Coordinator, Client Services Operations in Montreal, Quebec at Maison Birks

Under the general supervision of the Manager, E-Commerce, the Client Services Operations Coordinator is responsible for the accurate and timely processing of e-commerce orders, including inventory allocation, transfers, special orders, returns, repairs, cancellations, and fulfillment updates. Working closely with the Distribution Centre, retail stores, and internal teams, the incumbent ensures order accuracy, inventory availability, and timely fulfillment.

The incumbent also provides exceptional customer service by responding to customer inquiries, resolving concerns, supporting online sales and special orders, and assisting with website-related issues. The role supports the E-Commerce Manager with product updates and initiatives to enhance the online customer experience.

Responsibilities

Order Management & 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.

Customer Service & Client Support

• 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.
• Escalate recurring customer experience or website issues and support ongoing improvements to the online shopping experience.
• Maintain accurate customer records and communication history within company systems.
• Stay current on product, service, and system knowledge through ongoing training.

Knowledge and Skills Required

EDUCATION

• College degree or equivalent work experience

EXPERIENCE

• 1 to 2 years experience in Customer Service, or a similar position, preferably in a luxury environment.
• 1 to 2 years of experience in order fulfillment, order management systems, e-commerce platforms, and related operational processes.
• Data entry experience

SKILLS

• Fully bilingual (English, French)
• Excellent written and verbal communication skills (English, French)
• Strong people skills
• Strong attention to detail and ability to multi-task
• Time management, analytical, problem solving and decision-making skills
• Proficient with web-based applications and common software
• Solid knowledge of MSOffice (Word, Excel, PowerPoint and Outlook)
• Knowledge of Magento and/or D365, an asset

*Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate regularly with employees outside of Quebec.*

In return for your commitment to excellence, we offer…

• Various paid time off programs
• Tele-medicine
• Employee Assistance Program
• Birks University: Accessibility to various trainings
• Employee Discount Program