| Location: | London, ON |
| Date Posted: | Mar 17, 2026 |
| Compensation range: | $45,000.00 ~ $55,000.00 Per Year |
Job Description
About Aquatell
Aquatell is a London-based, fast-growing e-commerce company specializing in high-quality water purification equipment for residential and light commercial customers. Through aquatell.com and aquatell.ca, we serve customers across North America with exceptional products, expertise, and service. We’ve tripled in size over the past 18 months — and the person in this role will be central to how we manage that growth.Position Overview
This role is for someone who loves keeping things in order and loves helping people — and who sees those two things as deeply connected. You’ll be the first voice many of our customers hear, the person who makes sure nothing falls through the cracks, and a key support to the owner across a wide range of administrative and operational tasks.Day to day, you’ll field inbound calls and emails, manage customer inquiries, create quotes and orders in Shopify, coordinate warranties, and own the administrative processes that keep the business running smoothly. As you grow into the role, there’s real opportunity to take on more complex ecommerce and operations responsibilities.
You don’t need a background in water treatment. Our team and purpose-built support tools handle complex technical questions. What we need from you is reliability, warmth, a love of follow-through, and proven experience communicating with people outside an organization — customers, not just colleagues.
This role is primarily based at our London, Ontario office. For the right candidate, some flexibility around remote work may be possible over time — but we’re looking for someone who is genuinely present and engaged with the team day-to-day.
Key Responsibilities
Customer Communication & Reception- Answer incoming calls, emails, and chat inquiries with warmth and professionalism
- Be the friendly, calm, and organized first point of contact that customers are glad they reached
- Direct customers to the right resources, team members, or online forms — and make sure they get there
- Follow up to confirm inquiries have been resolved; don’t let things go quiet
- Identify patterns in common questions and flag where better resources or processes are needed
- Create quotes and process simple customer orders in Shopify
- Send order confirmations and follow up with customers throughout the process
- Process and track drop-ship orders with Aquatell suppliers
- Monitor backorders proactively and communicate with customers before they have to ask
- Handle invoicing for routine transactions
- Own the warranty process from first claim to final resolution — for both customers and suppliers
- Log and track all warranty claims; know the status of every open file
- Liaise with supplier contacts to process returns, replacements, and credits
- Communicate clearly with customers throughout and close the loop when complete
- Maintain clean, organized warranty records in Google Drive
- Assist with small web research projects and website content updates
- Learn and become proficient in Aquatell’s core tools — Helpscout (customer communications), Duoplane (order management), Shopify (orders and quotes), Google Drive (documents and records), Slack (internal team communication), and AI-assisted support tools — and use them confidently every day
- Identify where current processes can be tightened up and help implement improvements
- Pitch in on a variety of one-off tasks and time-sensitive requests as they come up — this is a small team and everyone pulls in the same direction
Who We’re Looking For
There’s a specific kind of person who thrives in this role. You probably already know if that’s you.- You feel real satisfaction when everything is in order and everyone has been taken care of
- You notice dropped balls before they hit the floor — and you pick them up without being asked
- You take ownership of your processes. If something is your responsibility, it gets done right
- Customers and colleagues feel looked after when they deal with you
- You’re the kind of person who sends the follow-up email just to confirm things are resolved
- You’re organized to a fault — and you quietly judge disorganized systems (while also fixing them)
- You can hold a lot of moving pieces at once and not lose track of any of them
- You want to grow. You’re not looking to stay in a lane — you want to understand the whole operation
In terms of background and qualifications:
- 2+ years in a customer-facing role — retail, reception, client services, call centre, or similar — where you were regularly communicating with people outside your organization. Internal admin experience alone isn’t a fit for this role
- Confident and warm on the phone with strangers — not just colleagues. Professional and clear in writing
- Native or near-native English fluency — this role demands exceptional spoken and written communication, and language precision matters
- Comfortable with Google Workspace, email, and general digital tools; willing to learn Shopify and others
- Experience supporting an owner or executive directly is a genuine asset
Why Aquatell?
- Because we help people! Play a key role in a purpose-driven business, improving access to clean and safe water.
- Because you’ll make a difference! Aquatell is a family-run business. What you’ll be doing is important and will make a real difference in the success of the company.
- Because we love what we do! Work in a positive, collaborative team environment that wants what’s best for our customers, our suppliers, and our employees.
- Because we’re growing fast! We’ve tripled in size over the past 18 months and there’s no sign of slowing down. Come work for a company you can grow with.
- Because we listen! What do you value the most — salary, vacation, flexibility, something else? We’re always ready to talk.