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The Customer Support & Fulfillment Associate ensures every customer has a smooth experience—from the moment they hit “checkout” to the moment their order lands at their door. This role combines customer care with back-end precision: supporting customers by phone and email, resolving order issues quickly, and ensuring each shipment is packed with accuracy and care. If you’re detail-oriented, thrive in a fast-paced environment, and find satisfaction in both problem-solving and process, you’ll feel right at home here.

Key Accountabilities:

• Accurately pick and pack customer orders according to Bici’s shipping standards
• Handle inbound customer support via phone and email with clarity, professionalism, and care
• Collaborate with the fulfillment team to resolve inventory issues and offer proactive solutions
• Manage returns, restocks, and overstock, ensuring correct storage and labeling
• Keep the warehouse clean, organized, and well-stocked with packing materials
• Escalate missing or incorrect items using internal processes
• Create shipping documents, manifests, and waybills through Shopify
• Support receiving and inventory updates for new stock

Strategic Outcomes:

• Orders are picked accurately, packed on time, and prepared for shipping without delay
• Returned and restocked items are processed quickly and stored correctly
• Customer inquiries are resolved within our target response time
• Customers leave every interaction feeling supported and satisfied

Skills and Experience:

• Detail-oriented, with a commitment to accuracy and consistency
• Excellent communication and problem-solving skills
• Ability to prioritize and adapt quickly when challenges arise
• Previous experience in a warehouse, picker/packer role, or customer support is a strong asset
• A passion for bikes is a bonus—but a drive to deliver great service is essential

Position Title: Customer Support & Fulfillment Associate
Location: 1497 Adanac Street, Vancouver, BC
Position Types: Full-time, with weekend availability
Reports To: Retail Manager & Fulfillment Lead
Compensation: $20 - $23 per hour

We make sure every order is packed with care, shipped on time, and backed by clear communication from start to finish.

From tracking updates to product questions, we provide fast, friendly service that keeps customers informed—and happy.

Whether it’s organizing stock, updating inventory, or packing the perfect box, we take pride in doing things right, every time.