Company Overview
Smartwheel is a rapidly growing leader in the personal electric vehicle industry, offering premium electric scooters, electric unicycles (EUCs), electric dirt bikes, and innovative mobility solutions. Serving customers across Canada and the United States, we are committed to delivering exceptional products, outstanding customer service, and efficient logistics.
As we continue to grow, we are looking for a proactive and detail-oriented Admin and Fulfillment to join our team. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering excellent customer experiences while supporting efficient day-to-day operations.
Position Summary
The key role in ensuring the smooth execution of daily business operations by managing order fulfillment, coordinating logistics, providing customer support, and assisting with administrative and operational processes. Working closely with management and cross-functional teams, you will help optimize workflows, improve operational efficiency, and contribute to Smartwheel's continued growth.
This position requires exceptional organizational skills, strong communication abilities, attention to detail, and the ability to manage multiple priorities in a dynamic environment.
Key Responsibilities
- Coordinate customer orders from purchase through final delivery.
- Manage shipment scheduling, tracking, and delivery updates.
- Create, maintain, and monitor shipment tracking systems and estimated delivery timelines.
- Ensure accurate and timely order processing.
- Coordinate outbound shipments, returns, exchanges, and logistics-related concerns.
- Investigate shipping issues and proactively resolve fulfillment challenges.
- Monitor inventory levels and maintain accurate inventory records.
Customer Support
- Respond promptly to customer inquiries via Front, email, phone, and text messaging.
- Provide accurate updates regarding order status, shipping timelines, and deliveries.
- Resolve customer concerns professionally while maintaining a customer-first approach.
- Assist customers with basic product and technical inquiries.
- Escalate warranty claims and complex technical issues to the appropriate internal teams.
- Build positive customer relationships through proactive and effective communication.
Administration
- Support daily administrative and operational activities.
- Maintain accurate documentation, operational records, and reports.
- Assist management with operational planning, reporting, and project coordination.
- Monitor key operational metrics and recommend workflow improvements.
- Ensure compliance with company policies and procedures.
- Assist with bookkeeping, reporting, and data management tasks.
- Support store administration and cross-functional operational initiatives.
Process Improvement & Business Support
- Analyze customer feedback, purchasing trends, and operational performance.
- Identify opportunities to improve efficiency, customer satisfaction, and overall business performance.
- Recommend practical solutions to operational challenges.
- Contribute ideas that support business growth and continuous process improvement.
Qualifications
- Minimum of 2 years of experience in operations, administration, logistics, fulfillment, customer service, or a related field.
- Strong organizational, planning, and time-management skills.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace.
- Experience with CRM systems, customer support platforms, or ticketing software is preferred.
- Strong computer skills and the ability to quickly learn new software.
- High level of accuracy and attention to detail.
- Ability to manage multiple priorities and work independently.
- Experience with inventory management, shipping, logistics, or order fulfillment is an asset.
- Basic technical aptitude and willingness to learn Smartwheel's product line.
- Experience with QuickBooks or bookkeeping is considered an advantage.
Pay: $18.00-$22.00 per hour
Ability to commute/relocate:
- Burlington, ON L7M 3X1: reliably commute or plan to relocate before starting work (required)
Language:
Work Location: In person
