Job Description

ABOUT US

NRI DISTRIBUTION is a specialist in providing North American logistics services to apparel, footwear, equipment and accessories manufacturers in the outdoor, action sports, fashion and lifestyle industries.  We are champions in both wholesale and ecommerce fulfillment.  At NRI a high level of service is a MUST, while providing an enjoyable and freedom-centric workplace to our team members.  Both the Client and our team member experience is very important to us!  

We fundamentally believe that one’s mindset establishes the foundation for success in our environment and look for people that live by and embrace a winning attitude with a propensity for action.

We recognize the opportunities technology brings in an environment of continuous improvement as well as change.    Can you challenge process and be collaborative?  Do you prefer to identify opportunity and present solutions to leadership?  Are you comfortable in a relationship where you create results every day to justify your role and add value to the team?  We view the realities of budget constraints and ROI as challenges and not limitations, do you?  If you appreciate new tech solutions, simplicity, data driven decisions and initiating change, while acting by the principals of living with integrity, leading through action and delivering excellence while creating harmony and sustainability for all, keep reading.

POSITION SUMMARY

The Client Services Coordinator performs all functions related to the processing of orders and receipts through our 3PL facilities to meet client and customer expectations, acting as the primary liaison for our customers. 

DUTIES AND RESPONSIBILITIES 

1. Acts as the liaison between the clients and NRI.

• Accesses information and maintains computerized and manual records relating to the movement of orders, receipts, and other related processes such as returns and CODs, etc. 

• Communicates to Operations on client priorities by monitoring and reporting on order and receipt activity to ensure accuracy and timing. Follows up with team to ensure completion.  

• Provides feedback on system’s needs and proactively recommends process changes. 

• Ensures a positive customer and client experience.

2. Manages client relationships.

• Effectively handles all client interactions, including higher level troubleshooting issues. 

• Evaluates inquiries, provides appropriate assistance, accurately processes orders, and follows through to ensure customer needs are met in a timely and effective manner. 

• Acts as a conduit of communication between the organization and the client. 

• Follows up with customer and service providers to ensure appropriate actions are taken and that any issues are resolved to the customer’s satisfaction. 

• Vets invoicing before it is sent to the client.  

• Helps clients improve their business through collaborative efforts of continuous improvement. 

• Works cooperatively with peers and other departments, keeps appropriate individuals informed to ensure positive customer relations are maintained. 

• Escalates Ideas/ Issues and opportunities to appropriate dept. or individual to ensure customer relations are maintained. 

• Entering client contracts

3. Coordinates flow of inventory.

• Coordinates physical good counts to meet audit or inventory control requirements with IMT Manager. 

• Completes necessary data entry (i.e. keying orders). 

• Ensures that orders / picks are prepared and out on the floor in a timely manner. Coordinates with operations to ensure completion.  

• Coordinates value added service requirements.

4. Coordinates freight and provides billing support/ verification.

• Coordinates inbound freight by collecting information to plan for shipments in our facilities. 

• Coordinates outbound freight, including booking shipments and delivery appointments. 

• Aids in resolving discrepancies and billing issues. 

• Charges customer credit card based on client direction, alternatively manages Client Credit Card program.

5. Work may involve responsibility for providing training and work guidance to others within the work unit, while continuing to perform the normal day to day activities of the position. 

6. Participates in and promotes LEAN and other continuous improvement practices.  

7. Performs other duties as requested.

EDUCATION AND EXPERIENCE

• High school diploma/GED

AND/OR

• 1 – 3 years of customer/client service duties working with the public in a service or sales environment.  
• Logistical experience an asset.

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