Customer Service Coordinator

Merrithew®; Toronto; Hybrid; CAD 45,000 - 47,000; Full time

Job summary

Merrithew International is seeking a Customer Service Coordinator to support the Customer Service Department in Scarborough, Ontario. This hybrid role requires a self-motivated team player with excellent communication skills to assist clients and manage inquiries.

The ideal candidate has 2 years of customer service experience, strong organizational skills, and proficiency in Microsoft Office. Join Merrithew in promoting optimal fitness and wellness through world-class service.

Qualifications

• Minimum of 2 years' customer service support and administrative experience.
• Strong attention to detail for accurate information entry.
• Exceptional verbal and written communication skills.

Responsibilities

• Primary contact for customer service inquiries via phone, email, and web.
• Process phone, web, and email replacement part orders.
• Coordinate Monthly Customer Service Meetings and reports.

Skills

Customer service support

Order entry

Attention to detail

Organizational skills

Communication skills

CRM systems

Microsoft Office

Bilingual (Mandarin)

Education

Post-secondary education or equivalent work experience

Tools

CRM (SAGE preferred)

Microsoft Office (Word, Excel, Outlook)

Job description

Company Name: Merrithew International

Job Title: Customer Service Coordinator

Reports to: Senior Manager, Customer Service

Category: Full time – Permanent

Position Location: Scarborough Ontario, Tapscott Office

Opportunity: This is a backfill position in the organization

Compensation: $45,000.00 - $47,000.00

About Merrithew

Merrithew® is the global leader in mind-body education and equipment. Founded in 1988, the company has trained more than 80,000 instructors and partners worldwide, developed six innovative education programs— STOTT PILATES®, ZENGA®, Total Barre®, Halo® Training, Merrithew Fascial Movement and CORE™ Athletic Conditioning & Performance Training™— and has produced an extensive line of professional and at-home equipment and accessories for personal and professional use. Join Merrithew in its mission to inspire people worldwide to lead healthier lives through premium education programs and cutting‑edge equipment. With a focus on world‑class education and industry‑leading equipment, Merrithew is dedicated to promoting optimal fitness and wellness for all.

Our Core Values

• Community – Culture of belonging, encourage connections and engagement
• Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring
• Boldness – Act with courage, change the norm, never settle for "just ok"
• Customer‑Centric – Our Vision is fulfilled through our Trainers, Partners and end-customers.
• Accountability – Act like owners, own the results
• Innovation – Delivering the best, highest‑quality products, programs and services

Position Overview

Located at our Scarborough facility (currently hybrid), Merrithew® is seeking a Customer Service Coordinator to join our Customer Service Team. Your core objectives will be to support the Customer Service Department through general administration, while delivering excellent service to our clients. This is a high‑volume, multi‑tasking position that requires flexibility, persistence, professionalism and a high degree of accuracy. We require a self‑motivated, organized and dynamic team player who enjoys working in a fast‑paced environment. This role reports to the Senior Manager, Customer Service.

Major Responsibilities

• Primary telephone, email and web contact coverage for the Customer Service Department and responsible for qualifying and distribution of all inquiries
• Backup support to Customer Care Specialists
• Escalate customer issues to the Customer Service team and provide backup coverage and support as needed
• Processing phone, web and email replacement part orders and follow up with customer as necessary
• Processing spring replacement orders – confirming product and model of equipment, up‑selling and serial numbers
• Setting up new customers into the CRM system including data entry, order taking, shipping quotes/issues
• Database updates and maintenance in CRM system
• Warranty Product registration and validation including serial number creation as required
• Coordinate Monthly Customer Service Meetings including preparing meeting agenda, minute taking and reports
• Reports: preparing and distributing reports including Monthly Case Logs, Open Cases, Priority Reporting
• Administer Returns Policy by following up on Open returns, creating RMAs for Customer Care Specialists
• Liaison with the Web development team as required in managing the Customer Support section of Merrithew.com and assistance with resetting passwords for web customers
• Quarterly review of Images, Descriptions and Pricing on Merrithew.com for all Commercial Products and Parts
• Other duties and special projects as assigned

Skills And Qualifications

• A minimum of 2 years’ customer service support, order entry, and administrative experience
• Must be a dependable team player and work well with others in a professional manner within a fast paced environment
• Strong attention to detail, ensuring accuracy in entering information, shipping addresses
• Superior organizational skills, with the ability to prioritize and handle multiple tasks and deadlines
• Exceptional communication skills, verbal and written
• Strong computer skills and ability to learn new systems. Proficiency in Microsoft Office (Word, Excel, Outlook) is essential
• Knowledge of or experience using CRM (Customer Relationship Management) systems, preferably SAGE
• Adaptable, and can adjust to changing needs of the business and operational requirements
• Maintain a cooperative, productive work environment and promote positive customer service relations
• Post‑secondary education or equivalent work experience
• Bilingual or second language would be an asset. Preference will be given to Mandarin speaking and writing candidates

Merrithew may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human review. All final hiring decisions are made by Merrithew’s recruitment team.

Merrithew is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

Merrithew is committed to providing a barrier‑free access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us "[e-mail]".

Merrithew is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds.