Operations Coordinator

About the role

Sidekick is a Canadian‑incorporated DTC brand helping athletes recover from injuries. We are looking for an Operations Coordinator to act as the connective tissue between our supply chain, 3PL partners and customers.

Key responsibilities

• Monitor daily order flow across US, Canada and UK 3PLs; identify and resolve stuck orders before they become customer issues.
• Liaise with 3PLs on damaged inbound units, fulfillment errors, returns and special projects.
• Coordinate inbound shipments, track containers, reconcile discrepancies and keep inventory records clean.
• Flag low‑stock SKUs and collaborate on reorder timing.
• Improve SOPs, automate manual tasks and generate operational reports such as shipping SLAs and return rates.
• Handle customer service tickets in Commslayer, including address changes, refunds, replacements, warranty claims and warranty processing.
• Reduce returns by offering appropriate solutions like education, sizing advice or alternative SKUs.
• Reconcile credit notes, process sales orders and maintain accurate accounting and inventory systems.
• Enhance Commslayer automation with canned responses, macros, AI training and routing rules.

Required profile

• Ownership mindset – investigates root causes and implements lasting fixes.
• Curiosity – proactively seeks explanations for variances and recurring issues.
• Reliability and organization – manages multiple moving pieces without dropping any.
• Professional tone under pressure while handling customer service queues.

Required skills

• Hands‑on experience with Shopify or a similar e‑commerce platform (order, product and inventory management).
• Familiarity with Commslayer or comparable customer‑service automation tools.
• 3+ years of experience in operations, logistics, fulfillment or e‑commerce coordination.