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E-Commerce Customer Service & Order Supervisor

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Who We Are:  

49th Parallel Coffee Roasters is a Vancouver based Coffee Roastery founded in 2004. The company started small but with years of dedication to growing a customer base, 49th Parallel stands high in the ranks as one of Canada’s best specialty coffee companies. What sets us apart from other roasters is our commitment to direct trade, going direct to the farms to strengthen relationships and providing transparency in how we acquire and bring specialty coffee to our loyal customers.   


Role Summary: 

The eCommerce Customer Service & Order Supervisor ensures our online customers have a great experience from the moment they place their order, through to receiving it. You will directly manager all customer communications, oversee order processing and fulfilment, and track performance against service standards. The role oversees two order fulfilment team members, and is based full time at our roastery, in Burnaby.  

The ideal candidate will be a great people person, enjoy solving problems, is very organized, and is willing to work hard to get the job done.  


Primary Responsibilities: 

Handle all customer inbounds and provide them with a five-star experience  

  • Manage all customer inbound channels: phone, eMail, chat, Amazon and other 3rd party review sites (e.g. google) ensuring timely and thoughtful replies 
  • Provide helpful and accurate responses to customer questions related to our products and services (e.g. order deliveries, subscriptions, new product launches) 
  • Quickly resolve customer issues in a friendly and courteous manner 
  • Coordinate with third party service provides (e.g. Fedex) 
  • Oversee customer inbounds on social media channels 
  • Work with eCommerce Manager to implement automated customer management software and tools 
  • Process returns, exchanges, replacements in a timely manner and record them in our system, claim any delivery issues with couriers 


Oversee the order management process to ensure customer service levels are achieved  

  • Review and process online orders through our order management and ERP systems 
  • Review customer notes or special requests and approve orders 
  • Create pick lists, shipping label + prior notices 
  • Ensure we meet our service standards for order fulfilment: on time process, delivery, and minimal error rate 
  • Coordinate with roastery on inventory management, product availability and shipping & packaging needs 
  • Constantly evaluate current workflows and recommend opportunities to optimize processes 
  • Flag missing inventory and work with the Coffee Packing/Roasting team to request needed coffee for the day’s shipment 
  • Supervise order processing & fulfilment team members 
  • Order fulfillment overflow (Pick, pack, and ship) 
  • Organize orders to be shipped in order of priority (express shipments first). 
  • Pick and gather coffee and products from warehouse. 
  • Carefully and accurately pack coffee and merchandise into shipping boxes. 


Report on current customer experience, and find ways to improve 

  • Track and report our performance against key service metrics (response time, customer feedback, return rates) 
  • Track and summarize customer issues, and work with eCommerce Manager to find solutions to prevent / minimize those issues 
  • Identify opportunities to simplify order management process to improve service standards 
  • Bring ideas for new or better ways to service and delight our customers 
  • Drive improvements based on customer feedback and always think of ways to further enhance customer satisfaction, retention, and sales 
  • Support eCommerce team with additional tasks as needed 



  • Minimum 2 years in a customer service role 
  • People management experience 
  • Strong communication both verbal and written  
  • Comfortable with order processing software 
  • Proficient in English; preferred Bilingual (French) 
  • Proficient in Microsoft suite, primarily Word and Excel 
  • Detail oriented and well organized 
  • Positive attitude and self-motivating 
  • Comfortable with physical work (standing and lifting boxes) 
  • Takes initiative, own processes and can work autonomously 


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