Customer Service & Operations Assistant

About the role

Sidekick is looking for a Customer Service & Operations Assistant to act as the link between its supply chain, 3PL partners and customers. The role splits time between managing order flow and inventory and handling customer service tickets, with a focus on identifying and fixing recurring issues.

Key responsibilities

• Monitor daily order flow across US, Canada and UK 3PLs, resolve stuck orders and exceptions.
• Coordinate inbound shipments, track containers, reconcile discrepancies and maintain clean inventory records.
• Improve standard operating procedures, automate manual tasks and generate operational reports on shipping SLAs and return rates.
• Handle customer service tickets in Commslayer, including address changes, refunds, replacements, warranty claims and returns.
• Reduce returns by offering appropriate solutions such as education, sizing advice or alternative SKUs.
• Reconcile credit notes, process sales orders and keep accounting and inventory systems up‑to‑date.
• Enhance Commslayer automation by creating canned responses, macros, AI training data and routing rules.

Required profile

• At least 3 years of experience in operations, logistics, fulfillment or e‑commerce coordination.
• Proactive mindset with ownership of problems and a drive to find root causes.
• Curious and analytical, able to investigate recurring variances or ticket patterns.
• Highly organized and reliable, capable of juggling multiple moving pieces.
• Professional communication style when handling customer inquiries under pressure.

Required skills

• Hands‑on experience with Shopify or a similar e‑commerce platform.
• Familiarity with Commslayer or comparable ticketing systems.