Careers

Join the Sloane TEAm!

Sloane Tea is a Toronto-based wholesale boutique tea company. We service both retail and food service clientele. Our mission is to inspire and connect people through a ritual that allows them to sip, savour and share in the moment. We source the highest quality teas in fresh batches, blended to exacting standards and beautifully presented to imbue a sense of luxury into the everyday tea experience.

Now Hiring For:

CUSTOMER EXPERIENCE & FULFILLMENT COORDINATOR

MISSION OF THIS POSITION:

To be the first line of care, communication, and coordination for Sloane Tea’s B2B (and select B2C) customers across North America –providing a flawless, friendly, and proactive service experience that reflects the quality and refinement of our luxury tea brand. This
person is the bridge between clients, logistics, and internal operations – ensuring every order is handled with precision and that every customer feels genuinely supported. This coordinator role is executional, focused on day-to-day order flow and client support, ticket
resolution and CRM upkeep, and customer delight in every transaction.

OUTCOMES:

• Respond to customer inquiries via email, phone, and messaging in a timely, empathetic, and professional manner.
• Proactively follow up with clients on order status, backorders, delays, or substitutions.
• Help customers troubleshoot basic questions (tea education, ingredients, formats, etc.) and escalate issues where needed.
• Accurately input orders into Shopify & 3PL website and confirm with clients.
• Coordinate special shipping requests, pick-ups, substitutions, and delivery timelines.
• Monitor pending orders and ensure they are approved, paid, and released smoothly.
• Maintain accurate records of all client interactions and key data.
• Update CRM entries, order notes, contact info, and special flags for each client.
• Flag overdue accounts and assist in light AR follow-up coordination.
• Coordinate with ops/logistics team on any order fulfillment anomalies, packaging changes, or claims.
• Handle first-level customer issues (shipping delays, breakage, errors) and file claims with 3PL as needed.
• Relay product availability or out-of-stock notices to clients with clear alternatives and care-sensitivity.
• Conduct outbound calls and emails to promote new products, seasonal offers, or time-sensitive campaigns.
• Send curated samples or promotional kits to strategic wholesale accounts.
• Book qualified appointments for the sales team based on lead lists or dormant clients.
• Support light lead generation by flagging potential new accounts and adding them to CRM for sales review.

COMPETENCIES:

• Fluent English (written & verbal); French a major asset.
• Highly tech-savvy: able to quickly learn platforms like Shopify, Aircall, Edesk, Cin7 Core, Slack, CRM, etc.
• Exceptional written tone and professional verbal presence.
• Emotionally intelligent: can sense customer tone and adjust accordingly.
• Ultra-detail-oriented with great follow-through.
• Familiarity with ChatGPT & how to use it to support drafting effective customer-service responses.
• Comfortable in a remote role with structured hours and daily accountability.
• A Bias Towards Urgency: ramping up quickly and taking action without being asked.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity: Does what needs to be done & doesn’t wait to ask. Brings new ideas & vigour to the company.
• Flexibility & Adaptability: Adapts quickly to changing priorities and conditions. Copes effectively with complexity & change.
• Calm under Pressure: Maintains stable performance when under heavy pressure or stress.
• Enthusiasm: Exhibits passion and excitement over work. Has a “can-do” attitude.
• Listening Skills: Lets others speak and seeks to understand their viewpoints.
• Openness to Criticism & Ideas: Often solicits feedback and reacts calmly to criticism or negative feedback.

BONUS IF YOU HAVE

• Experience working in luxury brands or high-touch hospitality environments.
• Understanding of wholesale operations or previous logistics experience.
• Familiarity with bilingual client communications (especially in Quebec).
• Prior remote customer service experience.

SCHEDULE & TIME ZONE

• 8:30 AM – 5:30 PM EST (with flexibility for peak periods like holidays)
• Remote/WFH setup required with stable internet and home office setup

OTHER

• Location: Remote (WFH)
• Type: Full-Time CONTRACT Position; Reports to: CX Strategic Lead
• Languages: English required; French highly preferred
• Compensation: Commensurate with experience + annual performance bonus