Customer Operations Coordinator

**Job Title**

Customer Operations Coordinator

**Who We Are**

Sterling Rivers is a new player in the online retail industry with a growing team We are a team of passionate members and are looking to add some new key players to support our development. Joining our team now will mean that you will grow with us

Sterling Rivers operates under the brand **Sudio Design** which develops, imports and retails bathroom vanities and home and office furnishings on some of the major eCommerce platforms such as Wayfair, Home Depot and Houzz.

**We Are Looking For**

We are looking for an enthusiastic and driven **Customer Operations Coordinator **to join our team The **Customer Operations Coordinator** will attend to all tasks related to order processing, managing the order database, coordinating fulfillment with our warehouse, arranging freight pickups, inventory tracking, customer service, and working with our client’s online interface.

**Duties and Responsibilities**:

- Order Processing:_
- Processing large volumes of orders while working with EDI (our client and warehouse system).
- Ensuring orders are fulfilled within our agreed upon timeframe for each client.
- Cross-checking order details to ensure they are inline with our client agreements.
- Coordinating with our warehouse on order fulfillments and ensuring products are prepared and ready to be shipped.
- Processing changes made to orders including, but not limited to, address changes, cancellations, shipping changes, etc.
- Freight Coordinating & Planning:_
- Scheduling freight pickups in advance to ensure orders are shipped on time and in line with our client agreement.
- Planning the freight requirements for the week based on order volume.
- Communicating the freight schedule and plan to our 3PL warehouse and ensuring they follow our timeline.
- Sponsorship Management:_
- Manage product visibility on Wayfair by sponsoring products using keyword & product campaigns to generate a positive ROAS (Return on Ad Spend).
- Conduct daily audits on campaign performance by analyzing trends through reporting and identifying strategies to optimize product visibility.
- Client Database/Product Management:_
- Ensuring our client’s database is accurate and up to date with all necessary information.
- Reporting available inventory multiple times a day to our clients.
- Customer Service & Communication:_
- Addressing all customer service inquiries in a timely manner.
- Providing customers with a memorable and positive experience.
- Replying to multiple tickets and inquiries daily.
- Attending meetings with Wayfair as required.
- Sales & Data Analysis:_
- Analyzing the client’s sales and inventory performance on website.
- Tracking product performance and identifying areas of improvement and opportunity.
- Participate in various promotional opportunities with our clients.

**Qualifications**:

- 1-2 years of experience in an e-commerce order processing role.
- College Diploma, University Degree, or related discipline is preferred.
- Experience in customer service and client-facing roles.
- Strong interpersonal skills and ability to work in a team environment.
- Ability to handle a multi-tasked role with good organizational skills.
- Advanced critical thinking skills displayed by the ability to find creative solutions to problems.
- Proficient in Excel/Google Sheets, experience with Google Suite.

**Benefits**:

- Dental care
- Life insurance
- Paid time off
- Vision care
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON M6A 2X6: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- B2B sales: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person