Job description

As an E-Commerce & Retail Operations Coordinator, you will play a key role in supporting day-to-day e-commerce operations and retail boutique activities, helping deliver a seamless customer experience across online and physical channels. Reporting to leadership within the Retail and E-Commerce teams, you will support operational excellence through effective coordination with boutiques, customer service, warehouse partners, HQ, and cross-functional teams.

Starting base pay of $60,000.00 - $65,000.00 plus monthly performance bonus.

Benefits:

- Health advantages, including dental and vision coverage
- RRSP contributions with company match
- Company discount
- Life insurance
- Paid vacations
- Paid sick days

Responsibilities include:

- E-Commerce Operations Support: Monitor online order flow, website performance, and operational issues; support website testing and implementation of updates; ensure alignment between product availability and promotional activities; and support the ongoing optimization of the online shopping experience.

- Customer Service & Client Support: Provide exceptional customer service by responding to customer inquiries via phone and email; assist with order status requests, product information, returns and exchanges, warranty inquiries, and delivery-related concerns; resolve customer issues in a professional and timely manner; and collaborate with internal teams to ensure a seamless customer experience.

- Retail Operations Coordination: Support daily boutique operations, inventory transfers, replenishment activities, cycle counts, and operational compliance; partner with boutique teams to resolve operational issues and ensure consistent execution of company standards.

- Fulfillment, Logistics & Inventory: Coordinate with warehouse and fulfillment partners to ensure timely order processing and deliveries; support returns and customer follow-up communications; monitor inventory levels and assist with stock reconciliation activities.





- Reporting & Process Improvement: Monitor operational performance, prepare recurring reports, identify opportunities for process improvement, and support business initiatives that enhance customer experience and operational efficiency.

- Cross-Functional Project Support: Collaborate with Marketing, Customer Service, E-Commerce, and Retail teams on product launches, promotional campaigns, special events, and other business initiatives.

WORKING CONDITIONS

This role is primarily office-based with regular work performed on a computer, involving extended periods of sitting, typing, and digital documentation management. Occasional handling, photographing, or packaging of repair items may be required. While this position has a low risk of injury, the position requires lifting, pushing, pulling and holding (up to 35 lbs and above with appropriate support) of boxes and store fixtures, as well as, significant focus when completing paperwork.

EMPLOYMENT STATUS

Full-Time: 40 hours per week. Additional hours may occasionally be required during peak business periods, store opening activities, product launches, inventory counts, or special projects.

Profile

- Strong organizational and time-management skills with exceptional attention to detail.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Analytical mindset with a proactive and solutions-oriented approach.
- Collaborative team player who thrives in a cross-functional environment.

Professional requirements

- Bachelor's degree in Business, Marketing, Retail Management, or a related field preferred.
- 2-5 years of experience in retail operations, e-commerce operations, customer service, or a related field.
- Experience supporting retail store operations and inventory management.
- Familiarity with e-commerce platforms such as Salesforce Commerce Cloud or similar systems.
- Experience working with ERP systems, particularly SAP.
- Strong proficiency in Microsoft Office applications, especially Excel.

📌 E-Commerce and Retail Operations Coordinator (Old Toronto)
🏢 The Swatch Group Canada
📍 Old Toronto