Order Fulfillment & Customer Service Coordinator

Sterling Rivers Inc; Toronto; Hybrid; CAD 42,000 - 60,000; Full time

Benefits offered by this job

3 weeks paid vacation per year

4 paid personal days

Hybrid role at North York location

Job summary

Sterling Rivers Inc. is seeking an Order Fulfillment & Customer Service Coordinator to keep our eCommerce operations running smoothly.

You will manage order processing, freight coordination, and customer interactions, acting as the hub between clients and warehouse partners to ensure timely fulfillment. The role requires strong organizational skills, the ability to handle high volumes, and a proactive problem-solving mindset.

Qualifications

• College diploma, university degree, or related discipline preferred.
• 2+ years of experience in e-commerce order processing.
• Experience in customer service and client-facing roles.
• Strong communication and interpersonal skills, with the ability to collaborate effectively in a team environment.
• Excellent organizational skills and the ability to manage a multi-tasked role.
• Advanced critical thinking skills and a knack for creative problem-solving.
• Proficiency in Excel/Google Sheets and experience using Google Suite.
• A growing team, ideal for someone who wants to grow alongside the company.
• 6-month contract, with possibility of extension/conversion to permanent
• 3 weeks of paid vacation per year, plus 4 paid personal days.
• Hybrid role based at 1245 Caledonia Road #200, North York.

Responsibilities

• Process high volumes of orders using EDI, our client and warehouse system.
• Ensure all orders are fulfilled within the agreed-upon timeframe for each client.
• Coordinate with our warehouse on order fulfillment, ensuring products are prepared and ready to ship and ship on time.
• Manage order modifications, including address changes, cancellations, and shipping changes.
• Handle customer service inquiries with professionalism, ensuring timely, helpful responses.
• Review client requests and provide replacement part services to minimize returns and maximize customer experience.
• Respond to multiple support tickets and inquiries daily while keeping the customer experience positive.
• Participate in client meetings as needed.
• Report inventory levels to clients multiple times per day.
• Monitor product visibility and performance, catching issues that could affect sales or visibility.
• Optimize product visibility through keyword and product ad campaigns, aiming for a positive return on ad spend (ROAS).
• Analyze sales performance and inventory metrics on client websites.
• Track and report on product performance, identifying opportunities for improvement and growth.
• Support execution of promotional campaigns with clients to drive sales and visibility.

Skills

Order processing

Customer service

Excel/Google Sheets

Communication

Organization

Critical thinking

Education

College diploma / related discipline

Tools

Google Sheets

Google Workspace

Job description

Sterling Rivers is hiring an Order Fulfillment & Customer Service Coordinator to keep order fulfillment, freight coordination, and customer experience running smoothly across our eCommerce platforms. This is a hands-on, detail-driven role for someone who thrives managing multiple moving pieces at once, from order processing to client communication. You'll be the person our clients and warehouse partners rely on to keep things moving, and the person our team trusts to catch what others miss.

About the role

This role sits at the center of our day-to-day operations: order processing, freight logistics, inventory reporting, and customer service all come together here. You'll move between scheduling freight pickups, cross-checking order details, responding to customer inquiries, and analyzing sales performance on a client's website, often within the same afternoon. We're looking for someone who stays organized under volume and enjoys solving problems as they come up.

What you'll do

Order Processing

• Process high volumes of orders using EDI, our client and warehouse system.


• Ensure all orders are fulfilled within the agreed-upon timeframe for each client.


• Coordinate with our warehouse on order fulfillment, ensuring products are prepared and ready to ship and ship on time.


• Manage order modifications, including address changes, cancellations, and shipping changes.

Customer Service & Communication

• Handle customer service inquiries with professionalism, ensuring timely, helpful responses.


• Review client requests and provide replacement part services to minimize returns and maximize customer experience.


• Respond to multiple support tickets and inquiries daily while keeping the customer experience positive.


• Participate in client meetings as needed.

Client Database & Product Management

• Report inventory levels to clients multiple times per day.


• Monitor product visibility and performance, catching issues that could affect sales or visibility.


• Optimize product visibility through keyword and product ad campaigns, aiming for a positive return on ad spend (ROAS).


• Analyze sales performance and inventory metrics on client websites.


• Track and report on product performance, identifying opportunities for improvement and growth.


• Support execution of promotional campaigns with clients to drive sales and visibility.

What you bring

• College diploma, university degree, or related discipline preferred.


• 2+ years of experience in e-commerce order processing.


• Experience in customer service and client-facing roles.


• Strong communication and interpersonal skills, with the ability to collaborate effectively in a team environment.


• Excellent organizational skills and the ability to manage a multi-tasked role.


• Advanced critical thinking skills and a knack for creative problem-solving.


• Proficiency in Excel/Google Sheets and experience using Google Suite.


• A growing team, ideal for someone who wants to grow alongside the company.


• 6-month contract, with possibility of extension/conversion to permanent


• 3 weeks of paid vacation per year, plus 4 paid personal days.


• Hybrid role based at 1245 Caledonia Road #200, North York.

Process Details

• This posting reflects a current, existing vacancy at Sterling Rivers.


• As part of our hiring process, Sterling Rivers may use AI-assisted tools to support reviewing applications.

If you're organized, detail-oriented, and energized by keeping a fast-moving operation running smoothly, we'd love to hear from you.

About Us

Sterling Rivers operates under the brand Sudio Design which develops, imports and retails bathroom vanities on some of the major eCommerce platforms such as Wayfair, Home Depot and Lowe’s. For more information please visit:

• Our LinkedIn: https://www.linkedin.com/company/sterling-rivers-inc/about/

Sterling Rivers is an equal-opportunity employer, committed to inclusive, barrier-free recruitment and selection processes, including our work environment. For those with disabilities, accommodations are available upon request for candidates taking part in all aspects of the selection process. Please inform us within your application if you require any accommodations, and every effort will be made to meet your needs.