After Sales Service Coordinator

Birks Group; Montreal; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Group Insurance

Employee Assistance Program

Award and recognition programs

Commission and bonuses

Job summary

Birks in Montreal seeks an After-Sales Service Coordinator to manage client inquiries, coordinate after-sales service requests, and collaborate with workshops and retail teams to ensure seamless service delivery.

The ideal candidate has at least 2 years in customer service, experience in luxury retail is a plus, strong communication in English and French, and excellent organizational and analytical skills; proficiency in Excel is required. This role offers growth in a premium luxury environment.

Qualifications

• Minimum 2 years of experience in customer service or after-sales service.
• Experience in luxury retail, jewelry, or watchmaking is a strong asset.
• Excellent communication and interpersonal skills in English and French.
• Strong customer-focused mindset and passion for service excellence.
• Excellent organizational and priority management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency with Microsoft Excel.

Responsibilities

• Manage client inquiries and concerns, resolving issues effectively and professionally.
• Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders.
• Collaborate with suppliers, brand partners, retail teams, and the Birks Workshop to ensure proper follow-up and seamless service execution.
• Monitor service performance, identify process improvement opportunities, and enhance the overall client experience.
• Work closely with leadership to achieve service objectives.
• Act as a key resource and support daily department operations.
• Foster a collaborative, accountable, and service-oriented work environment.

Skills

Customer service

Luxury retail

Bilingual EN/FR

Excel

Organization

Problem solving

Tools

Microsoft Office

Job description

Established since 1879, Birks is a luxury jewelry store whose reputation is built on quality, exclusivity, unique design, and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients.

As a After-Sales Service Coordinator at our Flagship store, you will play a key role in shaping the client experience beyond the sale. You will ensure the seamless execution of after-sales services, strengthen client relationships, support operational excellence, and foster a service culture focused on exceeding expectations.

To do so, the After-Sales Service Coordinator will:

• Manage client inquiries and concerns, resolving issues effectively and professionally.
• Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders.
• Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop to ensure proper follow-up and seamless service execution.
• Monitor service performance, identify process improvement opportunities, and enhance the overall client experience.
• Work closely with leadership team to achieve service objectives.
• Act as a key resource and support daily department operations.
• Foster a collaborative, accountable, and service-oriented work environment.

The ideal candidate possesses:

• A minimum of 2 years of experience in customer service, or after-sales service role.
• Experience in luxury retail, jewelry, or watchmaking is considered a strong asset.
• Excellent communication and interpersonal skills, both written and verbal, in French and English.
• A strong customer-focused mindset and passion for service excellence.
• Excellent organizational and priority management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency with Microsoft Office, particularly Excel.
• The ability to thrive in a fast-paced and evolving environment.
• A strong team spirit and collaborative approach.

*Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, to communicate on a regular basis with employees and managers outside of Quebec.*

Our promise of delight

In return for your commitment to excellence, we offer:

Competitive earnings, including commissions and bonuses

Group Insurance benefits

Employee Assistance Program

Award and recognition programs

At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships.

Come join us at Birks, and let your true self, shine!