Customer Service Coordinator

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 mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC® and GYROKINESIS® are registered trademarks.

Our Core Values

These are the values that guide our daily actions, decisions, and how we work with one another and our customers:

• 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 1 year of 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 "careers@merrithew.com"

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.