Customer Service and Experience Coordinator - Head Office

October 16 2021
Industries Retail
Categories Customer Service, Call Centres, Supervisor, Team leader, Call Center manager
Montreal, QC

Customer Service and Experience Coordinator


Are you recognized for your interpersonal skills and your sense of customer service? Take this opportunity to contribute to the success of DeSerres! Bring your skills to a big name in arts in this permanent full-time position at our Montreal head office.

Reporting to the National Sales Manager, you will be primarily responsible for guiding the customer service team, to improve our experience and service practices. In addition, you will be the reference at DeSerres to manage customer service and help stores. Your role will also be to continue to reinvent the customer experience with creative and innovative ideas.


What we offer:

  • 36 hours work week;
  • 3 weeks vacation after 1 year of service;
  • 5 days of flexible holidays;
  • Group insurance paid in part by the employer;
  • Birthday leave;
  • Discounts in stores.


As a Customer Service and Experience Coordinator you will :

  • Implement best practices in terms of customer service for our teams of store experts and our customer service team;
  • Ensure the satisfaction of our customers by providing ideas and solutions to resolve certain issues related to customer service;
  • Manage the conversational platform and act as administrator of this platform;
  • Follow up and watch daily conversations on the platform;
  • Be the point of contact between our customer service team and the head office;
  • Support customer service in the operations and logistics of daily tasks;
  • Follow up on problematic customer cases and represent DeSerres in all communications;
  • Take care of our customers’s questions on the various channels.



Requirements and skills required for the position:

  • DEC or Bachelor’s degree in administration, management, commerce or equivalent experience;
  • Experience of 2 to 5 years in a similar position;
  • Experience in sales and customer service;
  • Retail experience an asset;
  • Strong interpersonal skills;
  • Have a sense of organization;
  • Strong autonomy;
  • Very good knowledge of Excel and the Office Suite;
  • Knowledge of priority management tools (tickets) and CRM, an asset;
  • Strong oral and written communication skills (French and English);
  • Knowledge of artistic material, custom printing and framing an asset;
  • Knowledge of the Heyday conversational platform, an asset.


If you are interested in applying, please send your resume to indicating the title of the position for which you are applying in the subject line of your e-mail.


About us:

As the favourite destination for all creative minds, DeSerres has been the go-to source for creativity for over a century. Offering expertise without equal, the company inspires clients to give free rein to their imagination while being by their side as they carry out their projects. With its 30+ stores and e-commerce website, DeSerres is the largest retailer of art and craft supplies in Canada.

Only candidates selected for an interview will be contacted. We are committed to employment equity


Apply now! network