Customer Support

3 weeks ago

Vancouver, Canada Bici Full time

CUSTOMER SUPPORT & FULFILLMENT ASSOCIATE

The Customer Support & Fulfillment Associate ensures every customer has a smooth experience—from the moment they hit “checkout” to the moment their order lands at their door. This role combines customer care with back-end precision: supporting customers by phone and email, resolving order issues quickly, and ensuring each shipment is packed with accuracy and care. If you’re detail-oriented, thrive in a fast-paced environment, and find satisfaction in both problem-solving and process, you’ll feel right at home here.

Key Accountabilities:

- Accurately pick and pack customer orders according to Bici’s shipping standards
- Handle inbound customer support via phone and email with clarity, professionalism, and care
- Collaborate with the fulfillment team to resolve inventory issues and offer proactive solutions
- Manage returns, restocks, and overstock, ensuring correct storage and labeling
- Keep the warehouse clean, organized, and well-stocked with packing materials
- Escalate missing or incorrect items using internal processes
- Create shipping documents, manifests, and waybills through Shopify
- Support receiving and inventory updates for new stock

Strategic Outcomes:

- Orders are picked accurately, packed on time, and prepared for shipping without delay
- Returned and restocked items are processed quickly and stored correctly
- Customer inquiries are resolved within our target response time
- Customers leave every interaction feeling supported and satisfied

Skills and Experience:

- Detail-oriented, with a commitment to accuracy and consistency
- Excellent communication and problem-solving skills
- Ability to prioritize and adapt quickly when challenges arise
- Previous experience in a warehouse, picker/packer role, or customer support is a strong asset
- A passion for bikes is a bonus—but a drive to deliver great service is essential

Position Title: Customer Support & Fulfillment Associate
Location: 1497 Adanac Street, Vancouver, BC
Position Types: Full-time, with weekend availability
Reports To: Retail Manager & Fulfillment Lead
Compensation: $20 - $23 per hour

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