Customer Support Specialist

247 Fulfillment; Mississauga; On-site; CAD 47,000 - 63,000; Full time

Job summary

247 Fulfillment, a growing 3PL, seeks a Client Support Specialist to assist clients and coordinate with warehouse operations. You’ll investigate fulfillment questions, manage orders, and ensure requests progress from start to finish.

The role emphasizes curiosity, attention to detail, ownership, and willingness to learn new software. Training will be provided; growth within a dynamic e-commerce logistics environment is available.

Qualifications

• Foundational understanding of logistics and supply chain from education or work experience.
• Familiarity with inventory, warehousing, order fulfillment, shipping and receiving.
• Strong written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Comfort working across multiple software platforms.
• Ability to manage multiple open tasks and follow-ups.

Responsibilities

• Manage and respond to day-to-day client requests through our Support inbox.
• Investigate questions related to orders, inventory, receiving, shipping, returns and fulfillment.
• Review order details, inventory information, tracking and prior communications to troubleshoot issues.
• Coordinate with warehouse and operations teams for needed information or action.
• Follow open requests through to resolution and keep clients updated.
• Learn to navigate ShipHero and other internal platforms to troubleshoot.
• Escalate more complex issues with context gathered.
• Manage follow-ups and ensure outstanding requests are addressed.
• Maintain clear internal notes and documentation.
• Support client onboarding and account updates as needed.
• Flag recurring questions or issues for documentation or process improvements.

Skills

Logistics understanding

Attention to detail

Communication skills

Multi-tasking

Adaptability

Problem solving

Tools

ShipHero

Shopify

Job description

247 Fulfillment is a growing third-party logistics company supporting e-commerce brands across Canada and the US. We’re looking for a Client Support Specialist to join our team and support the day-to-day needs of our clients.

In this role, you’ll work closely with our clients, warehouse operations, and internal teams to answer questions, investigate fulfillment issues, coordinate next steps, and make sure requests are followed through from beginning to end.

We’re looking for someone with a foundational understanding of logistics and supply chain who is interested in developing their experience within a 3PL environment. Previous 3PL experience is a strong asset, but it isn’t required.

More importantly, we’re looking for someone who is curious, detail-oriented, adaptable, and willing to take ownership. You don’t need to know all of our systems and processes on day one - we’ll teach you those, but you should be comfortable investigating, asking questions, learning new software, and taking the extra step to make sure your work is actually complete.

What You’ll Be Doing

• Managing and responding to day-to-day client requests through our Support inbox
• Investigating questions related to orders, inventory, receiving, shipping, returns, and fulfillment
• Reviewing order details, inventory information, tracking, and previous communication to understand and troubleshoot issues
• Coordinating with warehouse and operations teams when additional information or action is needed
• Following open requests through to resolution and keeping clients updated along the way
• Learning to navigate and troubleshoot within ShipHero, our Warehouse Management System (WMS), and other internal platforms
• Escalating more complex issues with the relevant information and context already gathered
• Managing follow-ups and ensuring outstanding requests don’t fall through the cracks
• Maintaining clear internal notes and documentation
• Supporting the team with client onboarding and account updates as needed
• Flagging recurring questions or issues that may benefit from improved documentation or processes

What We’re Looking For

• You’ll likely do well in this role if you:
• Are highly detail-oriented. Small details matter in logistics. You notice differences in SKUs, quantities, addresses, order information, tracking, and inventory and take the time to make sure your work is accurate.
• Like figuring things out. When something doesn’t look right, your first instinct is to investigate. You’re willing to check the available information, take an additional step, and understand what happened rather than immediately passing the problem along.
• Take ownership from beginning to end. Sending an email doesn’t necessarily mean the task is finished. If something requires a response, follow-up, or additional action, you make sure it happens.
• Are resourceful. You use the systems, documentation, and information available to you before escalating. When you do need help, you can explain what you’ve already checked.
• Can stay professional during difficult conversations. You’re able to remain calm, communicate professionally, and focus on resolving the issue.
• Are comfortable receiving feedback. You’re willing to learn from mistakes, make corrections, and apply what you’ve learned going forward.
• Can manage multiple priorities. You can keep track of open requests and recognize what needs immediate attention without losing sight of everything else.
• Learn new software quickly. You’re comfortable navigating unfamiliar platforms and learning where to find the information you need.
• Are adaptable. We’re a growing company, which means systems, processes, and priorities will evolve. You’re comfortable learning new ways of working and adjusting as the business changes.
• Build on what you learn. We expect questions while you’re learning. Over time, we expect you to use that knowledge and become increasingly independent.

Experience & Qualifications

What we’re looking for:

• A foundational understanding of logistics and supply chain, gained through education and/or previous work experience
• Familiarity with concepts such as inventory, warehousing, order fulfillment, shipping, and receiving
• Strong written and verbal communication skills
• Strong attention to detail and organizational skills
• Comfort working across multiple software platforms
• Ability to manage multiple open tasks and follow-ups

Strong assets:

• Previous experience within a 3PL or e-commerce fulfillment environment
• Previous experience with ShipHero
• Experience with another Warehouse Management System (WMS) or Order Management SystemPrevious logistics, warehousing, fulfillment, transportation, or supply chain work experience
• Experience in customer support or another client-facing role
• Familiarity with Shopify or other e-commerce platforms
• Previous experience working in a startup, scale-up, or rapidly changing environment

What You Can Expect From Us

You won’t be expected to know how 247 operates on day one. We’ll train you on our systems, workflows, clients, and internal processes.

We expect you to ask questions while you’re learning, and we’d rather you clarify something than guess. What matters is that you build on what you learn and become more confident and independent over time.

Because we’re a growing company, things will change. New tools will be introduced, processes will be improved, and priorities may shift. We’re looking for someone who is comfortable adapting alongside the business.

You’ll have support when you need it, but this is a hands‑on role. Our goal isn’t just to respond to a client - it’s to make sure their issue gets resolved.

Salary: $55,000 annually

Schedule: Monday–Friday, 9:00 AM–5:00 PM