Sales Support & Customer Service Coordinator

Job Title: Sales Support & Customer Service Coordinator

Reports to : Vice President, Commercial Sales

Category: Full Time - 3 Month Contract (With Extension)

Opportunity: This posting is for an Existing Vacancy

Compensation: $45,000 - $47,000

Merrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization.

Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers.

Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC® and GYROKINESIS® are registered trademarks.

Reporting to the VP, Commercial Sales at our Scarborough Location this role involves the daily processing of all Merrithew.com web orders, answering in-bound sales and customer service calls, confirming freight quotes and providing sales and administrative support to the customer Service and Web Marketing teams.

We’re looking for a candidate who has experience in a high-volume order entry and customer service role, works well under pressure, believes in collaboration and is flexible with the ongoing demands of the role.

• Completing www.merrithew.com web orders and shipping confirmations; reaching out to potential web customers whose transactions may not have been finalized
• Answering in-bound calls and responding to messages; providing timely and tailored product information to clients
• Providing exceptional customer service to ensure customer satisfaction and conflict resolution
• Processing returns and issuing credit memos
• Tracking customer service issues in CRM
• Processing orders for event-specific sales programs (Black Friday, Cyber Monday, Free Freight, etc.)
• Monitoring several reports including: open orders, unprocessed web orders, web orders not shipped & invoiced, opportunities and shipping priorities
• As part of the Commercial Sales Support and CSR team, providing (and receiving) account coverage
• Working pre-arranged stat holidays throughout the year
• Receiving cross-training on other key accounts

• Following up and selling to repeat customers and direct accounts and processing the in-bound orders for them
• Following up on leads assigned in CRM
• Sharing Reseller quantity discount information to clients who require large volume purchase rates
• Working with the Finance team to set up initial payment terms and successfully sell product into new accounts
• Providing support to the MerrithewConnect™ Marketing team on promotions and customer inquiries
• Recommending digital workout bundles based on seasonal calendar and customer feedback
• Helping to compile an FAQ list of questions regarding MerrithewConnect™ and being the point person for inbound customer inquiries and questions

• Assisting in developing/compiling information packages and sending promotional product orders
• Participating in tradeshows, as requested, and following up with trade show leads
• Assisting with market research and competitive data analysis
• Keeping up-to-date account/lead information in CRM including up-to-date product and price lists
• Monitoring and preparing sales reports; assist with data clean-up etc., as required
• Other duties as required

• Post-secondary education and 2 years of phone sales and customer service experience
• Proven ability to meet and exceed targets
• Knowledge of CRM, ACCPAC and Edisoft Merchant an asset
• Detail-oriented with excellent accuracy in entering PO information, shipping addresses, tracking numbers
• Superior organizational skills, with the ability to prioritize and handle multiple tasks and deadlines
• Ability to work well under pressure, demonstrating a sense of urgency
• Effective communication skills, verbal and written

• Bilingual or second language would be an asset

Merrithew may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.

These tools assist our recruitment team but do not replace human review.

All final hiring decisions are made by Merrithew's recruitment team.

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 " careers@merrithew.com "

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.