Jordan – Our Customer Service Manager who literally goes the distance to get the job done.
If you’ve ever called Customer Service at Snuggle Bugz HQ, you may have talked to Jordan, our CS Manager. And if you felt a wave of empathy coming down the phone line, there’s a good reason – she is a proud Mama with another one on the way! We caught Jordan just before she heads out for maternity leave to find out why she loves our friends and being part of Team Snuggle Bugz.
How did you come to join the Snuggle Bugz team?
I answered an ad on Indeed for our Web Customer Service team I was familiar with the company because I had a daughter the year prior and I’d had great experience in the store and thought it would be a good fit.
How would you explain your job to a toddler?
Ha! I fix problems for our friends.
What product are you in love with right now?
Farm Hopper. My daughter got a Farm Hopper for Christmas so just to see the joy that brings her and how much she loves it. Seeing a 2.5 year old jumping around the house on a pig is hilarious.
What makes you laugh?
My kid. Just the innocence and seeing the world through her eyes and how she tries to explain things. Like when she plays doctor, she calls the needle the blooder because in her mind that’s just what it does. Just the creativity she has is awesome to see.
What’s one thing that most people don’t know about you?
I can wiggle my ears without touching them. See, look! *wiggles her ears*
What do you like to do when you leave the office?
Have conversations with myself about how the day went. Like, if there’s a situation that unfolds in a certain way, I replay it in my head, how did it go, how could it have gone, should have it been different.
Just making sure that how we handle things is the right way. Sometimes things happen so fast and I just want to make sure we did things correctly or we can learn for next time.
And then when I get home, dance. We have dance parties, my daughter and I.
What do you love about working at Snuggle Bugz?
Every day is different. The people are great, everyone is willing to help. There’s always something new, something different, no day is ever the same.
Which of the Snuggle Bugz philosophies is really you?
Courageous Integrity – but I think that’s just customer service in general. Doing what’s right, even when it’s not the easy thing.
There are of times when we have to stick with our policies and sometimes it’s hard but we do it because it’s what makes us stand out. Especially around car seats – we don’t return car seats because it’s the only way we can guarantee our friends that their car seat is in new condition from the manufacturer and absolutely hasn’t been in a car accident. Car seats save kids lives and we won’t compromise on that because it’s just the right thing to do.
Why do you call your customers friends?
Because they are our friends. We want them to feel like they can ask us anything and we’ll give them honest, genuine answers
What are you most proud of working at Snuggle Bugz?
The way that I think we as a whole make new moms feel. People who walk into our stores are overwhelmed or uneducated on baby products, just like I was. And giving them the confidence that they can believe in when they’re buying their first baby items. We’re not just a store trying to make a sale, we’re trying to make the sale right for each person.
What’s your favourite drink ?
Now, or in general? Now – water with cucumber. In 10 days, Pinot Grigio.
(Why in 10 days?) Well, it could be sooner. I’m 8.5 months pregnant and the OBGYN says my baby is over 9 lbs already. I’m actually 3cm dilated as of this morning so this could happen anytime!
Where are you going in the future?
Hahahah – near future – the hospital to have a baby.
After my leave when I come back to Snuggle Bugz, I want to help grow the company, store expansions, taking over Canada. I want to be a part of that.
Whats the craziest customer care situation you’ve ever had?
A friend had a baby 9-weeks premature and the baby was in NICU. She was in remote Alberta. She called in a panic because her baby was too small to latch and she needed replacement tubing for her breast pump NOW or she might never be able to breastfeed her baby.
I went to the warehouse myself to pull the product, get it packaged and drove it to FedEx to get it shipped so she would have it the next morning. I still tear up when I think about that one.