E-commerce Customer Service & Operations Specialist — Remote (Canada)

**Company:** Grappling SMARTY **Location:** Canada (100% Remote) **Schedule:** Full-time availability, Monday–Friday, 9:00 AM–5:00 PM Eastern Time **Compensation:** $4000 to $6000 CAD per month, depending on qualifications, plus performance bonuses \_\_ **About Us** Grappling SMARTY is a Canadian e-commerce company specializing in innovative training equipment for Brazilian Jiu-Jitsu and martial arts. Founded in 2021, we've grown into an established international brand, serving thousands of customers worldwide, primarily in the United States and Canada. We're a small, dedicated team that takes pride in our products, our customers, and the way we run our business. We're looking for an experienced, reliable professional to take ownership of our customer service and day-to-day customer operations. \_\_ **About the Role** This is not a traditional call-center position. We're looking for someone who can independently manage customer communications, resolve problems, and ensure that things get done correctly, without constant supervision. You'll be the primary point of contact for our customers and an important link between our company, customers, shipping carriers, and fulfillment partners. Some days are straightforward. Other days involve unexpected problems that require investigation, persistence, and creative solutions. **We value accuracy, initiative, good judgment, and reliability more than the number of tasks completed.** The workload varies, and the position offers considerable autonomy. However, you must be consistently available and responsive during the agreed working hours. \_\_ **Your Responsibilities** **Customer Service & Sales** * Respond professionally to customer inquiries through email, telephone, website messaging, and social media. * Help customers choose the right products, answer questions, and assist with purchasing decisions. * Resolve customer complaints, order issues, returns, exchanges, and refund requests. * Follow up on unresolved cases and ensure every customer receives a satisfactory resolution within company policies. **Order Management & Logistics** * Manage customer orders, modifications, cancellations, and refunds through Shopify and other sales platforms. * Coordinate with fulfillment centers, shipping carriers, and logistics partners. * Investigate delayed, lost, damaged, or misdelivered shipments. * Arrange returns, shipping labels, replacements, and other necessary logistics. * Maintain accurate order information, customer records, and documentation. **General Operations** * Communicate with suppliers, partners, and internal team members as needed. * Assist with routine administrative and purchasing-related tasks. * Identify recurring problems and suggest improvements to our processes. * Take ownership of assigned responsibilities from beginning to end. \_\_ **What We're Looking For** **Required qualifications:** * At least 3 years of professional experience in customer service, e-