Digital Marketing Coordinator

Department:    Marketing

Reports to:      Marketing Manager

Communicates with: All departments of the company, close communications with the Marketing team, Product Development, Ecommerce Sales Team, and Sales Professionals.

Function
The Digital Marketing Coordinator will help execute the company’s digital marketing strategy and will be integral to the continued growth and success of Ennis Fabrics’ online presence. Responsible to oversee and execute all website development and reporting, SEO, and online advertising.

Responsible to be an internal liaison with the external website developer and reviewing website analytics to optimize website performance.

Principal Duties and Responsibilities

Website

• Liaison between Ennis Fabrics and external website developer for all changes outside of internal capabilities
• Recommend and implement changes to UX and UI
• Keeping all website content up to date and accurate including product images, specifications, descriptions, contact information, etc.
• Regularly updating CMS pages on the Ennis Fabrics website and other divisions websites
• Handling the day to day on the website help desk
• Team lead on internal and external website training

Analytics and SEO

• Regularly reviewing website analytics and reporting/presenting to all key internal stakeholders
• Recommend any UX and or UI changes based of off analytics
• Ensure the B to B and B to C sales funnel is optimized
• Manage SEO and ensure best practices are implemented for all company websites
• Work with external SEO consultants when necessary
• Frequently review competitors online presence

Digital Marketing Strategy

• Work with the marketing team to develop new digital marketing strategies and tactics
• Implement new tactics individually or with a team of key stakeholders

Advertising

• Work with Marketing Manager and Digital Communications Coordinator on all digital advertising across multiple platforms
  • Carry out PPC campaigns on Google, social media and industry-related digital platforms
  • Leverage industry memberships and industry publications to maximize digital exposure

General

• Working with internal Graphic Designer to have all imagery regularly updated within our brand standards
• Coordinate multiple projects, working with cross‐functional team members, including internal and external resources
• Occasionally help with general marketing content creation, editing, and proofing
• Responsible to remain familiar and current with company product line while understanding the markets the company services
• Have a full understanding of all Marketing roles within the department. Must be prepared to cross-train to support team members as needed
• Expected to become fully functional within Sage X3 ERP
• Other duties as required

Personal Characteristics required:

• Positive, can-do attitude
• Strategic thinker
• Strong organizational skills
  • Able to multi-task and prioritize ongoing projects
  • Ability to meet deadlines
• Detail orientated
• Strong oral and written communication skills
• Can think creatively – able to produce creative work
• Can work independently
• Is a collaborator, enjoys a teamwork environment
• Ability to problem solve by researching, analyzing requirements and gathering required information
• Takes pride in ones work - produce work with the highest of standards
• Takes initiative while working on projects

Education, Experience and Skills

• Requirements
  • Diploma or bachelor’s degree in Marketing, Communications or related degree
  • 1 – 3 years of experience in digital marketing
  • Proficient with Google analytics
  • Experience with website CMS tools
  • Social media advertising experience
  • Experience working with external consultants
  • Proficiency in MS Office Products is required with an emphasis on manipulating large sets of data in Excel
• Assets
  • Experience in brand development and implementation would be preferred
  • Copywriting experience
  • Experience with Adobe Creative Cloud specifically Photoshop, Illustrator and InDesign
  • Ability to read and write in French
  • Experience with Sage X3 ERP

Working Conditions

• Office environment. The majority of work is computer related; therefore the job is desk oriented.
• Hours are Monday to Friday, 8:00 AM – 4:30 PM.
• Working from home occasionally is acceptable assuming you have a satisfactory work environment.
• Two paid 15-minute breaks and one unpaid 30-minute lunch are offered in one full working day.

*The intent of this position is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

 Bilingual Customer Experience Inbound Representative     

Department: Customer Experience      

Reports to: Customer Experience Supervisor

Languages Required: English & French

Position Summary: To provide all Ennis Fabrics Customers superior customer experience. Enter orders in an efficient, friendly, professional, personalized manner.  Resolve concerns and educate client on Ennis products and services. In this role you will primarily receive incoming calls, faxes, emails and web orders. You may occasionally be asked to assist our CE Outbound team making outbound service/prospecting calls.

Primary Responsibilities: (not in sequence of importance)

Order Management:

• Recognizing that servicing our customers is priority one.  Interacting and order processing via such channels as Telephone, Fax, Email or Web in a polite, courteous manner.
• Process orders accurately, advising customers of stock, price, delivery date, order totals, shipping dates, location of goods, advise if stock is in “pieces” and backorder status.
• Maintain accurate and updated information for customer accounts by verifying all necessary customer information.
• Provide assistance and support to customers in gaining access and navigating the website.
• Trace shipments.
• Process returns and issue credits as per Ennis Fabrics policy.
• Educate customers on current promotions.
• Respond and address all intercompany related inquiries in a professional and timely manner.
   

Service Levels:

• 75/45 – Our goal is to answer all calls quickly and efficiently within 45 seconds.
• Answering telephone calls to meet our service level takes priority over all other duties and assignments.
• Ensure to adhere to break schedules to support service level management.
• Work within the guides of the Call Quality metrics ensuring call branding.
• Coached to achieve Customer Experience service level standards to achieve KPI’s.

