Customer Service and Operations Coordinator

Customer Service and Operations Coordinator

Maighan Distribution Inc. | Montreal, Quebec | Hybrid | Full-time or Part-time | Immediate Start

About Maighan Distribution Inc.

Maighan Distribution Inc. is a North American distribution company that works with international partners in several countries.

We distribute an expanding portfolio of baby product brands to major retailers, independent stores, wholesale partners, and consumers in Canada and the United States.

Our work environment is dynamic, technology-driven, and growth-oriented. We value efficiency, service quality, autonomy, judgment, and the ability to quickly resolve problems.

About the Position

We are looking for a Customer Service and Operations Coordinator to oversee the daily follow-up of requests from our clients, retailers, business partners, and consumers.

The selected candidate will play a central role between clients, our internal team, our representatives, our warehouse partners, and our logistics service providers in Canada and the United States.

This position is suitable for an organized, resourceful, and solution-oriented individual who can communicate professionally, manage multiple cases simultaneously, and ensure rigorous follow-up until their resolution.

The position is hybrid, combining remote work and in-person presence in Montreal as needed by the company. The position can be filled on a part-time basis, with immediate start.

Main Responsibilities

• Respond to customer service requests from retailers, business partners, and consumers
• Manage communications via email, phone, and other platforms used by the company
• Track orders, deliveries, delays, and information requests
• Communicate with our warehouse and logistics partners in Canada and the United States
• Check the status of orders and obtain necessary information from warehouses or carriers
• Resolve issues related to orders, deliveries, missing, damaged, or incorrect products
• Coordinate returns, replacements, credits, and complaints according to company policies
• Handle complaints and contentious situations with calm, professionalism, and judgment
• Ensure rigorous follow-up of each case until its resolution
• Communicate relevant information to team members, representatives, and external partners
• Update client files, notes, order statuses, and tracking information
• Collaborate with sales, accounting, purchasing, and management teams
• Identify recurring issues and propose improvements to service and shipping processes
• Participate in documenting and optimizing operational procedures
• Support administrative and coordination tasks as needed
• Required Skills and Experience
• Excellent French and English proficiency, both oral and written
• Reside in Quebec
• Relevant experience in customer service, operations coordination, sales administration, or a similar role
• Excellent written and verbal communication skills
• Ability to communicate with various types of stakeholders, including consumers, retailers, representatives, warehouses, and carriers
• Ability to handle difficult situations, complaints, and disputes professionally
• Strong organizational and prioritization skills
• Ability to manage multiple requests and cases simultaneously
• Strong autonomy and ability to perform follow-ups without constant supervision
• Analytical mindset, resourcefulness, and solution-oriented approach
• Attention to detail and concern for accuracy
• Ability to work effectively in a dynamic environment where priorities may change quickly
• Proficiency with Microsoft Teams, Zoom, Outlook, and other digital work tools
• Ability to handle sensitive commercial and operational information with discretion
• Proficiency with artificial intelligence tools, such as ChatGPT or Claude, considered an asset
• Important Assets
• Experience in the baby products, distribution, or e-commerce sectors
• Experience with Shopify
• Experience with order management or shipping tracking systems
• Experience with external warehouses or logistics partners
• Experience in B2B and B2C customer service
• Experience with major retailers, independent stores, or wholesale partners
• Knowledge of distribution operations in Canada and the United States
• Experience in creating or improving operational procedures
• Desired Profile
• The ideal candidate:
• enjoys solving problems and finding answers;
• does not leave requests without follow-up;
• communicates clearly and professionally in English and French;
• remains calm when situations become urgent or complex;
• knows how to distinguish a routine request from a problem requiring immediate intervention;
• takes ownership of cases and sees them through to resolution;
• constantly seeks to improve the customer experience and operational efficiency.
• Working Conditions
• Position available immediately
• Part-time with possibility of transition to full-time
• Hybrid work model, combining remote work and in-person presence
• Flexible schedule adaptable to experience, company needs, and candidate availability
• Dynamic, international, and technology-driven work environment
• Direct collaboration with management, representatives, warehouses, and logistics partners
• Opportunity to actively contribute to improving the company's systems and processes
• How to Apply
• Please submit your resume along with a short presentation outlining:
• your experience in customer service or operations coordination;
• the sectors you have worked in;
• your experience with Shopify, Amazon, Walmart, or other relevant platforms;
• your proficiency in French and English;
• your availability to start;
• your preference for a full-time or part-time position.
• www.maighandistribution.com
• Pay: $16,000.00-$30,000.00 per year

Benefits

• Flexible schedule
• Work from home
• Work Location: Hybrid remote in Montreal, QC