Mercana is one of North America’s leading home furnishings wholesalers, with interior designer and retail partners around the globe. As a “design-first” company, we produce unique pieces for the home each season including items such as wall art, furniture, lighting and home decor accessories.

Position Summary:

The Operations Specialist plays a key role on the operations team supporting our customers, our sales team and online team to ensure smooth functioning across our operation. Reporting to the Director of Operations, the Administrator's responsibilities include order processing, customer communication, and coordination of tasks and projects. Additionally, the Operations Administrator collaborates across the operations department to address logistical issues, customer portal and web administration, and work towards securing payments. With a focus on operational effectiveness and efficiency, the Operational Administrator may be tasked with different functional responsibilities within the operations department at different times.

RESPONSIBILITIES

Order Processing and Sales Support:

• Engage with sales representatives to ensure prompt processing of sales orders, sales quotes, and claims.

• Collaborate with the operations department to address shipping & logistical issues related to order fulfillment and delivery.

• Secure payments from customers in collaboration with the accounting and finance team.

Customer Communication and Relationship Management:

• Contribute to overall customer satisfaction by promptly responding to customer and sales representative communications.

• Address customer inquiries, concerns, and requests in a timely and professional manner.

• Maintain strong relationships with customers and sales representatives, serving as a point of contact for their needs.

Online Operations:

• Work in collaboration with the Online Business Managers to facilitate the order management of online customers.

• Support the Online Business Managers with sales operations including portal administration and content development.

Task and Project Coordination:

• Coordinate and administer tasks and projects with the sales team and customers.

• Manage customer cards in both NAV and NOP systems, ensuring accurate and up-to-date information.

• Liaise with the accounting and finance team on various tasks, such as invoice information and approvals, accounts receivable, and other financial-related matters.

Administrative Support:

• Assist with sales data analysis and reporting using MS Office programs such as Excel and PowerBI, contributing to sales performance tracking and evaluation.

QUALIFICATIONS

Education:

• High school diploma or equivalent. BA degree in Business Administration or a related field preferred.

Experience:

• Minimum of 2 years of experience in a sales or operations support or coordinator role, supporting customers, preferably within the furniture or related industry.

• Experience working with sales teams and coordinating tasks and projects.

Exceptional Work Ethic:

• Demonstrates an exceptional work ethic and is willing to occasionally work flexible hours to meet deadlines and support the sales & operations team.

Proficiency in MS Office Programs:

• High proficiency with MS Office programs, particularly Excel. Experience with PowerBI an asset.

Time Management and Organizational Skills:

• Strong time management and organizational skills to handle multiple priorities and deadlines effectively.

Team Player Attitude:

• Exhibits a team player attitude and works collaboratively with the sales team, operations department, and cross-functional teams to achieve common goals.

Excellent Written and Verbal Communication:

• Demonstrates excellent written and verbal communication skills to effectively engage with customers, sales representatives, and cross-functional teams.

Process and Procedure Communication:

• Ability to explain and communicate processes and procedures clearly and concisely.

Exceptional Customer Service and Problem-Solving Skills:

• Displays exceptional customer service skills, promptly addressing customer inquiries and resolving issues to ensure customer satisfaction.

Logistics and Payment Coordination:

• Experience working with the operations department to address logistical issues related to order fulfillment and delivery.

• Knowledge of payment processing and ability to collaborate with the accounting and finance team to secure payments from customers.

What’s in it for you?

At Mercana, we want to ensure that we are continually investing in our greatest resource – our people. We hope to make your employment experience with us the best it can be with employee perks and benefits that contribute to a balanced and enjoyable lifestyle for you and your family.

Here is what you can expect from us:

• Flexible work schedule
• Company funded events
• Tons of opportunities to advance your career (80% of promotional hires are made within!)
• Access to exclusive discount offers and deals for Mercana staff
• Subsidized training and education
• Extended health and dental benefits for you and your family
• A dynamic work environment with a great group of people