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.
Key ResponsibilitiesE-Commerce Customer Support- 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.
Store Signage & Marketing Fulfillment- 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
Qualifications & Skills- 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
Why This Role MattersThis 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.
Why Join Us?Join a growing team where you can build your skills, make an impact, and contribute to meaningful brand initiatives in a fast-p