Client Care Coordinator (Temporary), Cambridge

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. 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. - 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