Client Experience Coordinator

Summary

The Client Experience Coordinator is responsible for the day-to-day operations and presentation of the Keilhauer Toronto showroom at 150 King Street E. This role ensures the showroom is always client-ready, well-maintained, and running smoothly, serving as the first point of contact for visitors and a key operational support to the Toronto Sales team.

Excellent communication, relationship-building skills and problem-solving abilities are critical for this role, as you will interface and collaborate with various internal and external stakeholders. You understand the voice of the customer and work hard to ensure satisfaction.

This position is ideal for someone with genuine interest in commercial furniture, materials and the design environment who is eager to gain hands-on showroom experience. The Client Experience Coordinator works proactively to anticipate the needs of the Sales team and clients and plays a critical role in delivering an exceptional Keilhauer brand experience at every showroom interaction. Ensuring our customers receive exactly what they need enables Keilhauer to further its mission of making work comfortable for all.

Primary Responsibilities

Daily Showroom Maintenance and Presentation

• Executes a thorough daily opening routine, including cleaning tasks, furniture spot cleaning and review of furniture displays.
• Maintains the showroom to a consistently high standard of cleanliness and presentation throughout the day, including floors, counters, surfaces, furniture and accessories.
• Vacuums and mops floors as needed; ensures all surfaces are free of fingerprints, food and grease marks at all times.
• Monitors and maintains washroom cleanliness, restocking toilet paper and paper napkins as required (outside of bi-weekly professional cleaning service).
• Manages kitchen and hospitality areas; maintains the coffee machine, ensures the fridge is stocked with water, beverages and fresh milk, and runs the dishwasher as needed.
• Performs daily closing duties including dishwasher operation, emptying garbage and recycling and cleaning all surfaces.

Client and Visitor Experience

• Answers the showroom door and phone, welcoming and directing all visitors in a professional and brand-appropriate manner.
• Receives and manages packages and deliveries.
• Handles unexpected walk-in visits, assessing needs and connecting visitors with the appropriate Sales team member.
• Prepares the showroom for scheduled client presentations, including arranging food, beverage and furniture set-up.
• Supports the preparation of showroom events such as Lunch & Learns and product presentations, including liaising with caterers, selecting menus within approved budgets, and ensuring food and beverage setups are ready and presentable ahead of client arrivals.

Showroom Memo and Finish Sample Management

• Maintains inventory levels of memo and finish samples, placing orders internally when supplies run low.
• Sorts, organizes and restocks incoming samples upon arrival.
• Disposes of outdated or discontinued memos, finishes and textile cards.
• Processes returns of memos and cards brought back by Sales Representatives from designers and dealers, reorganizing them back onto stock for re-use.

Consignment Orders and Loaner Chair Program

• Creates quotes and places orders for rep consignment samples.
• Owns the loaner chair program; receiving loaner requests from reps across North America, scheduling deliveries and pick-ups, issuing RGAs, and maintaining the sample inventory stored in the Toronto showroom storage and head office cage.
• Manages the Sample Chair Web App, orders parts, and keeps samples current and in good condition.

Contacts and Forecast Management

• Updates and maintains master contact list for Keilhauer Sales Representatives for e-blast distribution.
• Coordinates monthly forecast requests with rep groups, reviewing and uploading responses to the shared drive for Management visibility.

Team Collaboration and Shared Client Experience

• Partners day-to-day with the Inside Sales Coordinator, covering for one another during busy periods, absences, or shifting priorities so client needs are always met.
• Works in close, ongoing partnership with the Showroom Manager (Marketing) on showroom presentation, brand standards, and event logistics; while this role resides in Sales and the Showroom Manager resides in Marketing, the two roles jointly own the showroom experience.
• Pitches in on reasonable requests that fall outside the bullet points above when a client or teammate needs help; raises recurring gaps or unclear ownership with the Regional Sales Manager rather than leaving them unresolved.

Qualifications

• Currently enrolled in, or recently graduated from, a post-secondary program in Interior Design, Furniture Design, or a related design discipline.
• Proficient in Microsoft Outlook, Word and Excel.
• Highly organized with strong attention to detail; able to manage multiple tasks and shifting priorities without losing focus or quality.
• Strong interpersonal skills with a professional, welcoming manner; comfortable serving as the first point of contact for clients and visitors.
• Comfortable with frequent physical activity, including moving and repositioning furniture and product samples; must be able to lift up to 50 lbs.

Working Conditions

The Client Experience Coordinator works primarily on-site at the Keilhauer Toronto showroom at 150 King Street East. The role involves frequent physical activity including moving product, cleaning, and setting up for events. The environment is professional and client-facing; a polished, professional appearance and business-casual attire are expected at all times.

• Must be comfortable with frequent, dynamic interaction with clients and internal stakeholders.
• Must be able to manage interruptions and adapt to priorities quickly in a fast-paced showroom environment.
• Must maintain a sense of urgency and composure under tight timelines, particularly ahead of client presentations.
• May occasionally be required to work additional hours to support evening events or special showroom functions.
• Must follow all company and OHSA Safety regulations; works in a safe manner and uses personal protective equipment, if required; reinforces housekeeping and Keilhauer’s core values.