BedSmart is a Canadian retailer of solid-wood kids' furniture: bunk beds, loft beds, and storage beds, sold through bedsmart.ca, Amazon.ca, Wayfair, and Walmart.ca from our warehouse in North York. We are a small team, so this role touches the whole business rather than one narrow slice of it.

We are hiring one person to own the customer and order experience end to end: every phone call, every email, and every order across all four sales channels.

This is a full time remote role. The first two weeks of training are in person at our North York warehouse, and after that you work from home.

WHAT YOU WILL DO

Customer service (about 40% of the role)

- Answer inbound phone calls and return voicemails the same business day
- Own the customer service inbox, with a first response within 4 business hours
- Respond to Amazon, Wayfair, and Walmart buyer messages inside each platform's required window
- Answer pre-sale questions on dimensions, mattress fit, assembly, and weight limits
- Resolve damaged and missing-parts claims, including ordering replacement parts
- Process returns and issue return labels

Order management (about 35%)

- Process orders daily across all four sales channels
- Create shipping labels in ShipStation, confirming box counts against our box reference (many of our beds ship as two or three separate cartons)
- Coordinate pick and pack with the warehouse team and schedule customer pickups
- Monitor unshipped and aging orders daily and chase anything stuck
- Keep inventory accurate in Cin7 as orders move
- Flag low and out-of-stock items before they become customer problems

Operations (about 15%)

- Audit carrier invoices against actual shipments and dispute discrepancies
- File freight damage claims with carriers




- Follow up on unpaid and past-due orders
- Send a weekly summary of order volume, open issues, and recurring complaints
- Maintain written processes for the work you own

Marketing (about 10%, protected time each week)

- Ask happy customers for reviews as a standard step in closing a ticket
- Schedule social posts
- Update product pages and content
- Review ad search terms weekly and flag wasted spend

WHAT WE ARE LOOKING FOR

- 2 to 4 years in customer service, e-commerce, or retail operations
- Confident on the phone, including with frustrated customers
- Strong written English; most of this job is writing clearly under time pressure
- Comfortable in a shipping or order platform such as ShipStation, Shopify, or Cin7. We will train you on ours
- Organized enough to track 30 open orders in a system rather than in your head
- Self-directed, since you will be working remotely after the training period
- Experience with furniture, freight, or oversized shipping is an asset, not a requirement

WHAT WE OFFER

- $65,000 to $75,000 per year, based on experience
- Full-time and remote, following two weeks of in-person training in North York
- Two weeks of hands-on training with the person who currently runs these systems
- Room to grow: as you become fluent, the role expands into carrier cost recovery, purchasing, and wholesale accounts
- A small team where your work is visible and your decisions matter

HOW TO APPLY

Apply through LinkedIn with your resume. Shortlisted candidates will be asked to answer one short written scenario. We care more about how you would handle a real customer situation than about a cover letter.

BedSmart is an equal opportunity employer. Accommodations are available on request for candidates taking part in any stage of the selection process.

📌 E-commerce Operations Coordinator - ontario
🏢 BEDSMART
📍 Ontario