Everything Wine is an exciting entertainment beverage organization that recognizes the value of employee effort, commitment and dedication. Our mission is to search the world to bring the very best value and quality to our customers in a fun and experiential environment. As with any agile culture that strives to be the best, the content will continue to evolve over time, and we encourage you to continually learn on the job and seek mentoring opportunities from within our organization. We support and are proud to promote from within, so growth-minded individuals are who we look for to add to our teams.

If you have a passion for people and are a wine, beer and spirit enthusiast, you’ve come to the right place!

Availability Requirements:

Hours the range will be 12 - 16 hours, Monday - Sunday 7 Days a week with (1) weekend day as a requirement for availability. E-Commerce hours of operation are 9 am to 7 pm.

Key Accountabilities:

- Represent Everything Wine with professionalism, empathy, and strong product knowledge in every customer interaction.
- Effectively communicate with customers via phone, email, and live chat.
- Assist customers with online orders, including In-Store Pickup and Home Delivery.
- Respond to inquiries regarding order status, delivery timelines, pickup readiness, modifications, cancellations, and fulfillment issues.
- Collaborate with store teams, fulfillment teams, and courier partners to resolve order-related concerns.
- Manage special orders, product sourcing requests, custom requests, and delivery accommodations.
- Provide accurate information on products, promotions, services, policies, and company offerings.
- Troubleshoot website and online ordering issues, including account access, checkout, payment, and navigation concerns; escalate technical issues as needed.
- Process refunds, order adjustments,



and maintain accurate records of customer interactions.
- Identify opportunities to enhance the customer experience and improve operational efficiency.

Skills

- Strong verbal & written communication skills
- Critical thinking, problem solving and decision-making skills
- Effective Time management skills
- Customer Service and selling skills
- Ability to work in a fast-paced environment
- Advanced understanding of computer and technology functions

Personality Traits

- Welcoming and friendly
- Works well with others
- High Integrity
- Detail Oriented
- Resourceful
- Self starting and motivated to contribute
- Coachable
- Desire to be developed and grow

Qualifications

- 1-2 years fulfillment experience is an asset
- 2-3 years retail or customer service experience (preferably in an E-Commerce, retail, contact centre or order management environment)
- Serving it Right certificate
- Formal education, certifications, or industry knowledge related to wine, beer and spirits are considered strong assets. Candidates with relevant training (WSET or equivalent) will be given priority consideration.

Company Traits

- Inclusive and open minded
- People focused
- Innovative
- Authentic
- Collaborative
- Growth Oriented

Job Type: Part-time

Pay: $18.50-$20.30 per hour

Ability to commute/relocate:

- Surrey, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What is the main reason you have decided to apply at Everything Wine?
- Have you been to one of our stores before? If so, what was your experience like?
- Are you able to fulfill the availability requirements stated in the job posting for this position for the foreseeable future?
- What excites you most about potentially joining our team?
- What do you believe is most important to contribute to a positive work environment?

Work Location: In person

📌 E-Commerce Customer Service Representative (Canada)
🏢 Everything Wine
📍 Canada