Operations Coordinator & Executive Assistant
Job Type: Full-Time, Permanent
Schedule: Monday to Friday, 10:00 AM - 6:00 PM
Location: In-Person (Monday to Wednesday), Remote (Thursday to Friday). The first month of training is conducted in-person.
Annual Salary: $54,080 - $58,240
Experience: 2-3 years of administrative, customer service, e-commerce, or similar experience preferred
Shopify Experience: Previous Shopify experience required, knowledge with LED lights or electronics is considered an asset.
Team Collaboration: The candidate will report directly to the CEO, while working closely with our overseas team, Marketing Manager, and Technology Manager.
About Leads On Demand®
We are a growing business operating for 15+ years in both the marketing and e-commerce space. Our e-commerce division operates a Shopify-based online store offering a wide variety of products to customers. Our marketing division provides lead generation, CRM, and advertising services to real estate, mortgage and insurance brokerages and agents across Canada and the United States.
About the Position
We are looking for a highly organized, responsible, and independent Operations Coordinator & Executive Assistant to join our team on a full-time, permanent basis.
The primary focus of this position will be supporting the day-to-day operations of our Shopify e-commerce business, including order management, customer issue resolution, shipping and returns, tracking, and handling more complex or escalated situations, along with executive and administrative support for the business owner.
The position will also include executive and administrative support for the business owner, including scheduling, document organization, bill-related tasks, and other day-to-day administrative responsibilities.
Once the candidate is comfortable with the Shopify and administrative responsibilities, they will gradually take on additional marketing support tasks to assist our full-time Marketing Manager with customer service, account management, and speaking with prospective clients regarding our products and services. Training will be provided.
The successful candidate should be someone who is a quick learner, and is comfortable taking ownership of a problem and finding a solution independently. You should be able to investigate an issue, research possible solutions, communicate with customers or shipping carriers, and determine an appropriate course of action without needing constant supervision.
This is a varied position that requires someone who is adaptable, organized, comfortable learning new systems, and able to move between different types of responsibilities in a high-paced environment.
Key Responsibilities
Shopify & E-Commerce Operations (Primary Responsibility)
Our Shopify business currently has two remote team members who handle the majority of routine order management and customer service. This position works closely with this team and provides an additional level of support for situations that are escalated and require more attention, research, communication, or decision-making.
- Manage and monitor Shopify orders, particularly complex, delayed, or unusual order scenarios.
- Support the remote customer service team with escalated customer issues, refunds, replacements, returns, and product questions.
- Investigate order and customer issues, research solutions when needed, and take ownership of resolving problems.
- Communicate with customers primarily by email, and phone calls when needed to resolve issues efficiently.
- Monitor shipments, investigate delays or missing packages, and coordinate returns and replacement shipments.
- Contact shipping carriers such as UPS, FedEx, and Canada Post when necessary and follow up until issues are resolved.
- Use good judgment to handle day-to-day issues independently while knowing when a larger or unusually complex matter should be escalated to the business owner.
Previous shipping or carrier experience is not required. You should simply be comfortable making phone calls, asking questions, gathering information, and following up on issues. Knowledge of LED lights and electronics is considered an asset.
Administrative & Executive Support (Secondary Responsibility)
In addition to the e-commerce responsibilities, this position provides administrative support to the business owner.
- Scheduling and booking appointments.
- Managing certain business and administrative bills.
- Organizing and saving business documents.
- Maintaining digital files and records.
- Completing administrative tasks assigned by the business owner.
- Assisting with scheduling and coordination for both business and occasional personal/home-related matters.
- Researching information and completing various administrative projects as requested.
- Helping the CEO stay organized and ensuring assigned tasks are completed on time.
- Providing general administrative support as needed.
Because this portion of the role may involve business and personal information, confidentiality, discretion, and professionalism are essential.
