Coordinator, Client Support

Archway Marketing Services; Mississauga; On-site; CAD 40,000 - 55,000; Full time

Job summary

Archway Marketing Services is seeking a Coordinator, Client Support to oversee client order management and resolve inquiries. The role requires a strong attention to detail and efficient communication skills to ensure client satisfaction. This full-time position is suitable for individuals who thrive in dynamic environments and have experience in customer service or supply chain management.

Qualifications

• Minimum 1-year experience in customer service, supply chain, or order management.
• Proficiency in MS Office and general computer skills.
• Ability to work in a fast-paced, high-output environment.

Responsibilities

• Manages client order placement and resolves inquiries.
• Ensures all orders are executed on time and meet service level requirements.
• Communicates with clients to ensure satisfaction and provides after-sales support.

Skills

Attention to detail

Multitasking

Prioritization

Strong written communication

Strong verbal communication

Data entry accuracy

Education

Associates' or Bachelor's degree

Tools

MS Office

Job description

Join to apply for the Coordinator, Client Support role at Archway Marketing Services

Position Summary

Serve as a contact for client and customer order placement, inquiries, and issue resolution through various communication channels.

Essential Functions

1. Enters and manages orders from all sources, e.g., email, phone, fax, online, and handles any order exceptions, updates, or corrections.
2. Manages open orders, including working with the appropriate team members on backorders.
3. Responds to and resolves client/customer concerns or complaints, ensuring inquiries are handled and documented professionally and promptly.
4. Escalates unresolved order-related issues to appropriate team members or management for resolution.
5. Ensures all order executions are completed on time, meeting service level requirements.
6. Collaborates with management and/or clients to maintain the integrity of order management processes.
7. Interfaces with various departments to ensure deliverables are completed on time and within SLAs.
8. Ensures proper billing by paying attention to procedures and requirements, including timely and accurate closing of work for billing.
9. Updates client business rule documentation, informing key stakeholders of process changes.
10. Maintains understanding of client contractual requirements to ensure adherence and escalates requests outside contract scope.
11. Supports and maintains all corporate quality standards, policies, procedures, and work instructions.
12. Ensures customer satisfaction by preventing nonconformities related to product, process, and quality.
13. Proactively suggests continuous improvement ideas for efficiency and cost savings.
14. Acts as a backup to other team members.
15. Performs other duties as assigned.

Communication

1. Ensures overall client satisfaction through effective internal and external communication.
2. Supports client development and internal reviews by providing work insights.
3. Communicates with supervisors about new business opportunities.
4. Provides excellent customer service and after-sales support.
5. Troubleshoots and resolves client concerns or escalates as necessary.

Position Requirements

• Associates' or Bachelor's degree.
• Minimum 1-year experience in customer service, supply chain, or order management.
• Attention to detail in task handling.
• Experience with order management systems and ability to learn new ones.
• Ability to work in a fast-paced, high-output environment.
• Multitasking and prioritization skills.
• Ability to work independently and as part of a team.
• Strong written and verbal communication skills.
• Accurate data entry and spelling.
• Proficiency in MS Office and general computer skills.
• Professional appearance and demeanor.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Administrative

Industries

• Advertising Services

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