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Customer Service & Shipping Coordinator Job Description

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Customer Service & Shipping Coordinator Job Description


Customer Service & Shipping Coordinator Job Description


Position Details

Job Title

Customer Service & Shipping Coordinator

Job Location

Toronto, West End (Runnymede + Annette)


Part-Time 15-20 hours weekly

Direct Reports


Reports to

Founder + Chief Designer, Citrus

Employment Type

Temporary- 6-month contract with the possibility of extension

% of Travel Required

Occasional local travel to events


Compensation Details


$18 / hour

Vacation Entitlement

4% of each pay

Benefit Eligibility


Position Overview

The Customer Service & Shipping Coordinator is responsible for updating product listings on the website. Liaising with customers by email, phone, and social channels allows you to address designs, materials, orders, and returns queries. The Customer Service & Shipping Coordinator coordinates with other designers to oversee order packaging and shipping in order to prepare and process shipments meticulously and on time. The Coordinator is always looking for more efficient and cost-effective ways of updating product listings and the overall shipping process.






% Time

Administration (can be remote)

·       Use Shopify to create and edit product listings, including writing product descriptions, adding product variables, pricing, etc

·       Access and edit product images

·       Support with related administrative tasks

·       May be required to attend in-person events at indoor conference centres and other public event venues


Customer Service (can be remote)

•      Manage and monitor customer communication channels frequently: Email, Phone, Text Message, Facebook + Instagram and update customer records in Shopify

•      Process returns and exchanges

•      Acknowledge and resolve customer complaints

•      Bring forth ideas to improve our customer experience and internal processes

•      Maintain a positive, empathetic, and professional attitude toward customers at all times

•      Get familiar with our products inside and out so that you can answer questions


Shipping (required at Citrus HQ minimum 2 times per week)

•      Ensuring order completeness and accuracy of designs to be packaged

•      Packaging all designs

•      Writing personalized customer notes with each order

•      Printing shipping labels from Shopify

•      Updating order status and customer-specific notes on Shopify website

•      Organizing and inventory management of packaging supplies

















Skills and Knowledge

•      Passion for retail and the Citrus brand

•      Experience with customer relations

•      Exceptional attention to detail

•      Keen eye to process, deadlines and organization

•      Proficient at multitasking and problem solving

•      Strong written and oral communication skills and practice clarity in communications

•      Thoughtful in representing a brand and its values

•      Comfortable with working and communicating in a digital environment

•      You can keep detailed records of customer communication

•      Familiarity with systems software such as GSuite and Microsoft (incl. Word + Excel)

•      Ideally, experience with Shopify (website) and Klaviyo (newsletter), or the ability to comfortably and quickly learn new tech platforms

•      Results-driven, solution-oriented, flexible, self-driving, and must have the ability to change course quickly, think big and start small, and thrive in a collaborative, entrepreneurial team



Work Conditions

•      Manual dexterity required to use desktop computer and peripherals.

•      Standing, bending, and walking within an office setting.

•      Repetitive tasks.

•      Ability to lift up to 10 lbs.


Education, Experience, Certifications


Minimum Requirement

Preferred Requirement

Education Level

Some post-secondary 

Post-secondary degree or diploma

Years of Experience

1-3 years in a customer service setting

3+ years in a customer service setting




Key Performance Indicators

Performance Objective


Review Cycle (Annual, Quarterly, Monthly)


Ensuring products are shipped out in a timely manner

Meet Daily/ Weekly Shipping Cut-off times



Ensuring products are packaged in accordance with CITRUS guidelines to foster customer experience

Record accuracy within Shopify



Providing a timely response to customer inquiries

Max. 24 hour response time




Ensuring website product updates in accordance with CITRUS guidelines 

Record accuracy within Shopify






AODA Statement


Accommodations are available on request for candidates taking part in the selection process, if you require a specific accommodation, please let us know.



Qualified applicants are encouraged to send their resume, as well as an introduction to who you are and what excited you about this role and CITRUS to: by Nov 14, 2021. 

We thank all who apply, but only applicants selected for an interview will be contacted.

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