WHO WE ARE

Let Our Journeys Enrich Life

Carry essentials exist to make movement a worry-free experience, allowing us to focus on the bigger picture of our journeys. Today's industry brands are exhibiting a growing disconnection from the deeper purpose of movement, seen in standard-fare products that neither challenge norms nor present new solutions that facilitate better mobility.

LOJEL is about refocusing on how people move, but more importantly, why: connection. Putting the purpose of our journeys at the forefront of the discussion opens up opportunities for innovation. This process of discovery is what lets us empower people to move better and focus on what truly matters.

LOJEL is an international carry essentials brand—founded in Japan in 1989, currently headquartered in Hong Kong with teams in North America, Europe, and the Asia Pacific—and is sold in 15 territories across the globe. We are Intentional By Design, Driven By Diversity, and Purposely Positive—core values upholding our vision to empower life's journeys with innovative, sustainable carry essentials that offer transformative experiences, inspiring mindful travel and connections worldwide.

SUSTAINABILITY AT LOJEL

At LOJEL, we're committed to driving positive change. We recognize the challenges our world faces, particularly with the looming climate crisis. The future is uncertain, and as a forward-thinking brand, we're dedicated to taking action.

Sustainability is at the core of our mission. By 2026, we aim to achieve B Corp certification, becoming climate neutral, and ensuring that 50% of our products are crafted from recycled or sustainable materials. To achieve these goals, we're building a team that's ready to take on this challenge head-on. Join us in making a meaningful impact on our planet while embracing a rewarding career at LOJEL.

ABOUT THE ROLE

This role is a hybrid role based in Vancouver, BC on the North American team.

We are looking for a Customer Service & Fulfillment Specialist who is passionate about delivering exceptional customer experiences in the e-commerce and retail space. This role is crucial in managing customer interactions, handling warranty claims and replacement parts, coordinating with third-party logistics (3PL) partners, and optimizing fulfillment processes to ensure smooth operations.

The ideal candidate is a proactive problem solver with strong organizational skills, attention to detail, and the ability to balance efficiency with a customer-first mindset. You will play a key role in ensuring seamless post-purchase support by managing returns, repairs, and warranty claims, while also monitoring and analyzing customer feedback to identify trends and opportunities for improvement.

RESPONSIBILITIES

Customer Support:

• Handle all customer inquiries according to our standard customer service procedures and ensure effective communication internally, including for customer orders, LOJEL’s warranties, product availability, and general question;
• Respond to and resolve customer inquiries within a timely manner according to company targets;
• Strive for and maintain an excellent Zendesk satisfaction score and NPS score;
• Retain customer service records in an organized manner ensuring attention to detail for data entry and payment processing.

Returns and Warranties:

• Field customer inquiries and requests for returns and identify reasons for return in our internal database;
• Support customers in processing spare parts for repair, repair kits, and/or identifying local repair shops for best servicing the customer’s needs or issue;
• According to internal policies and our warranties, support with adequate solutions to ensure customer satifaction;
• Monitor all returns and warranty cases to ensure customer satisfaction and ultimately meeting company targets;

Fulfillment:

• Support with the eCommerce and Retail returns process coordinating with our third-party logistics (3PL) providers, ensuring timely and accurate handling of returns and refunds;
• Oversee the order fulfillment and shipping process for spare parts, repair kits and/or replacements;
• Update and maintain related order status using our 3PL and internal tracking systems, ensuring customers are communicated throughout the process;
• Monitor related orders daily to ensure orders are being delivered within our estimated transit time for both markets using Aftership;
• Ensure that our 3PL providers are delivering services in accordance with the Service Level Agreement (SLA);
• Update and make changes to related customer orders as needed in WooCommerce.

Improving Customer Experience:

• Continuously spot opportunities to improve operations to benefit the customer and streamline internal processes;
• Monitor customer feedback and inquiries to identify common issues or trends that can be addressed through knowledge base enhancements;
• Help to raise awareness for the root cause of issues positively or negatively impacting CX to the relevant business areas;
• Alongside our HQ Customer Service team, build, improve and maintain a knowledge base system, including articles, FAQs, repair guides, and other relevant documentation for future reference;

Other:

• Ensure all company records are kept up-to-date and according to standard company procedures;
• Ensure ESG practices are incorporated into all customer service practices and work with our Sustainability Manager to stay on top of best practices;
• Maintain strong product knowledge of the brand;
• Ensure company policy and procedures are adhered to;
• Other responsibilities as assigned;

QUALIFICATIONS

• 1-2 of relevant experience in customer service and fulfillment for ecommerce and retail brands;
• Related undergraduate degree or equivalent experience;
• Must have excellent written and verbal communication skills with the ability to work independently;
• Bilingual with French strongly is mandatory , bonus if you also speak Mandarin/Cantonese;
• Good understanding of ecommerce and fulfillment best practices with experience working with 3PLs;
• Strong attention to detail, organized, and time management skills;
• Understand the importance of EQ, empathy, and active listening;
• Passionate about sustainability, bonus if you’ve worked with other values-aligned brands;
• Experience with or willing to learn Zendesk CRM systems;
• Experience working with or willing to learn a 3PL provider WMS and eCommerce platforms;
• Comfortable with and willing to learn Internet, G-Suite, Slack, Zendesk, WooCommerce, Aftership, and CRM softwares, etc.

WORKING AT LOJEL

• Competitive Salary;
• Medical/Dental Health Benefits;
• 20 Days Vacation;
• Parental Leave Policy;
• LOJEL Products and Employee Discount;
• Friends and Family Discount.

Compensation Range: CAD50-60k annually

**Our company is a signatory to the Racial Diversity and Inclusion charter for Employers of the Equal Opportunities Commission.**

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