E-Commerce Operations Associate

Purple Brand Inc.; Vancouver; Sur place; CAD 40 000 - 55 000; Plein temps

Avantages offerts par ce poste

Extended health & dental Benefits

3 weeks’ vacation

Employee discount program

Casual dress policy

Bonus program

Company socials

Résumé du poste

Purple Brand Inc. in Vancouver is seeking a Customer Service Specialist to support order inquiries, returns, exchanges, and shipping issues, coordinating with warehouse and e-commerce teams to ensure a smooth customer experience.

This role emphasizes accuracy, timely responses, and cross-functional collaboration. You will work on-site at our Vancouver office, using Shopify, Gorgias, and Loop to manage product updates, merchandising, and marketplace operations while ensuring refunds and inventory

Qualifications

• Strong attention to detail and data accuracy in order processing.
• Excellent written and verbal communication for customer support.
• Comfortable learning and using digital tools and platforms.
• Strong problem-solving skills and ability to escalate when needed.
• Highly organized and able to manage multiple tasks in a fast-paced environment.
• Customer-focused mindset with a professional approach.
• Experience with Shopify, Gorgias, Loop is considered an asset.

Responsabilités

• Respond to customer inquiries via email, text and phone.
• Assist customers with order tracking, shipping updates, returns, and exchanges.
• Work with warehouse to investigate lost, delayed, or damaged shipments.
• Communicate shipping priorities, rush orders, and special handling requests.
• Process returns and exchanges in internal systems and marketplaces.
• Monitor return trends and assist in refunds and inventory updates.
• Support product uploads, pricing updates, and PDP-related tasks.

Connaissances

Attention to detail

Customer service

Communication skills

Data entry

Team player

Shopify

Gorgias

Loop

Outils

Shopify

Gorgias

Loop

Description du poste

Since our inception in 2017, PURPLE has been on a mission to redefine denim culture. Blending industrial design, streetwear, and luxury fashion, we've curated a collection of men’s denim and luxury basics that transcend trends. At PURPLE, we take pride in challenging conventions through design that is grounded in a contemporary spirit and timeless quality.

We are a team of creative, collaborative, and highly dynamic people who love what we do, and we strongly believe that our diverse team of motivated individuals makes our company strong and successful. Reporting to the Head of Customer Service, this role primarily focuses on customer support, managing order inquiries, returns, exchanges, and shipping issues while coordinating closely with warehouse and internal teams to ensure a smooth customer experience. The role supports day-to-day operations by tracking shipments and resolving fulfilment issues. They also provide support to e-commerce functions, assisting with product updates, merchandising, and marketplace operations as needed.

Job Responsibilities:

• Respond to customer inquiries via email, text and phone
• Assist customers with order tracking, shipping updates, returns, and exchanges.
• Work closely with the warehouse to investigate lost, delayed, or damaged shipments.
• Communicate shipping priorities, rush orders, and special handling requests to the warehouse.
• Assist with tracking shipments and resolving fulfilment delays and lost package claims

Operations

• Process customer returns and exchanges in internal systems (Shopify, NetSuite, Loop) and marketplace portals (Farfetch, TikTok).
• Coordinate with the warehouse to confirm receipt and inspection of returned items.
• Monitor return trends and flag recurring product or fulfilment issues.
• Ensure timely refund processing and accurate inventory updates.
• Assist in monitoring inventory levels across e-commerce and retail channels.
• Monitor backorders and work with inventory team to fulfil/cancel as required.

E-Commerce & Marketplace Support

• Support product uploads, pricing updates, image management, and product descriptions.
• Troubleshoot basic PDP and web issues and escalat technical concerns as needed.
• Assist with daily operations across e-commerce platforms and marketplaces like Farfetch.

Qualifications and Skills:

• Strong attention to detail and ability to work with accuracy in data entry and online systems
• Good written and verbal communication skills for customer support and internal coordination
• Comfortable learning and using digital tools and platforms (e.g., e-commerce systems, email, ticketing tools)
• Strong problem-solving skills with a willingness to troubleshoot and escalat issues when needed
• Highly organized with the ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset with a positive and professional approach
• Strong team player with a willingness to learn e-commerce operations, orders, and returns processes
• Experience with Shopify, Gorgias, Loop is considered an asset

Benefits:

• Extended health & dental Benefits
• 3 weeks’ vacation
• Generous employee discount program
• Casual dress policy
• Generous compensation and corporate bonus program
• Company-wide socials and events

Please note this job is located in our Vancouver office and is expected to be performed on-site.

We thank all applicants for their interest; however, only those candidates selected for interviews will be contacted. We are an equal opportunity employer; all employment is decided on the basis of qualifications and business needs.