Customer Experience & Wholesale Operations Coordinator

CAREER OPPORTUNITY

Customer Experience & Wholesale Operations Coordinator

REPORTS TO

Supply Chain & Logistics Manager Temporarily: President, until the manager returns from maternity leave, expected in October 2027

HOURS

40 hours / week

WORK LOCATION

Hybrid: warehouse and remote

Position Summary

This position brings together all of BKIND's customer service activities and the administrative execution of wholesale operations.

On the consumer side, this person is the primary point of contact for customers of our online store. On the B2B side, they oversee the operational processing of retailer and distribution account orders, from receiving the order through to coordinating delivery.

Key Responsibilities

01

Customer service - online store and retailers

02

Claims and deliveries

03

Wholesale operations

04

Recurring issue reporting

Detailed Responsibilities

Customer service - online store and retailers

  • Respond to incoming customer inquiries via email, Facebook and Instagram messages.
  • Answer detailed questions about products, ingredients and their use.
  • Guide customers in choosing products and routines that suit their needs.
  • Manage customer inquiries related to the KIND loyalty program, including questions, point adjustments and claims.
  • Handle complaints and resolve issues related to problematic orders.
  • Filter requests that are not aligned with BKIND and redirect inquiries outside the scope of customer service to the appropriate team members.

Claims and deliveries

  • Open and follow up on claims with shipping carriers.
  • Handle lost, stolen or damaged package cases through to resolution.
  • Follow up on delivery delays and communicate updates with customers.

Wholesale operations

  • Process messages, orders and general inquiries.
  • Create and enter orders for small and medium-sized retailers as needed.
  • Create and manage retailer accounts.
  • Follow up on payments and orders.
  • Maintain a consistent B2B follow-up cadence.
  • Follow up after new retailer accounts are created and after purchases are made.
  • Keep the store locator on the website up to date.

Recurring issue reporting

  • Document recurring issues and patterns.
  • Provide a monthly summary of recurring issues.

Qualifications & Skills

  • Two to four years of experience in customer service, sales administration or operations support.
  • Fluency in both French and English, written and spoken, is required.
  • Proficiency with Shopify or the ability to learn the platform quickly.
  • Strong attention to detail and documentation accuracy: an error on a bill of lading or packing list can have a direct impact on the retailer.
  • Ability to work effectively with frequent interruptions and manage multiple files and priorities simultaneously.
  • Patience, tact and professionalism when handling customer complaints.

Postulez dès maintenant

Envoyez votre CV et une brève présentation à hello@bkind.com. Nous avons hâte de vous lire! 🌼

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