Project Coordinator, Customer Service

Mont-Royal, QC
Permanent
Full-time

15 hours ago

Overview:Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.Job Summary:Reporting to the Manager, Customer Service Project Management, the Project Coordinator plays a key role in bringing innovative solutions to life for our Customer Service team. You will lead the coordination and implementation of new software, IT enhancements, and operational processes while capturing and documenting technical requirements. Working closely with IT, E-commerce, and Transportation, you’ll help resolve complex customer challenges and drive seamless experiences. With a focus on continuous improvement and efficient project delivery, you’ll help shape a best-in-class, customer-first environment.Main Responsibilities:

Coordinate and support project activities from initiation to completion, ensuring timelines and deliverables are met;
Analyze workflows and provide recommendations to support continuous improvement and operational efficiency;
Investigate technical issues raised by Customer Service agents, document cases, and liaise with IT to support timely resolution;
Monitor chatbot and phonebot performance metrics (e.g., containment rates) and assist in identifying improvement opportunities;
Support the rollout of new tools and systems, including preparing training materials and assisting with team onboarding;
Maintain regular communication with agents and leadership to gather feedback, identify pain points, and support daily operations;
Create and update Standard Operating Procedures (SOPs) and maintain accurate process documentation;
Assist in troubleshooting technical challenges and execute assigned tasks in support of the Manager of Systems and Continuous Improvement.

Qualifications and Competencies:

Bachelor’s degree in Business Management, IT Project Management, or a related field (or equivalent experience);
2–3 years of experience supporting IT change initiatives and process improvement projects; experience in a customer service environment is an asset;
Proficiency in Salesforce, Microsoft Office Suite, and Google Workspace;
Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment;
Proactive and self-motivated, with a collaborative team-oriented mindset;
Excellent problem-solving skills with the ability to analyze issues and implement effective solutions;
High level of accountability, attention to detail, and sense of ownership;
Strong verbal and written communication skills;
Bilingualism (French and English) is required for daily communication with suppliers, employees, and stakeholders, both within and outside of Quebec.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

A comprehensive compensation package that includes performance-driven bonuses;
A group retirement savings program with employer matching;
Flexible group insurance with personalized coverage that meets your needs;
An employee discount at Garage and Dynamite;
Exclusive private sample sales;
A flexible vacation policy;
And more!

GDI has been repeatedly voted one of Montréal’s Top Employers and one of Canada’s Top Employers for Young People.Our promise…
No day will be like the last—we aim to be better today than we were yesterday. We are committed to employment equity.Candidates that are retained will be called for an interview.#NR-L1

Groupe Dynamite

Apply Now