Company Overview
Smartwheel is a rapidly growing leader in the personal electric vehicle industry, specializing in electric scooters, electric unicycles (EUCs), electric dirt bikes, and innovative mobility solutions. With operations across Canada and the United States, we are committed to delivering exceptional customer experiences, reliable logistics, and industry-leading products.
As we continue to expand, we are seeking a proactive and detail-oriented Fulfillment, Operations & Customer Support Associate to join our team. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about operational excellence and customer satisfaction.
Summary
The Admin, Accounts & Fulfillment plays a critical role in supporting Smartwheel's daily operations by coordinating order fulfillment, tracking shipments, assisting customers, and maintaining efficient administrative processes. Working closely with management, this individual will help streamline workflows, improve customer experiences, and support the company's continued growth.
This position requires strong organizational skills, excellent communication abilities, and the capacity to manage multiple responsibilities across logistics, customer service, inventory coordination, and administrative support.
Responsibilities
- Fulfillment & Logistics
- Coordinate and manage order fulfillment from order placement through delivery
Customer Support
- Respond promptly to customer inquiries via Front, email, phone, and text messaging
- Provide accurate updates regarding order status, shipping timelines, and delivery expectations
- Address customer concerns professionally and work toward timely resolutions
- Assist customers with basic product and technical support inquiries
- Escalate complex technical or warranty issues to the appropriate internal teams
- Maintain a customer-first approach while ensuring clear and proactive communication
Administration
- Support daily business operations and administrative functions
- Maintain accurate records, documentation, and operational reports
- Assist management with planning, progress tracking, and operational initiatives
- Monitor performance metrics and contribute to process improvements
- Ensure compliance with company policies and operational procedures
- Support bookkeeping, reporting, and data management tasks as required
- Assist with store administration and cross-functional operational projects
Business Development & Process Improvement
- Analyze customer feedback, buying trends, and operational performance
- Recommend improvements to increase efficiency, customer satisfaction, and profitability
- Contribute ideas and strategies to support business growth and operational excellence
- Identify potential issues proactively and implement practical solution'Ready to accelerate your career in a dynamic environment? Join Smart Wheel Canada today and help us drive innovation in personal mobility!'
- Create, maintain, and update tracking systems for shipments and delivery ETAs
- Monitor shipping schedules and communicate updates to customers and dealers
- Track inventory levels and maintain accurate inventory records
- Manage outbound shipments, returns, exchanges, and logistics-related issues
- Investigate shipping concerns and proactively resolve fulfillment challenges
- Ensure timely and accurate processing of customer orders
Qualifications
- Minimum 2 years of experience in administration, fulfillment, logistics, customer service, operations, or a related field
- Strong organizational and time-management skills
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and Google Workspace
- Experience working with customer support platforms, CRM systems, or ticketing software is preferred
- Strong computer literacy and ability to learn new software quickly
- Exceptional attention to detail and accuracy
- Ability to prioritize multiple tasks and work independently
- Experience with inventory management, order fulfillment, shipping, or logistics is an asset
- Basic technical aptitude and willingness to learn Smartwheel products
- QuickBooks or bookkeeping experience is considered an advantage
Pay: $18.00-$22.00 per hour
Work Location: In person