Other Duties:

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Accurately record your work status with the appropriate AUX code and ACW code as per Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows.  This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry, or other miscellaneous duties.
• Attend training sessions and team meetings, to support continuous learning of Ennis products and services.

Team Participation

• Work with Customer Experience Supervisor and Customer Experience Trainer to gain a greater understanding of our products and the markets that use them.
• Become a resource to our customers in the specialized field.
• Being a positive, involved team member to contribute to achieving team sales and KPI’s.

Communicates with:

• Customers, Sales Professionals, other Customer Experience Team Members, Credit Department, Purchasing, Warehouses, Customer Experience Supervisor, Customer Experience Manager.

Personal Characteristics required:

• Excellent attention to detail
• Typing speed & accuracy
• Friendly
• Polite
• Courteous
• Ability to Multitask
• Organizational Skills
• Tidy
• Patient
• Empathetic
• Ability to problem solve
• Ability to take responsibility
• Strong decision-making skills

Experience:

• Ability to speak and write in both English & French
• Call center experience required
• Experience with Outbound calling preferred
• Typing/Computer Skills. Microsoft Office Advanced skill level. 40-50 WPM (skills will be tested)
• Proven skills in multi-tasking, problem-solving, and decision making within a high volume, fast-paced environment.
• Demonstrated ability to work co-operatively in an independent and/or team setting.
• Excellent communication skills both verbal and written
• Experience working in CRM applications an asset

Working Conditions:

• Fast-paced
• Structured Environment
• Day shift. Weekdays only
• Able to sit at a desk for extended periods of time
• Office/Call Centre Environment
  • Close vicinity to Co-workers and Supervisor
• Temporary remote from home office due to COVID-19
  • Must have a dedicated home office with no distractions or interruptions.
  • Computer, monitor and headset will be supplied

_____________________________________________________________________________________________________________________

Customer Experience Inbound Representative        

Department: Customer Experience      

Reports to: Customer Experience Supervisor

Position Summary: To provide all Ennis Fabrics Customers superior customer experience. Enter orders in an efficient, friendly, professional, personalized manner.  Resolve concerns and educate clients on Ennis products and services. In this role, you will primarily receive incoming calls, faxes, emails, and web orders. You may occasionally be asked to assist our CE Outbound team making outbound service/prospecting calls.

Primary Responsibilities: (not in sequence of importance)

Order Management:

• Recognizing that servicing our customers is priority one.  Interacting and order processing via such channels as Telephone, Fax, Email, or Web in a polite, courteous manner.
• Process orders accurately, advising customers of stock, price, delivery date, order totals, shipping dates, location of goods, advise if stock is in “pieces” and backorder status.
• Maintain accurate and updated information for customer accounts by verifying all necessary customer information.
• Provide assistance and support to customers in gaining access and navigating the website.
• Trace shipments.
• Process returns and issue credits as per Ennis Fabrics policy.
• Educate customers on current promotions.
• Respond and address all intercompany related inquiries in a professional and timely manner.
   

Service Levels:

• 75/45 – Our goal is to answer all calls quickly and efficiently within 45 seconds.
• Answering telephone calls to meet our service level takes priority over all other duties and assignments.
• Ensure to adhere to break schedules to support service level management.
• Work within the guides of the Call Quality metrics ensuring call branding.
• Coached to achieve Customer Experience service level standards to achieve KPI’s.

Other Duties:

• Transfer calls to other individuals or departments in the company, advising the caller of direct numbers where appropriate.
• Accurately record your work status with the appropriate AUX code and ACW code as per Ennis Fabrics policy.
• Recognize that we are a part of a larger team, will assist other departments as directed when time allows.  This could include adding stickers to sample books, tagging samples, filing, cutting, sorting, updating product binders, data entry, or other miscellaneous duties.
• Attend training sessions and team meetings, to support continuous learning of Ennis products and services.

Team Participation

• Work with Customer Experience Supervisor and Customer Experience Trainer to gain a greater understanding of our products and the markets that use them.
• Become a resource to our customers in the specialized field.
• Being a positive, involved team member to contribute to achieving team sales and KPI’s.

Communicates with:

• Customers, Sales Professionals, other Customer Experience Team Members, Credit Department, Purchasing, Warehouses, Customer Experience Supervisor, Customer Experience Manager.

Personal Characteristics required:

• Friendly
• Polite
• Courteous
• Ability to Multitask
• Organizational Skills
• Tidy
• Patient
• Empathetic
• Good attention to detail
• Ability to problem solve
• Ability to take responsibility
• Strong decision-making skills

Experience:

• Call center experience required
• Experience with Outbound calling preferred
• Typing/Computer Skills. Microsoft Office Advanced skill level. 40-50 WPM (skills will be tested)
• Proven skills in multi-tasking, problem-solving and decision making within a high volume, fast-paced environment.
• Demonstrated ability to work co-operatively in an independent and/or team setting.
• Excellent communication skills both verbal and written
• Experience working in CRM applications an asset

Working Conditions:

• Fast-paced
• Structured environment
• Day shift. Weekdays only
• Able to sit at a desk for extended periods of time
• Office/Call Centre Environment
  • Close vicinity to Co-workers and Supervisor
• Temporary remote from home office due to COVID-19
  • Must have a dedicated home office with no distractions or interruptions.
  • Computer, monitor and headset will be supplied