Direct-to-Consumer Customer Service Representative

Company: 

Level Six is an internationally recognized watersport and outdoor apparel brand leading the industry in manufacturing premium equipment and performance apparel. Based in beautiful Ottawa, Ontario, we offer a dynamic working environment with a focus on helping people get on the water to enjoy the outdoors. 

Position: 

We are looking for a highly motivated and customer-focused individual to join our team as a Direct-to-Consumer Customer Experience Coordinator. In this role, you will serve as the primary point of contact for our D2C customers, delivering best-in-industry service across multiple communication channels while ensuring a smooth and accurate order experience from purchase through post-delivery. 

This position goes beyond traditional customer service and plays a key role in managing D2C order flow, returns, and customer communication, while also supporting structured B2B operations. You will be responsible for maintaining system accuracy across platforms, supporting low-needs sales representatives, and contributing to the overall efficiency and consistency of both D2C and B2B support functions. 

As part of a cross-functional support structure, you will work closely with internal teams and systems to ensure a seamless customer and dealer experience, while also developing the operational and sales support skills required to grow into broader responsibilities within the organization. 

Objectives of this Role: 

• Under the direction of the VP of Sales, deliver best-in-industry D2C customer experience through accurate, timely, and professional communication across all customer touchpoints. 
• Ensure smooth and efficient execution of D2C order flow, including order changes, returns, and post-purchase support, while maintaining accuracy across all systems. 
• Support structured B2B operations by executing repeatable tasks such as account setup, reporting, and low-needs sales representative support. 
• Maintain a high level of operational accuracy and consistency across platforms (Shopify and ERP), ensuring reliable information flow for both customers and internal teams. 
• Collaborate cross-functionally with sales, operations, and customer support teams to resolve issues quickly and maintain a seamless customer and dealer experience. 
• Identify and contribute to improvements in processes, systems, and workflows that enhance efficiency, reduce errors, and support overall business performance. 

Responsibilities: 

• Respond to all D2C customer inquiries across email, phone, and chat within defined service levels, ensuring timely, accurate, and professional communication. 
• Resolve customer issues and concerns efficiently, providing clear and complete information regarding products, orders, and services. 
• Manage D2C order flow, including all order changes, cancellations, and updates to ensure smooth and timely shipment execution. 
• Ensure all order information is accurately recorded and aligned between Shopify and Odoo. 
• Identify and address shipment delays proactively, communicating updates to customers as required. 
• Maintain a high level of accuracy and attention to detail across all customer-facing transactions. 
• Manage all inbound D2C communication channels including:  
• Shopify Chat (CAD, USD, EUR)  
• info@, online@, newsletter@, returns@ inboxes  
• Phone lines  
• Ensure all inquiries are acknowledged and responded to within 24 hours. 
• Manage D2C returns and exchanges through Shopify returns center and returns inbox. 
• Process returns on a structured weekly cadence and ensure returned inventory is properly received and reintegrated. 
• Manage return refunds and customer communication throughout the process. 
• Respond to pro deal inquiries within defined service levels (72 hours). 
• Process applications and maintain program integrity. 
• Monitor pro deal orders to ensure compliance with program policies. 
• Manage refurbished inventory to ensure products are processed, tracked, and made available for resale.  
• Generate and distribute daily Available To Ship (ATS) reports. 
• Manage and process all dropship orders to ensure timely and accurate fulfillment. 
• Coordinate with internal teams to maintain flow of dropship orders and resolve any issues or delays. 
• Ensure all dropship order information is properly recorded and aligned across systems. 
• Process B2B portal registrations within 1 business day. 
• Support dropship order management and maintain associated reporting requirements. 
• Maintain CRM accuracy and ensure customer and account data is properly recorded. 
• Support assigned low-needs sales representatives and dealer accounts. 
• Manage communication flow between dealers and reps within designated territories. 
• Assist with order management and dealer inquiries for assigned reps. 
• Record sales leads and opportunities in coordination with sales representatives. 
• Maintain regular communication cadence with assigned reps and dealers. 
• Support onboarding of new accounts and assist with product knowledge (PK) and event requirements. 
• Provide support and coverage for B2B operations as required. 
• Collaborate with internal teams to ensure alignment across customer and dealer support. 
• Support additional administrative and operational tasks as required. 

Requirements: 

• Bilingual French/English. 
• High school diploma or post-secondary degree/diploma. 
• 1-2 years of experience in customer service. 
• Excellent communication and organizational skills. 
• Strong problem-solving skills. 
• People oriented. 
• Ability to work in a fast-paced environment. 
• Ability to multitask and prioritize tasks effectively. 
• Proficient in Microsoft Office and other relevant software. 
• Ability to commute and work in-office. 

Assets 

• Experience using Shopify Plus software. 
• Knowledge of ERP software. 
• Extensive knowledge of paddle sports or outdoor industry. 
• Service industry experience. 

Why Should You Apply?  

• Standard 40-hour workweek. 
• Benefit package. 
• 2-weeks paid vacation. 
• Flexible, dynamic, and fun team working environment. 
• Opportunities for travel in North America and internationally.