LOGISTICS & CUSTOMER CARE SPECIALIST

Keep Orders Moving. Keep Customers Happy. Keep Inventory Flowing.

ROLE OVERVIEW

You’ll be the backbone of our order flow, managing, processing, and coordinating outbound orders to ensure every product gets where it needs to go accurately and on time. From purchase to delivery and after-care support, you’ll own the full order lifecycle including shipping coordination, tracking, returns, and warranty support ensuring a smooth and reliable customer experience from start to finish.

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WHAT YOU’LL DO

Order & Fulfillment Management

- Process and manage outbound orders in NetSuite, ensuring accurate, timely fulfillment.
- Prepare and coordinate shipping documentation, including shipping labels, packing slips, bills of lading, advance shipping notices, and tracking updates.
- Support warehouse operations with picking, packing, and labeling when needed to keep orders moving.
- Investigate and resolve shipping discrepancies and order-related issues with speed and accuracy.
- Process RMAs, returns, and credits, and analyze return data to identify trends
- Act as a key point of contact between Napier, 3PL warehouses, logistics providers, and carriers to ensure seamless execution.

Customer Care & Support

- Answer incoming calls and respond to customer inquiries via phone and email with professionalism and urgency.
- Provide product information, troubleshooting support, and clear, helpful guidance to customers.
- Process warranty claims and maintain accurate warranty logs and reporting.




- Maintain and continuously improve the FAQ database by identifying common questions and emerging trends.

Inventory & Logistics Coordination

- Monitor inventory levels and identify transfer needs to prevent stock issues.
- Prepare warehouse transfers, complete customs documentation, and schedule carriers to support efficient product flow.
- Complete weekly inventory reporting, cycle counts, and discrepancy resolution.
- Analyze forecast vs. actual inventory performance and prepare insights on overages, shortages, and turnover.
- Coordinate inbound containers with freight forwarders and carriers to ensure on-time arrivals.
- Maintain an organized, efficient warehouse environment with robust attention to FIFO principles and product accuracy.

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WHAT YOU BRING

- 5+ years of experience in order processing, logistics, fulfillment, or a similar operations-focused role.
- Strong attention to detail and excellent organizational skills
- Ability to multi-task and meet tight deadlines
- Analytical and problem-solving skills assuming responsibility and taking ownership

Join Napier Outdoors – Where Adventure Meets Opportunity!

ABOUT NAPIER OUTDOORS

At Napier, we innovate where the road meets the wild. We design vehicle camping tents and outdoor gear that bring people closer to nature. As industry leaders, we push boundaries through creativity, collaboration, and a culture that empowers bold thinking. As we grow across established and emerging markets, we’re driven by a shared mission: to inspire adventure and give people the confidence to explore freely wherever the road leads.

Pay: $52,000.00-$62,000.00 per year

Work Location: In person

📌 LOGISTICS & CUSTOMER CARE SPECIALIST (St. Catharines)
🏢 Napier Enterprises
📍 St. Catharines