Client Care Coordinator; Temporary

The Client Care Coordinator facilitates a seamless, exceptional client journey for aftercare inquiries and services with a focus on workshop operations, logistics, and performance. This role is based in our Cambridge, Canada office.

Repair & Aftercare Operations

• Streamline communication and logistics across workshops, stores, and clients.
• Oversee receiving, tracking, label creation, and order dispatching.
• Liaise with shipping providers for optimal service.
• Verify incoming goods against documents; inspect products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.
• Perform simple repairs to assist with the Technician’s queue.

Client Services and Stores Support

• Partner with Client Services and Store teams to ensure a smooth client journey and satisfaction.
• Manage high volumes of aftercare and repair inquiries.
• Estimate quotes and delivery timelines for repairs and spare parts.
• Handle workshop-related client complaints; offer creative solutions and timely resolution.
• Conduct post-repair detractor calls.

Data Management & Administration

• Maintain accurate and complete records in RMS, CEGID, and Salesforce; reconcile RMS discrepancies.
• Process order invoicing, payments, tax calculation, and reminders.
• Manage quotation modifications, approvals, and reminders.
• Follow communication procedures, guidelines, and policies.

• 3+ years of experience Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment.
• Strong analytical, organizational, and communication skills.
• Exceptional verbal and written communication skills, strong phone contact handling, and active listening.
• Track record of exceeding quotas.
• Familiarity with CRM practices; client centric approach with strong commercial awareness.
• Ability to adapt to different personalities, demonstrating excellent interpersonal skills.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.
• Adept in multi-tasking, prioritizing, and managing time effectively.
• High school degree required.