About Joto

Joto Imaging Supplies has served the decorated products industry since 1989. We are a wholesale distributor of sublimation, DTF and UV printing equipment and supplies, serving customers across Canada and the United States from warehouses on both sides of the border.

Our customers range from new home businesses to print shops, promotional products distributors and large corporate accounts. We sell through our own Shopify storefronts, direct B2B accounts and trade shows, and we support every piece of equipment we sell.

The role

You will lead our customer service team and keep the business running smoothly between customers, sales, technical support and our warehouses. You report directly to the Director of Finance and Operations and work every day with team members in Coquitlam and overseas.

You will own the hardest customer conversations, make decisions without waiting to be told, and protect margin on every credit, refund and concession. There is no long ramp up. With full support from leadership, you will learn quickly and contribute from the first week.

This is a working leadership role. When the team needs it, you will handle customer enquiries, orders, quotes and returns yourself by phone, email and chat.

What you will own

Lead the customer service team

- Lead, coach and hold accountable our CSR team in Coquitlam and our overseas support team, including daily priorities, coverage and response standards.
- Run daily huddles and regular performance check ins against clear service metrics.
- Be the last line of defence on order accuracy, making sure every order is entered correctly before it ships.
- Build, document and enforce SOPs, and keep the CSR playbook current.
- Identify bottlenecks and work with leadership to automate or improve them.
- Onboard and train new team members, and take part in hiring alongside the Director and the President.

Own the customer experience

- Personally handle escalations: frustrated customers, equipment issues, warranty disputes and late or missing deliveries.
- Decide on credits, refunds, returns, replacements and exceptions within your approved authority, with margin always in view.
- Manage the service relationship for key wholesale, dealer and corporate accounts.
- Turn every recurring complaint into a fix: find the root cause, change the process, follow up.





Support sales and technical support

- Give the sales team the service backing it needs: accurate orders, prompt follow up and customers who are ready to reorder.
- Spot reorder and upsell opportunities in service conversations and pass them to sales.
- Work closely with technical support so equipment cases are resolved quickly and no customer is left waiting.
- Keep Shopify orders (.ca and .com) and B2B orders flowing accurately from order entry to delivery.

Be the link between customers and our warehouses

- Act as the liaison between customer service and our warehouse and logistics teams, so orders leave on time and arrive as promised.
- When a package is delayed, damaged or lost, own the customer side of the issue and work with the logistics team and carriers to resolve it.
- Coordinate returns and RMAs with the warehouse so customers are not left waiting for credits or replacements.

Protect the numbers

- Understand cost and margin, and weigh the real cost of every discount, free shipment, return and concession before approving it.
- Report regularly to the Director of Finance and Operations on service KPIs, open issues, team performance and margin leakage.
- Use and improve our tools, including Zoho, RingCentral, ShipStation, Spire and AI tools such as Claude, to make the team faster and more consistent.

What you must bring

- At least 4 years leading a team in ecommerce customer service, customer operations or order fulfillment. People management, not senior representative experience.
- Hands on ecommerce customer service experience, including Shopify order management, refunds and returns.
- A proven record of handling angry, demanding customers calmly and firmly, and turning them around. We will ask for specific examples.
- Experience leading or working closely with a remote or overseas team across time zones.
- Experience supporting a sales team and working across departments.




- Solid commercial sense: you understand cost of goods and margin, and why a small credit on a low margin order matters.
- A decision maker who is comfortable making calls with incomplete information and owning the outcome.
- Transparent, professional written and spoken English.
- Legally eligible to work in Canada.

Nice to have

- ShipStation, Spire ERP, Zoho (CRM, Desk, Mail) or RingCentral experience.
- Daily use of Claude or other AI tools to work faster and build better processes.
- Knowledge of printing equipment and supplies: sublimation, DTF, UV printing or heat presses.
- Wholesale or B2B distribution background.
- Experience in a multicultural, fast paced environment. Additional languages are an asset.

Is this you?

You will thrive here if you like a challenge, want real ownership, stay calm when a customer is not, and would rather fix a broken process than work around it. You learn fast, speak directly, decide quickly and follow through.

This role is not for you if you want a quiet, predictable desk, need approval before every decision, or avoid difficult conversations.

What we offer

- A central role with real ownership and the chance to shape how we work.
- Direct access to leadership and a team that will support you from day one.
- An operation that is actively automating routine work, so your time goes to leadership and problem solving.
- Flexible hours for family commitments, such as school pickup.

Details and how to apply

- Location: Coquitlam, BC, in office
- Reports to: Director of Finance and Operations
- Type: Permanent, full time, Monday to Friday
- Compensation: $22 to $30 per hour (CAD), based on experience

To apply, send your resume with a short note answering two questions:

- Describe the most difficult customer situation you have resolved, and what you did.
- Describe a decision you made that protected margin or fixed a broken process.

Pay: $22.00-$30.00 per hour

Expected hours: 40.0 per week

Benefits:

- Casual dress
- On-site parking
- Profit sharing

Application question(s):

- I understand that this is a full time position on site at our office.
- How many years managing a customer service team do you have.

Language:

- English Fluently (preferred)

Work Location: In person

📌 Customer Service and Operations Manager (Coquitlam)
🏢 Recognized
📍 Coquitlam