Operations & Customer Care Specialist

OPERATIONS & CUSTOMER CARE SPECIALIST Help keep every adventure running smoothly. ROLE OVERVIEW You’ll play a key role in keeping our operations running smoothly, coordinating orders, shipments, and inventory to ensure accuracy and on-time delivery. You’ll also support customers throughout their journey, from answering product questions to resolving issues, processing returns, and managing warranty claims. _________________________________________________________________________________________________ WHAT YOU’LL DO Order Management & Fulfillment Process and manage customers orders in NetSuite, ensuring accuracy & on-time delivery. Prepare shipping documentation, including shipping labels, bills of lading, advance shipping notices (ASNs), and tracking updates. Investigate and resolve shipping discrepancies and order-related issues with speed and accuracy. Process RMAs, returns, and credits, and analyze return data to identify trends Act as a key point of contact between Napier, 3PL warehouses, logistics providers, and carriers to ensure seamless execution. Customer Care & Support Process warranty claims and maintain accurate warranty logs and reporting. Respond to customer emails, resolving inquiries and providing effective solutions in a timely manner. Answer incoming customer calls, providing helpful and professional support. Maintain and continuously improve the FAQ database by identifying common questions and emerging trends. Operations Monitor inventory levels and identify transfer needs to prevent stock issues. Process warehouse transfers. Complete weekly inventory reporting, cycle counts, and discrepancy resolution. Help keep warehouse operations organized and efficient, ensuring inventory accuracy and proper product handling. Help develop, document, and implement standard operating procedures to improve consistency, accuracy, and operational efficiency. _______________________________________________________________________________________________ WHAT YOU BRING 5+ years of experience in operations or customer service Strong problem solving skills with the ability to investigate issues, identify root causes, and find effective solutions Exceptional attention to detail and accuracy Ability to manage multiple priorities, adapt to changing demands, and meet deadlines in a fast-paced environment. Join Napier Outdoors – Where Adventure Meets Opportunity! _______________________________________________________________________________________________ ABOUT NAPIER OUTDOORS At Napier, we innovate where the road meets the wild. We design vehicle camping tents and outdoor gear that bring people closer to nature. As industry leaders, we push boundaries through creativity, collaboration, and a culture that empowers bold thinking. As we grow across established and emerging markets, we’re driven by a shared mission: to inspire adventure and give people the confidence to explore freely wherever the road leads. Pay: $52,000.00-$65,000.00 per year Location: St. Catharines, ON L2M 7P2 (required) Work Location: In person

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