Retail Customer Care and Sales Support Associate

ABOUT US:

Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities.

We’re a people-first company and what we do wouldn’t be possible without our customers. For this reason, we like to say that our collections are always customer curated. Join our flexible work culture and team of creative and passionate individuals.

The mission of the Retail Sales Team is to provide outstanding service to our customers and become ambassadors for the Moe’s Brand. This role is based in our retail store in Vancouver, BC and requires Saturday and Sunday availability.

Key Responsibilities

Customer Care & Experience Excellence

• Serve as a primary point of contact for customer inquiries, concerns, and escalations, resolving issues with professionalism, empathy, and accountability


• Own customer claims, exchanges, and refunds end to end, ensuring timely resolution and clear communication


• Track and manage claim-related expenses, identifying opportunities to reduce costs while maintaining a high standard of customer satisfaction


• Resolve customer issues thoughtfully and creatively, balancing exceptional experience with store profitability

Sales Floor & Design Consultant Support

• Support Design Consultants by greeting customers, answering phones, checking order ETAs, and processing sales as needed


• Step onto the sales floor during peak periods to support customer flow, engagement, and closing


• Assist sales staff with POS and operating systems, including Magento and Clover

Retail Operations & Order Management

• Support Order Desk operations by placing and tracking special orders and coordinating with Accounting on purchase order creation


• Act as a key point of contact for Moe’s delivery team to ensure smooth fulfillment and communication


• Oversee the customer care and Freshdesk inbox, responding to inquiries directly or routing them appropriately


• Review and approve designer applications and maintain trade discount accuracy

Store Operations & Administrative Support

• Assist with inventory management, tagging, and maintaining overall showroom standards


• Support floor model display orders and showroom organization to ensure a polished customer-facing environment


• Provide general administrative support, reporting, and documentation as needed

SKILLS & QUALIFICATIONS:

• High school diploma required.


• At least one year in a customer service or admin role; retail experience preferred.


• Self-efficient, organized, detail oriented, and able to work in a fast-paced environment.

• Strong computer proficiency with intermediate skills in Microsoft Office (including Outlook, Excel, Word, and PowerPoint), and the ability to quickly learn new systems and tools

• Strong written and verbal communication skills in English (additional language an asset), and good arithmetic skills.


• Exceptional interpersonal skills; team player with an upbeat and helpful attitude.


• Enjoys the challenge of multitasking and working with more than one set of customers at a time.


• Ability to move/lift to 50lbs.


• Must be able to work weekends.

WHAT WE OFFER: 

• A competitive salary plus bonus 


• Comprehensive benefits plan (health, dental, vision) with enhanced coverage for mental health resources and support.  


• Stocked kitchen with snacks, fresh fruit, coffee and tea  


• Free electric vehicle charging at our head office  


• Generous product discounts for yourself, friends and family 


• Professional development opportunities  


• In-office employee only gym and free weekly spin classes at Ride Cycle Club (locations in Vancouver and Toronto)  

Pay range for this role is $24-27 per hour.

We appreciate hearing from all candidates, however, only those under consideration will be contacted.  Moe’s is proud to be an equal opportunity employer who is committed to inclusive hiring practices.