinate with courier drivers for pickup when required
• Inventory Assistance
• • Count and inspect incoming shipments and inbound transfers
  • Month end and year end inventory count
• Other duties as required

Requirements of the role

• 3-5 years experience working in a similar role (e-commerce customer service and order fulfillment)
• Customer service experience: in person or on the phone
• Flexibility to work the occasional evening/weekend

• Strong professional written and verbal communication
• Proficiency in Google Apps, Microsoft Office, and Shopify
• Passionate and dedicated
• Detail oriented and organized
• Adaptive to change
• Follow up on outstanding items proactively
• Ability to multitask and take initiative to problem solve independently
• Ability to lift up to 50 lbs

Bonus points for

• Experience with ShipStation and Zendesk
• Retail experience

Perks of working at Hacksmith

• Gourmet lunch every work day (we have a very skilled chef on staff)
• Snacks and coffee to keep you fueled
• Competitive vacation policy
• Health Spending Account (HSA)
• Gym membership benefit
• Safety shoe allowance

You must be willing to work on site. This role is based in Cambridge, Ontario and telecommuting is not an option.

Salary Range: $43,000-$53,000