We are looking for a motivated, detail-oriented, and customer-focused individual to support two critical areas of our business: E-Commerce Customer Support and Store Signage & Marketing Fulfillment.

This role plays an important part in delivering a positive customer experience online while also ensuring our retail stores receive accurate, timely, and well-organized signage and marketing materials. The ideal candidate is highly organized, reliable, and comfortable balancing customer-facing communication with hands-on operational tasks.

• Respond to general customer inquiries and provide detailed product information
• Provide order status updates, tracking information, and estimated delivery times
• Explain return and exchange policies and assist customers with return/exchange requests
• Process order cancellations and refunds
• Resolve issues related to missing items, incorrect shipments, or defective products
• Investigate delivery delays and open shipping investigations as required
• Validate customer shipping addresses and contact customers to confirm or correct details
• Assist customers with gift card inquiries, including balance issues and converting in-store gift cards to e-gift cards
• Escalate in-store customer complaints to the appropriate internal teams
• Respond to basic website-related inquiries (login issues, checkout errors, promo code questions)
• File and manage chargebacks, including submitting required documentation and tracking deadlines through resolution.

• Pick, pack, and ship store signage and marketing materials for: New store openings, Seasonal or promotional programs, Replacement or supplemental signage for existing stores.
• Assemble complete store sign kits according to established standards and program requirements
• Ensure signage shipments are accurate, complete, and delivered on time to meet store deadlines
• Coordinate with internal teams (Retail Operations, Marketing, Visual Merchandising) to confirm signage quantities, timelines, and store needs
• Prepare shipping documentation, labels, and tracking details; communicate shipment information to stores as required
• Maintain an organized signage storage area with clearly labeled and accessible materials
• Track signage inventory levels and flag low stock, missing items, or reprint requirements
• Fulfill ad-hoc signage and marketing requests from stores and head office
• Assist with signage audits and updates to ensure stores receive the most current materials
• Identify opportunities to improve signage fulfillment processes, accuracy, and turnaround time

• Previous customer service or e-commerce support experience preferred
• Strong written and verbal communication skills
• Professional, empathetic, and solution-oriented approach to customer service
• Highly organized with strong attention to detail and follow-through
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Comfortable working with order management systems, CRM tools, email platforms, and basic inventory tracking
• Able to work independently while collaborating with cross-functional teams
• Experience with picking, packing, and shipping materials is an asset
• Ability to lift and handle boxes of signage and marketing materials as required

This position supports both our customers and our stores, helping ensure a consistent, professional brand experience across all channels. Success in this role directly impacts customer satisfaction, store execution, and overall operational efficiency.

Join a growing team where you can build your skills, make an impact, and contribute to meaningful brand initiatives in a fast-p