Customer Service Coordinator

Merrithew International Inc. • Toronto, ON

1d • CA$45,000 - CA$47,000 • Hybrid

About The Position

Merrithew® is seeking a Customer Service Coordinator to join our Customer Service Team at our Scarborough facility. This role is a backfill position and involves general administration to support the Customer Service Department while delivering excellent service to clients. It is a high-volume, multi-tasking position requiring flexibility, persistence, professionalism, and a high degree of accuracy. The ideal candidate is self-motivated, organized, dynamic, and a team player who thrives in a fast-paced environment. This role reports to the Senior Manager, Customer Service.

Requirements

• A minimum of 2 years’ customer service support, order entry, and administrative experience
• Must be a dependable team player and work well with others in a professional manner within a fast paced environment
• Strong attention to detail, ensuring accuracy in entering information, shipping addresses
• Superior organizational skills, with the ability to prioritize and handle multiple tasks and deadlines
• Exceptional communication skills, verbal and written
• Strong computer skills and ability to learn new systems. Proficiency in Microsoft Office (Word, Excel, Outlook) is essential
• Knowledge of or experience using CRM (Customer Relationship Management) systems, preferably SAGE
• Adaptable, and can adjust to changing needs of the business and operational requirements
• Maintain a cooperative, productive work environment and promote positive customer service relations
• Post-secondary education or equivalent work experience

Nice To Haves

• Bilingual or second language would be an asset. Preference will be given to Mandarin speaking and writing candidates.

Responsibilities

• Primary telephone, email and web contact coverage for the Customer Service Department and responsible for qualifying and distribution of all inquiries
• Backup support to Customer Care Specialists
• Escalate customer issues to the Customer Service team and provide backup coverage and support as needed
• Processing phone, web and email replacement part orders and follow up with customer as necessary
• Processing spring replacement orders – confirming product and model of equipment, up-selling and serial numbers.
• Setting up new customers into the CRM system including data entry, order taking, shipping quotes/issues
• Database updates and maintenance in CRM system
• Warranty Product registration and validation including Serial Number creation as required
• Coordinate Monthly Customer Service Meetings including preparing meeting agenda, minute taking and reports
• Reports: preparing and distributing reports including Monthly Case Logs, Open Cases, Priority Reporting
• Administer Returns Policy by following up on Open returns, creating RMAs for Customer Care Specialists
• Liaison with the Web development team as required in managing the Customer Support section of Merrithew.com and assistance with resetting passwords for web customers
• Quarterly review of Images, Descriptions and Pricing on Merrithew.com for all Commercial Products and Parts
• Other duties and special projects as assigned

Benefits

• Merrithew is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).
• Merrithew is committed to providing a barrier-free access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us "[email protected]"
• Merrithew is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree