Customer Service Coordinator

Reports to: Senior Manager, Customer Service

Category: Full time – Permanent

Position Location: Scarborough Ontario, Tapscott Office

Opportunity: This is a backfill position in the organization

Compensation: $45,000.00 - $47,000.00

Located at our Scarborough facility (currently hybrid), Merrithew® is seeking a Customer Service Coordinator to join our Customer Service Team. Your core objectives will be to support the Customer Service Department through general administration, while delivering excellent service to our clients. This is a high-volume, multi-tasking position that requires flexibility, persistence, professionalism and a high degree of accuracy. We require a self‑motivated, organized and dynamic team player who enjoys working in a fast‑paced environment.

This role reports to the Senior Manager, Customer Service.

• Primary telephone, email and web contact coverage for the Customer Service Department and responsible for qualifying and distribution of all inquiries
• Backup support to Customer Care Specialists
• Escalate customer issues to the Customer Service team and provide backup coverage and support as needed
• Processing phone, web and email replacement part orders and follow up with customer as necessary
• Processing spring replacement orders – confirming product and model of equipment, up‑selling and serial numbers
• Setting up new customers into the CRM system including data entry, order taking, shipping quotes/issues
• Database updates and maintenance in CRM system
• Warranty Product registration and validation including Serial Number creation as required
• Coordinate Monthly Customer Service Meetings including preparing meeting agenda, minute taking and reports
• Reports: preparing and distributing reports including Monthly Case Logs, Open Cases, Priority Reporting
• Administer Returns Policy by following up on Open returns, creating RMAs for Customer Care Specialists
• Liaison with the Web development team as required in managing the Customer Support section of  and assistance with resetting passwords for web customers
• Quarterly review of Images, Descriptions and Pricing on  for all Commercial Products and Parts
• Other duties and special projects as assigned

• A minimum of 2 years’ customer service support, order entry, and administrative experience
• Must be a dependable team player and work well with others in a professional manner within a fast paced environment
• Strong attention to detail, ensuring accuracy in entering information, shipping addresses
• Superior organizational skills, with the ability to prioritize and handle multiple tasks and deadlines
• Exceptional communication skills, verbal and written
• Strong computer skills and ability to learn new systems. Proficiency in Microsoft Office (Word, Excel, Outlook) is essential
• Knowledge of or experience using CRM systems, preferably SAGE
• Adaptable, and can adjust to changing needs of the business and operational requirements
• Maintain a cooperative, productive work environment and promote positive customer service relations
• Post‑secondary education or equivalent work experience
• Bilingual or second language would be an asset. Preference will be given to Mandarin speaking and writing candidates

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 "".

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.