Customer Service & Sales Support

About the Role

Compensation: $42,000 - $46,000 per year

Position Type: Full-time

Office Hours: Monday to Friday, 9:00 AM – 5:30 PM PST (subject to change)

Dogtra Canada is looking for a detail-obsessed, people-first Customer Support & Sales Administrator to be the backbone of our daily operations. You are the first voice our customers hear — and the engine behind our order accuracy, dealer relationships, and sales processes.

You are confident and comfortable on the phone. You catch errors others miss, take ownership from first contact through to resolution, and thrive in a role where no two days look exactly the same. Beyond customer support, this role actively supports B2B outreach, dealer onboarding, and purchase order processes — making it a strong fit for someone who wants to grow within a sales and operations environment.

Key Focus Areas

·        Customer Support & Order Management

·        Sales Support

·        Administration

You Will Thrive Here If You

·        Are confident and natural on the phone — customers feel it immediately

·        Have a proven eye for detail and take pride in getting things exactly right

·        Can shift between customer support, outreach, and administrative tasks without losing focus or accuracy

·        Proactively surface what you're seeing — patterns, issues, and opportunities — without being asked

·        Want to grow within the organization, not just occupy a role

Responsibilities include but not limited to:

1. Customer Support & Order Management

·        Serve as the first point of contact for all customer inquiries via phone, email, and other platforms — confident and professional in every interaction

·        Perform front-line troubleshooting, guide customers through basic solutions, and escalate technical cases with accurate context and clean handoffs

·        Process and coordinate B2B and B2C orders across all channels (email, phone, Shopify, Amazon Canada) with strong attention to accuracy

·        Monitor order status, returns, and warranty requests, ensuring customers receive timely and proactive updates

·        Coordinate daily with warehouse/3PL to ensure accurate and on-time fulfillment

·        Resolve order-related issues promptly and follow through until fully closed

2. SALES SUPPORT

·        Support B2B outreach via phone and email — including prospect research, follow-ups, and lead tracking

·        Coordinate dealer onboarding and manage purchase order processing throughout the sales cycle

·        Maintain accurate, up-to-date dealer and prospect records with strong attention to detail

·        Identify and surface new opportunities, patterns, and market feedback to the sales team proactively

3. ADMINISTRATION

·        Maintain accurate customer, dealer, and order records across all platforms

·        Assist with Shopify operations, platform monitoring, and internal reporting

·        Collaborate on ad-hoc projects and tasks as required

QUALIFICATIONS:

Required:

·        Minimum 2-year post-secondary diploma in Business Administration or a related field, or 2 years of experience in customer service and/or sales role

·        Fluent in English

·        Strong phone presence with the ability to communicate clearly, confidently, and professionally

·        Excellent written and verbal communication skills

·        Exceptional attention to detail

·        Strong organizational and multitasking abilities

·        Problem-solving mindset, with the ability to diagnose and resolve basic technical issues and exercise sound judgment on when to escalate

·        Basic computer proficiency (MS Office, email systems)

Preferred:

·        Proficiency in operations of tools and software (e.g., Quickbooks Online, Shopify, inventory management systems, ERP platforms).

·        Fluent or proficient in Canadian French

·        Experience in Sales and/or dog industry

PHYSICAL REQUIREMENTS

Ability to perform light physical tasks, light lifting, carrying, and assisting with placing or retrieving items from shelves

OTHER DUTIES

This job description is not designed to cover a comprehensive listing of all activities, duties, or responsibilities required for this role. Duties may change at any time with or without notice.