Ecommerce Operations Help Desk

FortNine; Montreal; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading Canadian e-commerce company in Montreal is seeking a full-time Operations Specialist to manage order fulfillment and support customer service. This role requires excellent bilingual communication skills and strong Microsoft Excel knowledge. Candidates should thrive in a fast-paced environment and be able to work both independently and as part of a team. Knowledge of powersports is an asset. A great opportunity for those passionate about providing excellent service.

Qualifications

• Candidates must be located in Montreal, QC.
• Excellent communication skills in English and French are required.
• Strong knowledge of Microsoft Excel is necessary.

Responsibilities

• Manage orders with vendors and ensure timely fulfillment.
• Follow up to resolve order-related issues with vendors and couriers.
• Conduct risk assessments on orders and resolve payment-related concerns efficiently.
• Maintain communication with customers and support daily operations.

Skills

Excellent communication skills in English and French

Strong Microsoft Excel knowledge

Excellent web research and navigation skills

Ability to work in a fast-paced environment

Teamwork and independence

Tools

Microsoft Excel

SQL queries

Job description

Hello! We’re FortNine. We help Canadian riders access the knowledge and gear they need so that they can spend less time worrying over logistics, and more time on their wheels. If you’re looking to join a team dedicated to top-notch quality service, promoting staff development, and establishing itself as an industry-dominant leader in the e-commerce space, then we’d love to hear from you!

At FortNine, Operations is in our DNA; we're experts in the space, and we thrive within it! If you are passionate about providing an elite level of service to both customers and your peers, are a problem solver able to combine scrappy start-up execution (as a philosophy; we've been around for almost 20 years!) with a high standard for excellence, and thrive in a fast-paced tech-enabled environment, then FortNine is for you!

Key Responsibilities

• Order Management: Place orders with vendors within specified timeframes, ensuring timely fulfillment and smooth processing.
• Issue Resolution: Proactively follow up with vendors and couriers to address and resolve any order-related issues, ensuring a seamless customer experience.
• Order Verification & Risk Analysis: Helping in conducting thorough fraud and risk assessments on orders and resolving any payment‑related concerns efficiently.
• Communication: Maintain strong communication with customers, vendors, couriers, and banks as needed to support daily operations. A friendly and professional attitude is key—we’re a people‑first team!
• Operational Support: Assist the customer service and operations teams by providing timely updates and responses on related tasks.

Job Requirements

• This position is a full‑time on‑site position. Candidates must be located in Montreal, QC.
• English & French: Excellent communication skills, both written and verbal.
• Strong Microsoft Excel knowledge. Understanding SQL queries an asset.
• Excellent web research and navigation skills.
• Ability to contribute to a team while also working independently. We don’t believe in micro‑managing.
• Ability to work in a fast‑paced environment and multitask during a peak seasonal surge, and remain productive during the subsequent off‑season.
• Powersports knowledge is not necessary, but is an asset (automotive, motorcycle, off‑road, snowmobile, MTB, marine, and ATV).

Responsabilités principales

• Gestion des commandes : Passer des commandes auprès des fournisseurs dans les délais spécifiés, en assurant une exécution rapide et un traitement fluide.
• Résolution des problèmes : Assurer un suivi proactif auprès des fournisseurs et des transporteurs afin de résoudre tout problème lié aux commandes, garantissant ainsi une expérience client optimale.
• Vérification des commandes et analyse des risques : Participer à des évaluations approfondies des risques et des fraudes liés aux commandes, et résoudre efficacement tout problème relatif aux paiements.
• Communication : Maintenir une communication efficace avec les clients, fournisseurs, transporteurs et banques afin de soutenir les opérations quotidiennes. Une attitude amicale et professionnelle est essentielle – nous sommes une équipe orientée vers les personnes !
• Soutien opérationnel : Assister les équipes du service à la clientèle et des opérations en fournissant rapidement des mises à jour et des réponses sur les tâches associées.

Exigences du poste

• Ce poste est à temps plein, en présentiel. Les candidats doivent être situés à Montréal, QC.
• Anglais et français : Excellentes compétences en communication orale et écrite.
• Solide connaissance de Microsoft Excel. La maîtrise des requêtes SQL constitue un atout.
• Excellentes compétences en recherche et navigation sur le web.
• Capacité à contribuer à une équipe tout en travaillant de manière autonome. Nous croyons à l'autonomie de chacun.
• Capacité à travailler dans un environnement dynamique, gérer plusieurs tâches simultanément durant les périodes de pointe saisonnière, et demeurer productif lors des périodes creuses.
• La connaissance des sports motorisés n’est pas obligatoire, mais constitue un atout (automobile, moto, tout‑terrain, motoneige, VTT, marine).

Earliest start date?