Client Care Coordinator (Temporary), Cambridge

Description

The Client Care Coordinator facilitates a seamless, exceptional client journey for aftercare inquiries and services with a focus on workshop operations, logistics, and performance. This role is based in our Cambridge, Canada office.

 

Les missions

Repair & Aftercare Operations

- Streamline communication and logistics across workshops, stores, and clients.
- Oversee receiving, tracking, label creation, and order dispatching.
- Liaise with shipping providers for optimal service.
- Verify incoming goods against documents; inspect products to validate total repair requirements.
- Handle replacements, upgrades, and “beyond repair” cases.
- Support spare parts inventory management and distribution.
- Perform simple repairs to assist with the Technician’s queue.

Client Services and Stores Support

- Partner with Client Services and Store teams to ensure a smooth client journey and satisfaction.
- Manage high volumes of aftercare and repair inquiries.
- Estimate quotes and delivery timelines for repairs and spare parts.
- Handle workshop-related client complaints; offer creative solutions and timely resolution.
- Conduct post-repair detractor calls.

Data Management & Administration
- Maintain accurate and complete records in RMS, CEGID, and Salesforce; reconcile RMS
discrepancies.
- Process order invoicing, payments, tax calculation, and reminders.
- Manage quotation modifications, approvals, and reminders.
- Follow communication procedures, guidelines, and policies.

Profil

- 3+ years of experience Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment. - Strong analytical, organizational, and communication skills. - Exceptional verbal and written communication skills, strong phone contact handling, and active listening. - Track record of exceeding quotas. - Familiarity with CRM practices; client centric approach with strong commercial awareness. - Ability to adapt to different personalities, demonstrating excellent interpersonal skills. - Self-motivated team player with a resourceful, practical, and agile problem-solving mindset. - Adept in multi-tasking, prioritizizing, and managing time effectively. - High school degree required