Lead and manage the execution of all Canadian based Direct to Consumer order fulfillment with the quality, consistency, and speed expected of a brand committed to superior customer service• Work closely with Sales, Inventory Planning & Warehouse teams to deliver excellent customer experiences while meeting internal operational efficiency benchmarks• Assist in the creation and implementation of internal operational service level standards focused on response times and issue resolutionROHA Consumer Experience Responsibilities:• Maintain a positive, empathetic, and professional attitude toward customers always• Communicate with customers through various channels including chat, phone, and in-person in a prompt and timely manner, acknowledging, and resolving customer complaints within 1 business day of initial outreach• Know products inside and out to answer questions• Keep records of customer interactions, transactions, comments, and complaints• Processing of returned and exchanged items• Work with the Inventory, Marketing, ECommerce and Product Development teams to provide recommendations based on customer feedback to provide an optimal customer experience.ROHA Fulfillment Responsibilities:• Re-process orders with incidents - Damaged product, Lost Packages, Mis-ships and Short-ships in a timely manner• Troubleshoot and resolve any order / fulfillment integration errors• Monthly reporting on orders with incidents to identify any trends or areas of opportunities• Liaise with the 3PL Fulfillment teams to continually optimize and implement best in practice fulfillment procedures

• Act as an open line of communication for platform customers by e-mail, direct messaging and Intercom messaging platform • Utilize Customer Service software and support ticketing system, Zendesk, to track, prioritize and solve customer support tickets • Manage Two-Way Match Process project with Offshore teams for customers subscribed for Invoicing. • Testing OCR technology on the platform to enable a more efficient TWM process. • Identify, reproduce and report software bugs to the engineering team using Jira, a bug tracking and software development software • Propose new features for the product team using Aha! product roadmap software • Educate customers on all aspects of the notch website and mobile application and best practices for using the platform • Work cross-functionally with the sales, finance, and engineering teams, to provide technical assistance, administrative duties, and logistical support and to maintain, grow and strengthen relationships with our clients