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Sales Support & Customer Service Coordinator, Retail

Position overview

Reporting to the Sales Director, Retail at our Scarborough Location this role involves the daily processing of all web orders, answering in-bound sales and customer service calls, confirming freight quotes and providing sales and administrative support to the Retail and Web Marketing teams.

We’re looking for a candidate who has experience in a high-volume order entry and customer service role, works well under pressure, believes in collaboration and is flexible with the ongoing demands of the role.

Major responsibilities

B2C sales & Customer service

  • Completing web orders and shipping confirmations; reaching out to potential web customers whose transactions may not have been finalized
  • Answering in-bound calls and responding to messages; providing timely and tailored product information to clients
  • Providing exceptional customer service to ensure customer satisfaction and conflict resolution
  • Processing returns and issuing credit memos
  • Tracking customer service issues in CRM
  • Processing orders for event-specific sales programs (Black Friday, Cyber Monday, Free Freight, etc.)
  • Monitoring several reports including: open orders, unprocessed web orders, web orders not shipped & invoiced, opportunities and shipping priorities
  • As part of the Retails Sales Support and CSR team, providing (and receiving) account coverage
  • Working pre-arranged stat holidays throughout the year
  • Receiving cross-training on other key accounts including: Costco, AEC,, among others

B2B sales, Business development and Merrithew Connect

  • Following up and selling to repeat customers and direct accounts and processing the in-bound orders for them
  • Following up on leads assigned in CRM
  • Sharing Reseller quantity discount information to clients who require large volume purchase rates
  • Working with the Finance team to set up initial payment terms and successfully sell product into new accounts
  • Providing support to the Merrithew Connect Marketing team on promotions and customer inquiries
  • Recommending digital workout bundles based on seasonal calendar and customer feedback
  • Helping to compile an FAQ list of questions regarding Merrithew Connect and being the point person for inbound customer inquiries and questions


  • Assisting in developing/compiling information packages and sending promotional product orders
  • Participating in tradeshows, as requested, and following up with trade show leads
  • Assisting with market research and competitive data analysis
  • Keeping up-to-date account/lead information in CRM including up-to-date product and price lists
  • Monitoring and preparing sales reports; assist with data clean-up etc., as required
  • Other duties as required

Skills and qualifications

  • Post-secondary education and 2 years of phone sales and customer service experience
  • Proven ability to meet and exceed targets
  • Knowledge of CRM, ACCPAC and Edisoft Merchant an asset
  • Detail-oriented with excellent accuracy in entering PO information, shipping addresses, tracking numbers
  • Superior organizational skills, with the ability to prioritize and handle multiple tasks and deadlines
  • Ability to work well under pressure, demonstrating a sense of urgency
  • Effective communication skills, verbal and written
  • Intermediate MS Excel, Word, PowerPoint
  • Bilingual or second language would be an asset
Apply now

Please note

  • Note to Recruiters : Thank you for your interest, but please do not contact us
  • At the present time, we will only consider those applicants who are legally authorized to work in Canada
  • A complete job description will be provided upon request

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 60,000 students in over 135 countries. Merrithew’s Media Division (MMD) produces print and video-based content for professional and consumer markets.