Customer Service Coordinator, Toronto

Reports to:

Senior Manager, Customer Service

Category:

Full time– Permanent

Position Location:

Scarborough Ontario, Tapscott Office

Opportunity:

This is a backfill position in the organization

Compensation:

$45,000.00 - $47,000.00

Position Overview Located at our Scarborough facility (currently hybrid), Merrithew® is seeking a Customer Service Coordinator to join our Customer Service Team. Your core objectives will be to support the Customer Service 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 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

Skills and qualifications

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 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. Preference will be given to Mandarin speaking and writing candidates

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 "".

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.

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