Customer Service Coordinator

Position overview

Located at our Scarborough facility (currently hybrid), Merrithew® is seeking a Customer Service Coordinator to join our Commercial Customer Care Team. Your core objectives will be to support the Customer Care Department through general administration, while delivering excellent service to our clients. This is a high-volume, multi-tasking position that requires flexibility, persistence, professionalism and a high degree of accuracy. We require a self-motivated, organized and dynamic team player who enjoys working in a fast-paced environment. This role reports to the Senior Manager, Customer Service.

Major responsibilities

· Primary telephone, email and web coverage for the Customer Care Department and responsible for qualifying and distribution of all inquiries via web, email and phone

· Backup support to Customer Care Specialists

· Escalate customer issues to the Customer Care team and provide backup coverage and support as needed

· Processing phone, web orders and email replacement part orders and follow up with customer as necessary

· Setting up new customers into the CRM system including data entry, order taking, shipping quotes/issues

· Ensuring the commercial and retail sales department are informed of all Engineering Change Notices

· 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

· Liaise with the Transportation and Logistics Departments regarding shipments/shipping issues and claims. Primary contact for delivery issues. Obtaining freight and shipping quotes as requested

· 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

Skills and qualifications

· A minimum of 3 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

Bilingual or second language would be an asset

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Application question(s):

• Are you legally authorized to work in Canada?
• Will you now or in the future require sponsorship for employment visa status?
• How many years of experience do you have in Customer Service support?
• What is your salary expectation?
• We are located at 1271 Tapscott Road, Scarborough. Are you comfortable with Hybrid work arrangement?

Work Location: Hybrid remote in Scarborough, ON M1X 1S9