Marketing Support & Client Sales (Growth Area)
Once the successful candidate is comfortable with the e-commerce operations and administrative responsibilities. They will begin taking on responsibilities within our lead generation division assisting our Marketing Manager with overall marketing strategy and day-to-day marketing activities. Provide backup and hands-on support as needed, particularly during periods when the e-commerce workload is lighter. Marketing responsibilities may include:
- Serve as a point of contact for the clients who purchase leads from us, primarily by email and occasionally by phone.
- Answer questions about orders, delivery volume, timing, and account changes.
- Process lead returns and adjustments according to our documented policies.
- Communicate proactively with clients about the progress of their orders.
- Coordinate with client managers at our larger brokerage accounts.
- Handle booked calls with prospective clients by phone or video.
- Walk prospects through what we offer, how our leads are generated and delivered, and how the service would work for their market.
- Answer questions and follow up with prospects after the call.
Previous professional marketing experience is not required for this portion of the position. Training will be provided, and these responsibilities will be introduced gradually once the employee is comfortable with the Shopify and administrative aspects of the role.
We are looking for someone who is comfortable on the phone, online meetings, and is interested in learning and developing a broader range of e-commerce, business, and marketing skills.
Skills & Qualifications
Required / Important
- Previous Shopify experience.
- Approximately 2–3 years of administrative, customer service, e-commerce, or marketing experience.
- Strong written and verbal English communication skills.
- Excellent computer skills.
- Strong organizational and time-management skills.
- Strong attention to detail, particularly with numbers, budgets, and records.
- Ability to manage multiple priorities between different types of work in a single day.
- Strong problem-solving and research skills.
- Comfortable making professional phone calls, including first conversations with people you have not met.
- Comfortable communicating with customers, clients, shipping carriers, suppliers, and team members.
- Ability to work independently and make reasonable day-to-day decisions.
- Ability to follow through on recurring responsibilities without reminders.
- Ability to recognize when an issue should be escalated to management.
- Professional and calm approach to customer service.
- Genuine willingness to learn new software, systems, products, and processes, and to take on new types of work as the role grows.
- Ability to maintain confidentiality and discretion.
Preferred Technical Skills
- Shopify (Used daily)
- Gmail, Google Drive, and Google Sheets (Used daily)
- E-commerce/order management systems
- Customer service platforms
- Shipping/tracking systems
Training will be provided on our specific applications and internal processes.
Considered an Asset
- Any experience with Facebook Ads Manager, Google Ads, or a CRM.
- Any sales, account management, or client-facing experience.
- Knowledge of LED lights, or electronics basics.
Work Environment
This is a full-time, in-person/remote position based in the CEO dedicated home office on the top floor and provides a professional working environment.
The Marketing Manager and Technology Manager work from the office approximately two days per week, providing an opportunity to collaborate with other members of the team.
The ideal candidate is expected to work in-person for the first month of training, after which becomes 3 days in-person, and 2 days remote. The candidate can choose working hours between Monday - Wednesday from 10:00am - 6:00pm or 9:00am - 5:00pm. Remote days of Thursday - Friday, hours are flexible. Our team communicates throughout the day in a group chat; messages may arrive outside working hours, but you are only expected to respond during your scheduled hours.
On-site driveway parking and street parking are available.
Compensation & Benefits
- Salary of $54,080 - $58,240 per annum
- Full-time, permanent position
- Monday - Friday schedule
- Paid vacation, and sick days
- Statutory holidays / long weekends off
- Training provided on company-specific systems and processes
Why Join Us?
This is a great opportunity for someone who wants a position that combines e-commerce operations, customer service, problem-solving, executive administration, client support, and marketing.
Rather than performing the same task every day, you will have the opportunity to learn different areas of the business and take on increasing responsibility as you become comfortable in the role.
We are looking for someone who takes pride in being dependable, organized, capable, and resourceful. If you enjoy figuring things out, learning new systems, helping customers, and taking ownership of your work, we would like to hear from you.
Pay: $26.00-$28.00 per hour
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
Work Location: Hybrid remote in Mississauga, ON L5E 2J5
