ABOUT LUSOMÉ

LUSOMÉ is a Calgary-based sleep technology company creating clinically validated, innovative bedding and sleepwear designed to help people sleep cooler, drier and more comfortably. We serve thousands of consumers across North America through our e-commerce business, alongside a growing network of retail and wholesale partners.

THE ROLE

We are looking for a warm, highly organized and dependable Customer Service & Administrative Coordinator to become an important part of our Calgary team. You will be one of the primary voices of LUSOMÉ for our customers while also providing the administrative support that keeps a growing entrepreneurial business organized.

This is a role for someone who genuinely enjoys helping people, communicates beautifully, notices details and gets satisfaction from completing things properly.

WHAT YOU'LL DO

Customer Service

Monitor customer service channels and respond promptly and professionally.

Help customers with product questions, sizing, orders, shipping, tracking and company policies.

Coordinate returns, exchanges, replacements and warranty requests.

Process approved refunds and order adjustments.

Follow customer issues through to resolution rather than simply responding to them.

Work with the fulfillment coordinator on inventory checks, replacements and physical returns.

Escalate unusual or sensitive customer issues appropriately.

Identify recurring questions and help improve FAQs, templates and customer-service processes.

Deliver the high level of service expected from a premium brand.

Sales & Order Administration





Support wholesale account administration and new-account setup.

Enter and maintain accurate customer and account information.

Assist with order entry and routine order follow-up.

Send approved catalogues, product information, pricing and sales materials.

Follow up on missing documentation and routine account requests.

Send order confirmations, tracking information and delivery updates.

Maintain accurate CRM and customer records.

Help keep outstanding sales and customer requests organized and moving.

Office & Administrative Support

Support the day-to-day administration of our Calgary office.

Organize shared files, documents and internal records.

Assist with expense documentation, invoices and basic bookkeeping administration as required.

Maintain office supplies and coordinate routine office needs.

Assist with meetings, couriers, samples and other administrative requirements.

Provide administrative support to the CEO and leadership team as required.

Help maintain internal checklists, processes and operating procedures.

Pitch in across the business when priorities change or the team needs support.

WHAT YOU BRING

2+ years of experience in customer service, administration, e-commerce or sales administration.





Excellent written and spoken English.

A polished, warm and professional communication style.

Robust organizational skills and exceptional attention to detail.

Ability to manage multiple priorities without losing track of follow-up.

Confidence dealing directly with customers.

Experience with Shopify and spreadsheets; CRM and customer-service software experience is an asset.

Good judgment and the ability to know what you can solve independently and what needs to be escalated.

Comfort working in a small, fast-moving entrepreneurial environment.

A positive, practical attitude and willingness to help wherever needed.

WHAT SUCCESS LOOKS LIKE

Customers receive fast, thoughtful and accurate service. Returns and issues are resolved. Records stay current. Administrative details are handled. Follow-ups don't disappear. The broader team can rely on you to keep the everyday details of the business moving.

WHY LUSOMÉ

We are a growing Canadian company where individual contribution matters. You will work closely with the people making decisions, see the impact of your work and have the opportunity to take on greater responsibility as the company grows.

Job Type: Full-time

Pay: $42,000.00-$50,000.00 per year

Benefits

- Dental care
- Extended health care
- Paid time off
- Vision care
- Wellness program

Flexible language requirement:
- French not required

Education:
- Secondary School (preferred)

Experience:
- Administrative: 5 years (required)

Work Location: In person

📌 Customer Experience and Operations Administrator (Calgary)
🏢 Lusome
📍 Calgary