Customer Care Representative (Richmond)

Customer Care Representative Customer Care Department | Richmond, BC Full-Time | Hybrid: 4 days in-office / Friday flex Who We Are Storkcraft has been helping families bring their babies home safely since 1945. We’re North America’s longest-standing name in baby cribs — and we’ve stayed that way by taking safety, design, and product quality seriously. In 2025, Fast Company recognized us as one of the Best Workplaces for Innovators. We give back to the communities we operate in, and we take that seriously too. You can read more at storkcraft.com. Our core values aren’t wall art. Ownership, customer-first thinking, relentless improvement, speed and execution, and integrity — these show up in how decisions get made, how problems get solved, and what we expect from each other. Our Customer Care team is the direct line between our products and the families who use them. We handle warranty claims, parts orders, safety concerns, and everything in between. The work is real, the volume is real, and the stakes matter. The Role You’ll be handling customer inquiries across phone, email, and live chat — helping parents troubleshoot products, process warranty claims, and navigate shipping issues. You’ll work alongside a close-knit team in Richmond and collaborate daily with a remote team. This isn’t a script-and-smile role. We deal with technical product questions, safety-related escalations, and situations that require judgment. You’ll learn the products, the policies, and when to make a call versus when to escalate. This role sits within our Customer Care team, working closely with the Team Lead and Supervisor. What You’ll Do - Handle inbound customer inquiries via phone, email, and live chat - Process warranty claims and parts orders with accuracy and speed - Troubleshoot product issues using technical documentation - Document every interaction clearly in Salesforce - Escalate safety incidents and legal concerns immediately and correctly - Identify trends and share feedback with the team lead - Support other customer-facing tasks as needed What We’re Looking For - Solid written and verbal communication - 2+ years in a customer service role - Comfortable working in multiple systems simultaneously - Organized, detail-oriented, and reliable - Able to handle high volumes and difficult interactions without losing quality or composure - Problem-solver who asks questions early rather than guessing - French and/or Spanish language skills, while not mandatory, are considered an asset - Must be legally eligible to work in Canada without sponsorship Schedule, Location & Compensation Monday to Friday, 7:30 AM – 4:00 PM Pacific Hybrid: 4 days in-office (Richmond, BC) / Friday flex Salary: $50,000 annually What We Offer - Extended medical and dental benefits - Group life and long-term disability coverage - Healthcare Spending Account - Three weeks vacation - Structured onboarding and training — we’ll give you what you need to do the job well - A team that gives you real ownership — not a call center script How to Apply If this sounds like a fit, we want to hear from you. Send us your resume and a brief note on why you’re a good match for this role. Storkcraft is an equal opportunity employer. We welcome applications from all qualified individuals. Apply on Kit Job: kitjob.ca/job/2p08w3