We are hiring

About us
https://www.tp-link.com/ca Headquartered in the United States, TP-Link is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint. Established over 15 years ago, TP-Link Canada Inc. operates as the Canadian subsidiary, embodying values of professionalism, innovation, excellence, and simplicity. At TP-Link Canada, we cultivate a dynamic and forward-thinking work environment where every team member is valued, supported, and encouraged to thrive. Join us in driving the future of connectivity — we’re passionate about what we do We are hiring for an existing vacancy and are looking for a detail-oriented, customer-focused Operations & Customer Experience Specialist to join our team. Job Summary We are seeking a detail-oriented, customer-focused Operations & Customer Experience Specialist to manage the daily operational workflows and customer service needs of TP-Link Canada’s Shopify DTC business. You will be a day-to-day point of contact for customers, handling inquiries and following order, delivery, and after-sales issues through to resolution. Alongside customer support, you will maintain accurate system records, coordinate fulfillment and returns, and help keep operational processes running reliably. Working closely with the E-commerce Specialist, Logistics, Finance, and Technical Support teams, you will focus on service quality and operational execution, while supporting approved storefront and promotional updates. Thank you in advance for your interest in TP-Link. We look forward to reviewing your resume Location: On-site | 88 Fulton Way, Richmond Hill, ON Type: Full-Time | Salary + Advantages + Paid Time Off Salary Range: CAD$50,000.00-CAD$65,000.00 *(Salary is based upon candidate experience and qualifications, as well as market and business considerations).
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Key Responsibilities
Daily System Operations and Order Management
· Manage daily Shopify order workflows, including order review, status updates, fulfillment follow-up, and resolution of processing exceptions.
· Maintain accurate order, customer, inventory, and service records across Shopify and connected operational systems; investigate discrepancies with the relevant teams.
· Execute approved product data, pricing, discount,



and operational setting updates in coordination with the E-commerce Specialist, and verify that changes work as intended.
· Monitor order flows, checkout functionality, and system connections; troubleshoot routine operational issues and escalate technical problems with clear details and follow-up. Customer Service and After-Sales Support
· Handle daily customer inquiries through designated support channels, covering product availability, shopping policies, orders, shipping, returns, and refunds.
· Communicate clearly and professionally, set realistic expectations, and keep customers informed of progress until their inquiries or issues are resolved.
· Process order changes, cancellations, returns, exchanges, refunds, and RMA requests in line with company policies and approval requirements.
· Investigate customer complaints and delivery or order issues; coordinate with internal teams and logistics partners to provide timely resolutions.
· Coordinate with Technical Support on product troubleshooting and warranty cases, ensuring clear handoffs and tracking the customer case through to closure.
· Maintain complete case notes, manage open cases and escalations, and identify recurring customer concerns for improvements to service processes and website information. Fulfillment and Inventory Coordinator
· Coordinate with warehouse and logistics partners to ensure orders are released, fulfilled, and shipped accurately and on time.
· Monitor shipment tracking, delivery exceptions, backorders, and inventory discrepancies; follow up on outstanding issues and communicate relevant updates to customers.
· Support inventory reconciliation and returned-product tracking, and work with Finance on refunds, payment exceptions, and order-related reconciliation. Process Improvement and Reporting
· Maintain SOPs, customer response templates, and service guidance for routine operations, fulfillment, returns, and customer support.
· Track order exceptions, open service cases, fulfillment performance, and refund or return turnaround; report recurring issues, root causes, and corrective actions.
· Identify practical workflow and automation improvements that reduce manual errors, repeat contacts, and avoidable delays.




· Share customer feedback and operational findings with the E-commerce Specialist to inform product content, shopping experience, and promotional improvements. Qualifications
· College diploma or bachelor’s degree in Business, E-Commerce, Operations, or a related field, or equivalent practical experience.
· At least 2 years of relevant experience in e-commerce operations, customer service, order management, or after-sales support, with direct experience handling customer inquiries and resolving issues.
· Hands-on experience with Shopify or a similar e-commerce platform; familiarity with order management systems and customer service tools is strongly preferred.
· Working knowledge of order fulfillment, shipping, inventory records, returns, and refunds.
· Strong customer communication, empathy, and problem-solving skills, including the ability to manage complaints and set clear expectations.
· Strong attention to detail and the ability to manage daily transaction volumes, multiple customer cases, and operational priorities.
· Proficiency in Microsoft Excel and the ability to maintain accurate records and prepare practical operational reports.
· Ability to coordinate effectively across E-Commerce, Logistics, Finance, and Technical Support teams.
· Strong written and verbal English communication skills. Mandarin or French language skills are an asset. Key Performance Indicators
· Customer response and resolution times, open case aging, and service quality.
· Customer satisfaction and effective handling of complaints and escalations.
· Order processing accuracy and on-time fulfillment.
· Return, refund, and RMA processing accuracy and turnaround.
· Accuracy of operational records and inventory reconciliation, and effectiveness of process improvements. Please forward your resume to [email protected] *In Accordance with the Accessibility for Ontarians with Disabilities Act (AODA), TP-Link Canada strives to ensure that all recruiting processes are non-discriminatory. If you require accommodation, please advise HR in advance of attending the interview.
* *All personal data being collected will be treated in strict confidence and used for recruitment purposes only.
* *TP-Link Canada is not using artificial intelligence to screen, assess, and/or select applicants.
* *Only candidates selected for an interview will be contacted. All other applicants are thanked for their interest.
* 职位类型：全职 薪资： $50,000.00至$65,000.00（每年 ） 工作经验:
- E-Commerce: 2 年 (必填) 工作语言:
- Mandarin (必填) Work

Location:
现场办公

📌 Operations & Customer Experience Specialist DTC (Shopify) (Richmond Hill)
🏢 TP-Link
📍 Richmond Hill