SUNPAN

Ecommerce

• Maintaining assigned eCommerce accounts and monitor the full order lifecycle to ensure all customer requirements are met.
• Accurately enter and process customer orders received via email, EDI, eCommerce platforms (SPS commerce, Duoplane, Truecommerce)
• Validate pricing, product availability, lead times, freight terms, and customer details prior to order release
• Ensure orders comply with company policies, MAP requirements, and customer-specific shipping carrier instructions (shipping method, palletized)
• Monitor order status and ensure timely release to the warehouse through the Warehouse Management System (LISA WMS)
• Responsible for payment collection through Credit Cards, wires, and cheques
• Respond to customer inquiries related to order status, availability, backorders, and shipment timelines
• Communicate delays, changes, or resolve issues proactively to internal teams and customers with patience and courtesy
• Maintain clear documentation and notes within order and customer records
• Support continuous improvement of order intake processes and workflows
• Maintaining a high standard of professional decorum and practice when dealing with customers, suppliers, peers, supervisors and other key stakeholders
• Other responsibilities and accountabilities as assigned by the Director of Ecommerce and management.

Order Management Coordinator, Ecommerce

Customer Success Manager

• Maintain and manage customer accounts within assigned territories.
• Respond promptly and professionally to incoming calls, emails, and customer inquiries.
• Process and enter orders accurately and efficiently.
• Monitor the full order lifecycle to ensure customer requirements and delivery timelines are met.
• Track orders from entry through delivery, proactively identifying and resolving delays by coordinating with warehouse.
• Follow up on outstanding items, including backordered products and pending order updates.
• Handle customer payment collection via credit cards, wire transfers, and cheques.
• Resolve customer concerns and conflicts with patience, empathy, and professionalism.
• Research and review account information to ensure accuracy and completeness.
• Collaborate and communicate effectively with cross-functional teams as needed.
• Perform additional duties and responsibilities as assigned by the Customer Service Manager or management.

Customer Success Representative

Designer

• Develop, review, and maintain detailed technical drawings, 2D and 3D CAD models, and manufacturing specifications for furniture products
• Partner closely with the Product Development team to ensure designs are optimized for manufacturing, assembly, cost, and logistics
• Collaborate with local manufacturing partners to ensure accurate design execution and resolve technical or production-related challenges
• Refine and adjust designs based on manufacturer feedback, material constraints, production capabilities, and cost targets while maintaining design intent
• Ensure all designs comply with industry standards, manufacturing tolerances, and quality control requirements
• Update technical documentation to reflect changes in design, materials, or manufacturing processes
• Maintain accurate and up-to-date sample status reports and proactively follow up with factories to prevent delays
• Work closely with overseas factories to ensure materials and finishes align with approved swatches and specifications
• Conduct factory visits, when required, to review samples, troubleshoot issues, and ensure final product integrity
• Perform additional responsibilities as assigned by management

Industrial Designer, Furniture

Software Engineer

• Monitor industry trends, consumer behaviour, and the North American furniture market.
• Assess the performance and overall health of assigned product categories, identifying growth opportunities and risks.
• Analyze product performance and develop strategies to expand successful collections and phase out underperforming items.
• Create mood boards, design briefs, and product concepts to support assortment development.
• Collaborate with designers and internal teams to create innovative, on-brand, and commercially viable designs.
• Develop new products from concept and design through sampling and final production.
• Source and explore new materials and finishes to enhance product offerings.
• Build and maintain strong relationships with global suppliers and manufacturing partners.
• Evaluate supplier capabilities and performance, providing guidance to improve product execution and quality.
• Manage ongoing communication with overseas factories regarding sampling, production, timelines, and issue resolution.
• Work closely with internal teams, agents, and factories to ensure alignment throughout the product development process.
• Partner with the QA team to review and approve samples and ensure quality standards are met.
• Support compliance with applicable furniture regulations and standards across key markets.
• Collaborate with the Director of Product Development on trade show planning and execution.
• Coordinate with junior team members, Logistics, and Warehouse teams to prioritize and track sample orders for trade shows.
• Execute follow-up actions and product decisions arising from trade shows.

Product Developer – Furniture

Operations

• Oversee daily operations of the website, collaborating with web development agencies to plan and implement site enhancements.
• Conduct UAT and provide timely feedback to web development agencies to adhere to release schedules.
• Ensure site stability post-release and work with web agency to address any issues.
• Promptly address customer and staff issues related to website or customer portal access, product visibility, pricing or inventory discrepancies through effective and professional communication.
• Curate product presentation using digital merchandising tactics in collaboration with cross-functional teams (Marketing, Product, Creative, Sales, and Inventory).
• Work closely with UX/UI designer and the web agency to implement the redesign of key web pages while conforming to WCAG accessibility guidelines.
• Monitor, maintain, and optimize site SEO performance in coordination with the copywriting team.
• Develop and execute a web content calendar to refresh site content and support product launches, trends, and marketing campaigns.
• Conduct regular site checks, audits, and QA to ensure content accuracy and site functionality.
• Update and maintain user manuals for the website and the customer portal.
• Optimize user experience using customer journey mapping, defined personas, and personalization techniques.
• Provide regular reports on website performance including but not limited to top search terms, website traffic trends, user behaviour, SEO keyword ranking among others.
• Monitor competitor websites and communication strategies to identify trends and recommend new tools and functionalities.
• Present ideas to enhance the website’s features and functionality based on competitive research and customer feedback.
• Stay informed on industry trends to contribute ideas for innovative design concepts and marketing strategies.
• Perform ad hoc tasks as assigned to support evolving business needs.

Web Operations Specialist

• Upload furniture products into the provided templates, ensuring all fields (title, description, SKU, dimensions, material, color, etc.) are accurately completed.
• Optimize product titles and descriptions to be clear, descriptive, and searchable for both customers and marketplace search algorithms.
• Maintain, update and ensure accuracy of product content, price, inventory and imagery on e-commerce sites at all times
• Perform basic quality checks on images, titles, and descriptions to ensure accuracy.
• Collaborate with the internal team to resolve missing or unclear product information.
• Track completed uploads and maintain organized records for ongoing reference.
• Work closely with the Product Team and Marketing Team to ensure all product information specs, imageries are captured
• Other responsibilities and accountabilities as assigned by the Director of E-Commerce

Order Management Coordinator, Ecommerce

Customer Success Representative

Industrial Designer, Furniture

Industrial Designer, Furniture

Product Developer – Furniture

Web Operations Specialist

E-Commerce Product Content Coordinator, Data Focused