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 Customer Experience Lead: Direct to Consumer – USA & CA

We are looking for a performance driven candidate who thrives on process and is constantly searching for best practice and efficiencies. Reporting directly to VP Operations, you will lead and optimize order fulfilment for US and Canadian based E-Commerce and other direct to consumer channels at Pehr by ensuring a seamless experience from order inception through to delivery to the customer. Continuously improving and optimizing the process, your focus will be to build a direct to consumer service model which is a reflection of industry best practice. You will work collaboratively and closely with all departments from design and production to sales and marketing, playing a critical role in the execution of Pehr’s internal operations and fulfillment strategy in order to maximize efficiencies and productivity.

What you’ll be doing 

Lead and manage the execution of all US and Canadian based Direct to Consumer order fulfillment with the quality, consistency, and speed expected of a brand committed to superior customer service 

Work closely with Sales, Inventory Planning & Warehouse teams to deliver excellent customer experiences while meeting internal operational efficiency benchmarks 

Assist in the creation and implementation of internal operational service level standards focused on response times and issue resolution

Pehr Consumer Experience Responsibilities:

Maintain a positive, empathetic, and professional attitude toward customers always

Communicate with customers through various channels including chat, phone, and in-person in a prompt and timely manner, acknowledging, and resolving customer complaints within 1 business day of initial outreach

Know our products inside and out so that you can answer questions

Keep records of customer interactions, transactions, comments, and complaints

Weekly reporting and processing of returned and exchanged items

Partner with Ecommerce Manager and Product Development team on product reviews and customer inquiries 

Process all Pehr dropship orders placed on

Work with the Inventory, Marketing, ECommerce and Product Development teams to provide recommendations based on customer feedback to provide an optimal customer experience. 

Pehr Fulfillment Responsibilities:

Weekly reconciliation of all e-commerce orders based on fulfillment status in internal systems

Re-process orders with incidents - Damaged product, Lost Packages, Mis-ships and Short-ships in a timely manner

Monthly reporting on orders with incidents to identify any trends or areas of opportunities

Liaise with the 3PL Fulfillment teams to continually optimize and implement best in practice fulfillment procedures

Requirements and Qualifications:

Hands on experience with ERP management software an asset (Netsuite highly preferred) 

Sense of ownership and pride in your performance and its impact on company’s success

Critical thinker with excellent problem-solving skills

Excellent time-management skills

Great communication skills- written and verbal, French language an asset

In-depth knowledge of the industry’s standards and regulations

Methodical and diligent 

An analytical mind able to “see” the opportunities for improvements of procedures and standard operating practices

Shopify Plus platform experience a bonus

About Us

Pehr is an internationally recognized Children’s Lifestyle Brand. 

Our Team in Toronto leads all sales, design, development and marketing. Meticulous attention to detail, brand consistency and clarity are intricately woven throughout our daily actions. Pehr is carefully and ethically manufactured in India. The brand is currently sold in over 1,000 retailers worldwide and through our own and E-commerce website,

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