About the Role
Fitness Avenue is seeking a Customer Experience Specialist to join our high-volume e-commerce operation. In this role, you aren’t just answering questions; you are the bridge between our customers and our logistics team. You will own the post-purchase journey, ensuring that every order is handled with precision and every customer interaction is professional, clear, and helpful.
We are looking for a professional who can manage a busy support queue independently, exercise strong judgment, and provide a seamless experience for our fitness community.
Key Responsibilities
- Communication Management: Oversee a high-volume support queue (email/tickets), providing clear, concise, and professional written responses.
- Order Lifecycle Oversight: Proactively manage address changes, shipping exceptions, backorders, and returns to ensure customer satisfaction.
- Conflict Resolution: Handle escalations with poise, resolving issues regarding shipping delays or transit damages with a solutions-oriented mindset.
- Operational Liaison: Coordinate directly with warehouse staff to troubleshoot order inaccuracies and expedite resolutions.
- Data Integrity: Maintain accurate records and order notes within our systems, ensuring high attention to detail from payment to delivery.
What We’re Looking For
Must-Haves:
- 2+ years of professional experience in e-commerce support, or a high-volume service environment.
- Advanced Writing Skills: Ability to communicate with professional "polish" and clarity.
- Analytical Thinking: You don't just see a problem; you find the most efficient way to fix it.
- Technical Proficiency: Ability to navigate multiple software platforms simultaneously and learn new systems quickly.
- Reliability: A self-starter who can manage their workload without constant supervision.
Nice-to-Haves:
- Experience with ticketing systems
- Experience working within the Shopify and Amazon ecosystems.
Job Types: Full-time, Permanent
Pay: $21.00-$23.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care
Ability to commute/relocate:
- North York, ON M3J 2C6: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What is one common challenge you’ve noticed in the shipping/logistics side of e-commerce, and how have you handled it in the past to prevent it from ruining the customer's experience?
- Which e-commerce platforms or ticketing systems (e.g., Shopify, Shipstation) have you used in a professional setting?
Experience:
- customer support: 2 years (required)
Work Location: In person
