Customer Experience & Fulfillment Coordinator
Location: Heathcote, ON (Blue Mountains)
Compensation: $20.00–$22.00 per hour based on experience, with opportunities for growth and advancement.
Looking for a role where every day is different?
Do you enjoy staying busy, helping customers, keeping things organized, and making sure details don't fall through the cracks?
Are you someone who thrives in a fast-paced environment where priorities can shift and no two days look exactly the same?
Do you enjoy staying organized, juggling multiple priorities, solving problems, and finding satisfaction in getting things done?
If you're looking for a role where you can make a meaningful impact, learn new skills, and be part of a growing Canadian company, we'd love to meet you.
We're not looking for someone to simply fill a position. We're looking for someone who wants to grow with us.
This is not a typical retail position.
Some days you'll be helping customers on the sales floor. Other days you'll be preparing wholesale orders, coordinating online shipments, assisting customers by phone or email, updating inventory, or helping ensure that orders leave accurately and on time.
The ability to adapt, stay organized, communicate effectively, and jump in wherever needed is essential.
We're looking for someone who enjoys variety, takes ownership, and genuinely enjoys helping both customers and teammates succeed.
About the Role
Serendipity Soy Candles is a proudly Canadian company that has been creating moments and memories through candlelight for more than 20 years.
From our production facility in Heathcote and retail store in Collingwood, we manufacture, wholesale, retail, and ship thousands of hand-poured soy candles across Canada through our retail stores, e-commerce platform, wholesale partnerships, corporate gifting programs, custom products, workshops, and special events.
We are looking for a Customer Experience & Fulfillment Coordinator to support the day-to-day operations of our Heathcote location.
This role combines customer service, order fulfillment, inventory support, administrative coordination, and sales support into one dynamic position.
Working directly with customers, team members, and leadership, you will play an important role in ensuring orders are fulfilled accurately, customers receive exceptional service, and daily operations run smoothly.
What Success Looks Like
Within your first year:
- Customers receive exceptional service whether they shop in-store, online, or wholesale.
- Orders are fulfilled accurately and on time.
- Inventory is organized, maintained, and proactively managed.
- Customer questions and concerns are handled professionally and efficiently.
- The retail and fulfillment areas remain organized, accurate, and well-managed.
- Team members can rely on you to take ownership and follow through.
- You become a trusted and valued part of the Serendipity team.
- You continue to grow your skills and take on increasing responsibility within the business.
Key ResponsibilitiesCustomer Experience
- Assist customers in-store, by phone, and by email.
- Provide exceptional customer service across retail, online, and wholesale channels.
- Assist with customer inquiries, problem resolution, and product recommendations.
- Help create a welcoming and positive customer experience.
Fulfillment & Operations
- Process and fulfill online and wholesale orders.
- Coordinate shipping, order preparation, and packing.
- Maintain accurate inventory and stock levels.
- Support daily retail operations and merchandising.
- Assist with inventory counts, organization, and replenishment.
- Help maintain an organized, efficient, and clean workspace.
Team & Business Support
- Support customer outreach, relationship-building, and lead follow-up initiatives.
- Support special projects, promotions, workshops, and seasonal initiatives.
- Assist with administrative and operational tasks as needed.
- Jump in and support other departments during busy periods.
- Identify opportunities to improve efficiency and customer experience.
- Take ownership of responsibilities and follow through on commitments.
The Ideal Candidate
You are someone who:
- Enjoys working with people and building relationships.
- Takes pride in being organized, dependable, and detail-oriented.
- Learns quickly and adapts easily to changing priorities.
- Is comfortable managing multiple tasks at once.
- Enjoys solving problems and finding solutions.
- Works well independently and as part of a team.
- Communicates clearly and professionally.
- Is comfortable using computers and learning new systems.
- Takes ownership rather than waiting to be told what to do.
- Maintains a positive attitude during busy periods.
Experience
The ideal candidate will have:
- Customer service, retail, fulfillment, administrative, or operational experience.
- Strong organizational and time management skills.
- Experience managing multiple priorities in a fast-paced environment.
- Confidence working with customers both in person and electronically.
- Experience with inventory, shipping, order fulfillment, or e-commerce is considered an asset.
Most importantly, we are looking for someone with a positive attitude, strong work ethic, and a willingness to learn and grow.
Why Join Us?
- Diverse work where no two days are exactly the same.
- Opportunity to learn multiple areas of the business.
- Supportive and collaborative team environment.
- Employee discounts.
- Opportunities for growth and advancement.
- Be part of an established Canadian company with more than 20 years of history.
- Help create products and experiences that bring joy to customers across Canada.
If you're someone who enjoys variety, loves staying busy, takes pride in helping customers, and wants to be part of a growing Canadian company, we'd love to hear from you.
Pay: $20.00-$22.00 per hour
Benefits:
- Dental care
- On-site parking
- Store discount
Application question(s):
- Tell us about a time when you had several competing priorities at once. How did you stay organized and ensure everything got done?
- Describe a time when you turned a frustrated customer into a happy customer. What happened and what did you do?
- Our business often requires team members to switch between customer service, order fulfillment, inventory tasks, and special projects throughout the day. How do you feel about working in an environment where priorities can change quickly?
- Tell us about a responsibility you took ownership of at a previous job that wasn't necessarily part of your original job description.
- Why does this opportunity interest you, and what attracted you to Serendipity Soy Candles?
Work Location: In person
