Customer Experience & Wholesale Operations Coordinator

BKIND; Montreal (administrative region); Hybride; CAD 42 000 - 64 000; Plein temps

Résumé du poste

BKIND is seeking a Wholesale Operations Coordinator to integrate customer service for online store and retailers with the administrative execution of wholesale operations. You will oversee retailer orders from receipt to delivery, supporting both consumer and B2B channels in a hybrid work setting.

The role requires 2–4 years in customer service or operations support, bilingual English/French, and familiarity with Shopify.

Qualifications

• Two to four years of experience in customer service, sales administration or operations support.
• Fluency in both French and English, written and spoken, is required.
• Proficiency with Shopify or the ability to learn the platform quickly.
• Strong attention to detail and documentation accuracy: an error on a bill of lading or packing list can have a direct impact on the retailer.
• Ability to work effectively with frequent interruptions and manage multiple files and priorities simultaneously.
• Patience, tact and professionalism when handling customer complaints.

Responsabilités

• Customer service - online store and retailers.
• Claims and deliveries.
• Wholesale operations.
• Recurring issue reporting.

Connaissances

Customer service experience

Bilingual French/English

Attention to detail

Multitasking

Professional communication

Communication skills

Outils

Shopify

Description du poste

Want to grow with a passionate team that values creativity, collaboration and kindness?

Discover our current opportunities and find your place at BKIND.

REPORTS TO

Supply Chain & Logistics Manager Temporarily: President, until the manager returns from maternity leave, expected in October 2027

HOURS

40 hours / week

WORK LOCATION

Hybrid: warehouse and remote

Position Summary

This position brings together all of BKIND's customer service activitiesand the administrative execution of wholesale operations.

On the consumer side, this person is the primary point of contact forcustomers of our online store. On the B2B side, they oversee theoperational processing of retailer and distribution account orders, fromreceiving the order through to coordinating delivery.

Key Responsibilities

01

Customer service - online store and retailers

02

Claims and deliveries

03

Wholesale operations

04

Recurring issue reporting

Detailed Responsibilities

Customer service - online store and retailers

• Respond to incoming customer inquiries via email, Facebook andInstagram messages.
• Answer detailed questions about products, ingredients and their use.
• Guide customers in choosing products and routines that suit theirneeds.
• Manage customer inquiries related to the KIND loyalty program,including questions, point adjustments and claims.
• Handle complaints and resolve issues related to problematic orders.
• Filter requests that are not aligned with BKIND and redirect inquiriesoutside the scope of customer service to the appropriate team members.

Claims and deliveries

• Open and follow up on claims with shipping carriers.
• Handle lost, stolen or damaged package cases through to resolution.
• Follow up on delivery delays and communicate updates with customers.

Wholesale operations

• Process messages, orders and general inquiries.
• Create and enter orders for small and medium-sized retailers asneeded.
• Create and manage retailer accounts.
• Follow up on payments and orders.
• Follow up after new retailer accounts are created and after purchasesare made.
• Keep the store locator on the website up to date.

Recurring issue reporting

• Document recurring issues and patterns.
• Provide a monthly summary of recurring issues.

Qualifications & Skills

• Two to four years of experience in customer service, salesadministration or operations support.
• Fluency in both French and English, written and spoken, is required.
• Proficiency with Shopify or the ability to learn the platform quickly.
• Strong attention to detail and documentation accuracy: an error on abill of lading or packing list can have a direct impact on the retailer.
• Ability to work effectively with frequent interruptions and managemultiple files and priorities simultaneously.
• Patience, tact and professionalism when handling customer complaints.

Career opportunities

Customer Experience & Wholesale Operations Coordinator

This position brings together all of BKIND's customer service activities and the administrative execution of wholesale operations.