Customer Operations Coordinator

Sterling Rivers is looking for a proactive and detail-oriented Customer Operations Coordinator to join our dynamic team
If you’re someone who thrives in a fast-paced environment and is passionate about providing excellent customer service and efficient operations, we want to hear from you
In this role, you’ll take charge of a variety of tasks, including managing order processing, maintaining our order database, coordinating with the warehouse for fulfillment, scheduling freight pickups, assisting with customer service inquiries, and supporting our client’s online platform.
**Here’s what you need to know about this opportunity**:

- Full-time, salaried position. Standard business hours
- Comprehensive benefits package
- 3-weeks of paid vacation days per year
- 4 paid personal days per year
- On-Site/Hybrid role, 1245 Caledonia Road #200, North York

**And here’s what we need from the person who fills this role**:Order Processing**:

- Process high volumes of orders while working with EDI (our client and warehouse system).
- Ensure all orders are fulfilled within the agreed-upon timeframe for each client.
- Cross-check order details to ensure they are inline with our client agreements.
- Coordinate with our warehouse on order fulfillments and ensure products are prepared and ready to be shipped.
- Manage order modifications including, but not limited to, address changes, cancellations, shipping changes, etc.

**Freight Coordinating & Planning**:

- Schedule freight pickups in advance to ensure orders are shipped on time and in line with our client agreement.
- Plan and organize the freight requirements for the week based on order volume.
- Effectively communicate the freight schedule and plan to our 3PL warehouse and ensure they follow our timeline.

**Client Database/Product Management**:

- Maintain accurate and up-to-date databases.
- Report inventory levels multiple times per day to our clients.
- Monitor product visibility and performance, ensuring accurate listings and identifying potential issues that could affect sales or visibility.
- Optimize product visibility by sponsoring items through keyword and product campaigns, aiming to achieve a positive Return on Ad Spend (ROAS).

**Customer Service & Communication**:

- Handle customer service inquiries with professionalism, ensuring timely and helpful responses.
- Review client requests and provide replacement part services to minimize returns and maximise customer experience.
- Provide an exceptional customer experience that leaves a positive, lasting impression while responding to multiple support tickets and inquiries daily.
- Participate in regular meetings with clients, as needed.

**Sales & Data Analysis**:

- Analyze sales performance and inventory metrics on our client’s website.
- Track and report on product performance, identifying opportunities for improvement and growth.
- Assist with the execution of promotional campaigns with clients to drive sales and visibility.

We are looking for someone with the following experience and attributes:

- 1+ years of experience in e-commerce order processing.
- A college diploma, university degree, or related discipline is preferred.
- Experience in customer service and client-facing roles.
- Strong communication and interpersonal skills with the ability to collaborate effectively in a team environment.
- Excellent 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.
- Proficiency in Excel/Google Sheets and experience using Google Suite.

**A little bit about us**:
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.For more information please visit:
**We are proud to be an equal-opportunity employer**:
Sterling Rivers is an equal-opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes, including our work environment.