Coordinator, Client Services Operations

Review, process, and monitor e-commerce orders through the fulfillment lifecycle, ensuring accurate order entry, timely processing, and shipment within established service levels.

Coordinate with the Distribution Centre and internal departments to ensure order accuracy, inventory availability, and timely fulfillment.

Review fraud verification requests and collaborate with the Credit Department to investigate suspicious or high-risk orders.

Source inventory from alternate warehouse locations when stock is unavailable at the primary Distribution Centre.

Create, manage, and follow up on merchandise transfers, special orders, and engraving requests with retail stores and internal stakeholders.

Process order cancellations, returns, exchanges, repairs, and other order modifications, ensuring accurate documentation and follow-up.

Maintain accurate records of orders, inventory transfers, repairs, returns, and customer interactions within company systems.

Identify and escalate fulfillment, inventory, and operational discrepancies to the appropriate stakeholders.

Support the E-Commerce Manager with product information updates and data maintenance.

Deliver exceptional customer service through phone, email, live chat, online reviews, and social media channels.

Assist customers with product selection, recommendations, special orders, and online purchases to support sales opportunities.

Respond to inquiries regarding products, services, order status, shipping, returns, repairs, and store information.

Resolve customer concerns and complaints by collaborating with retail stores, the Distribution Centre, and internal departments.

Provide support for website and online ordering issues, including placing orders on behalf of customers when required.