Customer Service Coordinator

WHO ARE WE?

Spark Factory Studios Inc. is a Quebec-based company specializing in textile innovation, the creation of high-value-added products, and the development of distinctive brands. From design to marketing, we leverage our expertise to develop innovative, sustainable, and responsible products that meet the needs of today's consumers. Driven by creativity, collaboration, and excellence, we transform ideas into concrete solutions and business successes.

Here's what we offer you

• Join a growing Quebec company;
• Group insurance;
• Employee Assistance Program (EAP) and telemedicine;
• Flexible work schedule (hybrid model);
• 4 additional personal days off in addition to your vacation days;
• 1 day off on your birthday;
• A great work environment with passionate fashion creators.

Reporting to the Senior Director of Distribution Center, Logistics, and Customer Service, the Customer Service Coordinator serves as the main point of contact between B2B clients and the company for order management, request tracking, and delivery coordination. They ensure the entry and processing of orders into systems, respond to client requests, coordinate required changes, and ensure quick problem resolution in collaboration with various departments. They also contribute to the efficiency of distribution center operations by providing administrative support as needed.

Order Management

• Serve as the entry point for receiving orders from clients and ensure the incorporation of orders into our systems (Vortex, BoyzSQL);
• Record requests in the system (depending on the type of request) and ensure tracking with the various collaborators involved;
• Respond to follow-up and other requests from our clients (B2B) by email;
• Coordinate order changes, delivery dates, and other changes, inform collaborators, and make appropriate follow-ups;
• Identify and resolve problems effectively;
• Work in collaboration with various departments;
• Quickly determine the right resources to involve in the problem-solving process;
• If necessary, assist other department members with tasks such as billing, returns, and others;
• Participate in various meetings;
• Integrate, demonstrate, and promote the company's mission, vision, and values;
• Any other related tasks.

JOB REQUIREMENTS

• High school diploma or equivalent;
• At least 3 years of experience in a similar B2B role;
• Intermediate knowledge of Excel and MS Office suite;
• Excellent written and spoken French;
• Intermediate English (to respond to calls or emails from English-speaking clients, explain products or services, consult English documentation, or communicate with English-speaking colleagues or suppliers).

DESIRED SKILLS

• Motivated by excellence and rigor;
• Excellent written communication skills;
• Communication, active listening, problem-solving, empathy, and priority management;
• Ability to manage priorities;
• Teamwork and adaptability;
• Client-oriented;
• Sense of organization.

*The use of the masculine gender was adopted to lighten the text and has no discriminatory intent.