After Sales Service Coordinator

Job summary

The After-Sales Service Coordinator manages client inquiries and coordinates service requests such as repairs and special orders. They also collaborate with internal teams and partners to ensure seamless service execution and operational excellence.

Job details

Established since 1879, Birks is a luxury jewelry store whose reputation is built on quality, exclusivity, unique design, and excellence in service. We pride ourselves in offering meaningful experiences and in building intimate relationships with each one of our clients. As a After-Sales Service Coordinator at our Flagship store, you will play a key role in shaping the client experience beyond the sale. You will ensure the seamless execution of after-sales services, strengthen client relationships, support operational excellence, and foster a service culture focused on exceeding expectations. To do so, the After-Sales Service Coordinator will: * Manage client inquiries and concerns, resolving issues effectively and professionally. * Coordinate after-sales service requests, including repairs, special orders, and watch accessory orders. * Collaborate with suppliers, brand partners, retail teams, and the Maison Birks Workshop to ensure proper follow-up and seamless service execution. * Monitor service performance, identify process improvement opportunities, and enhance the overall client experience. * Work closely with leadership team to achieve service objectives. * Act as a key resource and support daily department operations. * Foster a collaborative, accountable, and service-oriented work environment. The ideal candidate possesses: * A minimum of 2 years of experience in customer service, or after-sales service role. * Experience in luxury retail, jewelry, or watchmaking is considered a strong asset. * Excellent communication and interpersonal skills, both written and verbal, in French and English. * A strong customer-focused mindset and passion for service excellence. * Excellent organizational and priority management skills. * Strong analytical, problem-solving, and decision-making abilities. * Proficiency with Microsoft Office, particularly Excel. * The ability to thrive in a fast-paced and evolving environment. * A strong team spirit and collaborative approach. *Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, to communicate on a regular basis with employees and managers outside of Quebec. Our promise of delight In return for your commitment to excellence, we offer: Competitive earnings, including commissions and bonuses Group Insurance benefits Telemedicine Employee Assistance Program Award and recognition programs Unique training programs Employee discounts At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to be yourself, in order to offer excellent customer service and to create an experience that will build long-lasting client relationships. Come join us at Birks, and let your true self, shine! Are you the gem we are looking for?

What you’ll do

The After-Sales Service Coordinator manages client inquiries and coordinates service requests such as repairs and special orders. They also collaborate with internal teams and partners to ensure seamless service execution and operational excellence.

Requirements

Candidates must have at least 2 years of experience in customer or after-sales service, preferably within luxury retail or jewelry. Proficiency in English and French is required, along with strong organizational and analytical skills.

Benefits

• Group Insurance
• Telemedicine
• Employee Assistance Program
• Award and recognition programs
• Training programs
• Employee discounts

Listed skills

• Customer service · Preferred
• Communication · Preferred
• interpersonal skills · Preferred
• Priority Management · Preferred
• Problem solving · Preferred
• Decision Making · Preferred
• Microsoft Office · Preferred
• Microsoft Excel · Preferred
• Teamwork · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• After-sales service
• Luxury retail
• Jewelry knowledge
• Watchmaking knowledge
• Communication
• Interpersonal skills
• Organizational skills
• Priority management
• Analytical skills
• Problem-solving
• Decision-making
• Microsoft Office
• Excel
• Teamwork
• Bilingual (French/English)
• Management
• Decision Making
• Customer Service
• Employee Assistance Programs
• English Language
• Sales
• Leadership
• Interpersonal Communications
• Problem Solving
• Operational Excellence
• Operations
• Telehealth
• Process Improvement
• Prioritization

Job areas

• Retail
• Customer Service & Support
• Administrative
• Sales and Service Coordinator
• Sales Coordinator
• Clerical Support Workers Not Elsewhere Classified
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

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