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Customer Service & Sales Support Representative, Retail

Position overview

Located at our Scarborough office, this exciting role offers a lot of variety in a fast-paced environment! This position provides support to two Account Managers in the Retail department and their key accounts, as well as providing backup for answering in-bound phone calls and processing online orders.

Daily tasks involve: manual and EDI order processing, solving customer service issues and working with the Shipping and Logistics team to determine international freight quotes; partner database communication/ maintenance and providing administrative support to the Retail team.

This is a high-volume, multi-tasking position that requires flexibility, patience, professionalism and a high degree of accuracy. We require a self-motivated, organized and dynamic team player who offers exceptional customer service and enjoys helping others.

Major responsibilities

Customer service & Sales support

  • Processing third party purchase orders daily and providing advanced shipment notifications (ASNs) and invoices for various accounts.
  • Providing back-up support on processing web orders.
  • Providing exceptional customer service to ensure customer satisfaction and conflict resolution
  • Processing returns and issuing credit memos; tracking issues in CRM.
  • Tracking compliance charges by account to ensure we are complying with regulations and identifying areas for improvement or streamlined processes.
  • Liaising with Retail Account Managers and shipping team to ensure timely shipping of key account orders
  • Following up on Retail-specific trade show leads.


  • Maintaining third-party partner account files.
  • Working with the Sr. Customer Service & Sales Support Rep. and the IT department on new account EDI set up, SKU and product info set up and all other related new account requirements.
  • Managing all partner site maintenance projects, inventory and uploading images and video clips.
  • Submitting project requests; assisting with competitive reviews and market research
  • Monitoring and preparing sales reports.
  • Supporting day-to-day execution of Sales & Marketing initiatives by providing administrative support to the Retail team which may include travel arrangements, sending samples to clients, PowerPoint presentations, sales kits, and assisting with tradeshows.
  • Other duties as required.

Skills and qualifications

  • 2+ years order entry, customer service and administrative experience; post-secondary education or equivalent work experience.
  • Familiarity with EDI and different Retail platforms (i.e. Walmart, Costco and Amazon).
  • Knowledge of CRM, ACCPAC and Edisoft Merchant an asset.
  • Excellent accuracy with all data entry tasks.
  • Superior organizational skills and the ability to prioritize and handle multiple tasks and deadlines; works well under pressure and has a sense of urgency.
  • Detail-oriented and has the ability to handle interruptions and changing priorities.
  • Excellent communication skills, verbal and written.
  • Intermediate MS Excel, Word and PowerPoint knowledge/skills.
  • Bilingual or second language would be an asset.

Apply for job

Does this opportunity seem like the perfect place to start your career with Merrithew? Apply now!

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Please note that at the present time, we will only consider those applicants who are legally authorized to work in Canada.

Merrithew is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment and selection process, please indicate so by notifying Human Resources.

About Merrithew

Merrithew, Leaders in Mindful Movement, was co-founded by Lindsay and Moira Merrithew in 1988. For over 30 years they have been dedicated to enriching the lives of others by providing responsible exercise modalities and innovative fitness brands across the globe. Merrithew’s premier Pilates brand, STOTT PILATES®, delivers best-in class Pilates education and media to everyone from avid exercisers, elite athletes, and pre/post-natal clients, to rehab and fitness professionals, and is used by studios worldwide.

Other high-end Merrithew fitness brands include ZEN•GA®, Total Barre®, CORE Athletic Conditioning & Performance Training and Halo® Training. Merrithew has trained over 50,000 students in over 100 countries. Merrithew’s Media Division (MMD) produces print and video-based content for professional and consumer markets.