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Customer Experience and Operations Support Specialist
20 minutes ago
Goodee is a purpose-driven lifestyle marketplace that curates inspiring homeware and personal care products made with intention, quality, and care. We partner with brands that share our commitment to ethical production, sustainability, and transparency, offering timeless products through our e-commerce, retail, trade, and wholesale channels. A Goodee stamp of approval reflects our deep vetting process, ensuring every product aligns with our values for responsible sourcing, fair labor, and environmental stewardship.Goodee is seeking a Customer Experience and Operations Support Specialist to help serve its growing customer base.Job DescriptionProvide excellent customer service to e-commerce, trade, and wholesale clients via email, phone, and live chat, handling inquiries in a pleasant, courteous, knowledgeable, and professional manner.Respond quickly to customer needs, de-escalate challenging situations, and resolve issues with tact and diplomacy.Take initiative to develop thorough knowledge of all brands and products on the platform, serving as a brand ambassador to communicate features, suggest products, and support sales.Identify opportunities to upsell and make respectful recommendations that align with customer needs.Manage wholesale and drop-ship accounts, including order entry, fulfillment coordination, vendor and shipping compliance, and follow-up with warehouse and customers.Build and maintain strong, loyal relationships with all customers, ensuring consistent service excellence across B2C and B2B channels.Respond and follow up on all day-to-day communications with our warehouse and retail store(s), act as the main point of contact.Work with warehouse to make sure order pool remains up to date, order flat files are correctly transmitted, ASN submitted and processed, returns are processed, communicate possible changes to orders, cancellations, or customer complaints as relates to orders as communicated by customers to help drive improvements with warehouse day-to-day activities.Works with warehouse to make sure orders are fulfilled and inbound shipments are received as per SLA.Order pool management.Work closely with warehouse and retail store teams to resolve product-related inquiries and maintain internal product catalogues, ensuring any special handling or unique receiving requirements are clearly documented.Issue refunds for returning product/orders and provide return or disposition to the warehouse.Manage stock transfers to and from our retail store(s).Oversee and respond to Yotpo reviews and post as required.Understand, comply with, and update Goodee’s standard operating procedures (SOPs), as relates to customer service, customer journey, warehouse and retail processes, and inventory management.Identifies and communicates customer service and quality issues to Manager and respective internal departments to drive improvements. Departments include the Warehouse, Retail, Buying Team, Logistics, ecommerce Management, Marketing, and IT. Goal is to maintain KPI objectives.Populate, maintain, and manage KPI reports.Identifying patterns in customer inquiries or product issues and generate insights from KPIs to propose operational improvements.Address product delivery issues reported from warehouse to Brands for corrective action and improvement of future deliveries to the warehouse and retail store(s). Goal to reduce future product delivery issues and improve stock speed and process.Support in generating small carrier waybills, commercial invoices, export docs for inbound deliveries from brands or stock transfers as needed, as well as delivery follow ups as needed.Support in obtaining freight quotes as needed.Lead inventory control and reconciliation efforts by monitoring stock movements, conducting regular audits and cycle counts, and resolving discrepancies between physical inventory and system records.Facilitate shipment and return requests. This may include packing customer orders only if products are not available to ship from our main warehouse, as well as receiving possible returns to our headquarters.Assist in maintaining office stockroom. This includes proper placing, storing, and record keeping of inventory by sku for easy access to product by brand.Receive and perform quality control of new deliveries to our office/showroom and enter inventory to our Shopify platform.Assists with Special Projects as relates to improving overall warehouse and retail operations.Additional tasks may be required.Employee RequirementsPositive, friendly, and enthusiastic attitude, with a willingness to learn.2+ years of experience in e-commerce or retail customer service, supporting customers via email, phone, and live chat in a fast-paced environment.2+ years of experience in operations and logistics, supporting day-to-day warehouse and retail ops activities.Excellent interpersonal skills and effective listening capabilities.Strong written and verbal communication skills in both English and French, with the ability to professionally de-escalate sensitive or high-tension customer situations.Comfortable working with e-commerce platforms (Shopify preferred), CRM or ticketing systems, inventory tools, KPI reporting, and review platforms (example Yotpo).Demonstrated ability and willingness to quickly learn and retain detailed knowledge of products, brand partners, and selling points to confidently support and guide customers.Ability to manage multiple priorities, detailed oriented, respond quickly to escalations, and maintain accuracy while handling high volumes of customer and operational requests.Experience working cross-functionally with warehouse and retail teams to manage order flow, shipping SLAs, returns, cancellations, and delivery issue resolution.Hands-on experience with inventory management, including receiving, quality control, cycle counts, reconciliation, stockroom organization, and system updates by sku.Strong problem-solving skills and proactive in identifying service, quality, or operational issues and communicating insights to internal teams to support continuous improvement.Ability to multitask, meet deadlines, and adapt effectively to evolving business needs and shifting priorities.Skilled in Microsoft Office/Google Workspace, e-commerce platforms (Shopify a plus), and basic data analytics/reporting. Able to quickly learn new software.Goodee Commitment to JEDIWe are committed to Justice, Equity, Diversity, and Inclusion in all aspects of our work. We welcome candidates from all backgrounds and lived experiences. We strive to create a workplace where everyone feels seen, respected, and supported. This policy is further detailed in our (Goodee’s) HR Policy and Procedure Booklet and Offer of Employment.The expected compensation for this role for candidates is between $65,000 CAD - $70,000 CAD. #J-18808-Ljbffr
