Company Overview

We are a client-focused organization in the textile and apparel industry, recognized for delivering high-quality products and service to a diverse customer base. Our fast-paced, collaborative environment is built around strong customer relationships, teamwork, accountability and responsive service.

As a Client Care & Account Coordinator, you will play an important role in supporting our customers and managing the day-to-day coordination of orders, inquiries, production updates, shipping information and follow-ups. You will work closely with customers and internal teams to ensure information is accurate, issues are addressed promptly and customers are kept informed throughout the process.

We are looking for someone who is genuinely customer-focused, highly organized and detail-oriented, with strong written and verbal communication skills. You should be someone who thinks through situations before responding, uses good judgment and takes the time to ensure customer communications are clear, accurate and professional.

The right person will be proactive, resourceful and comfortable taking ownership of responsibilities and following through on outstanding items. You should be able to manage multiple priorities, identify when something requires attention, learn current processes and systems quickly and work effectively across departments to resolve issues and support our customers.

Previous experience working with an ERP or order management system is required. This role is well suited to someone who is comfortable with technology and takes pride in providing reliable and professional customer service.

Job Duties & Responsibilities

- Process purchase orders received via email, phone or web platforms, carefully reviewing all information for accuracy and completeness before entering and confirming orders.
- Act as a first point of contact for customers and provide prompt, accurate and professional assistance with product availability, pricing, account setup and general inquiries.
- Manage customer requests from initial inquiry through resolution, ensuring timely follow-up and proactively providing updates throughout the process.
- Confirm orders and proactively communicate order status, production timelines, shipping details, back orders, delays and any changes that may affect the customer.
- Monitor open and back-ordered items closely, identify potential issues early and ensure customers are informed promptly when timelines or circumstances change.
- Communicate with customers in a professional, clear and customer-focused manner, using good judgment and carefully reviewing emails for accuracy, tone, spelling, formatting and completeness before sending.




- Think through customer requests and situations before responding, ensuring the information provided is accurate and that the customer's question or concern has been fully addressed.
- Build strong client relationships by being responsive, dependable, solutions-oriented and attentive to customer needs.
- Work closely with Production, Merchandising, Logistics, Sales and other internal teams to obtain information, resolve issues and communicate updates to customers promptly.
- Identify issues that require attention, take initiative to obtain the necessary information and escalate appropriately when a matter cannot be resolved independently.
- Assist with garment warranty claims by gathering and documenting relevant information, coordinating with the appropriate teams and following through until resolution.
- Support customer payments by issuing secure payment links, assisting with invoicing and following up on payment or delivery-related requirements.
- Complete daily invoicing and order checks with strong attention to detail, identifying and correcting discrepancies before they create customer issues.
- Manage inquiries across shared email inboxes, prioritizing requests appropriately and ensuring customer inquiries are responded to, followed up on or escalated in a timely manner.
- Organize and prioritize multiple customer requests and responsibilities while keeping track of outstanding items and required follow-ups.
- Answer and route incoming calls professionally, taking ownership of customer inquiries whenever possible rather than simply redirecting them.
- Maintain accurate spreadsheets and records containing order, costing, customer and sales information.
- Learn the ERP system quickly and use it effectively to review orders, styles and customer information while maintaining accurate data.
- Create vendor purchase orders for custom orders and coordinate with Production to ensure information and requirements are complete and accurate.
- Participate actively in weekly order review meetings, come prepared with updates on outstanding items and follow through on assigned actions.
- Demonstrate initiative, sound judgment, common sense and a willingness to learn, with the ability to adapt quickly to new processes and responsibilities.
- Perform other duties as required to support customers and the day-to-day needs of the business.

Competencies,



Skills & Experience

- College diploma or equivalent education in business, communications, customer service or a related field.
- 1–3 years of experience in customer service, account coordination or order management within the apparel, textile, wholesale or manufacturing industry is required.
- Experience working with ERP or order management systems is required.
- Excellent written and verbal communication skills, with particular attention to professional email communication, tone, accuracy, formatting and completeness.
- Strong customer-service mindset with the ability to understand customer needs, respond professionally and follow through until issues are resolved.
- Strong attention to detail and the ability to review information carefully before processing orders, sending communications or completing transactions.
- Good judgment and practical problem-solving skills, with the ability to think through situations before responding or taking action.
- Proactive and resourceful, with the ability to identify what needs to be done, follow up on outstanding items and take initiative without requiring constant direction.
- Highly organized and able to prioritize multiple customer requests, orders, deadlines and follow-ups in a fast-paced environment.
- Quick learner with the ability to understand new processes, products and systems and apply what has been learned to day-to-day situations.
- Strong technical aptitude with the ability to quickly learn and adapt to recent systems, software and digital tools.
- Proficient in Microsoft Office, particularly Outlook and Excel.
- Strong interpersonal and collaboration skills, with the ability to work effectively across Sales, Production, Logistics and other departments.
- Dependable and accountable, with a strong sense of ownership and follow-through.

This position offers an opportunity to contribute directly to our customer experience and day-to-day operations while continuing to develop your skills and grow within the organization. We are looking for someone who takes pride in providing excellent service, building strong customer relationships and contributing to the continued success of the company. Pay: $60,000.00-$65,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program

Application question(s):
- Do you have experience working with an ERP or order management system?
- Do you have experience working in apparel, textile, wholesale, manufacturing or a similar product-based environment?

Work Location: In person

📌 Client Care & Account Coordinator (Markham)
🏢 COBMEX® Apparel
📍 Markham