Harry Rosen Operations Specialist

About Harry Rosen

Founded in Toronto in 1954 by brothers Harry and Lou Rosen, Harry Rosen is a leading Canadian luxury menswear retailer, distinguished by its curated designer collections, tailoring expertise and personalized service. Its heritage combines entrepreneurial ambition with an enduring commitment to helping clients dress with confidence. As an employer, the company offers a setting where sartorial knowledge, relationship-building and commercial acumen intersect, with career paths spanning client advising, tailoring, merchandising and corporate functions. Professionals drawn to refined retail will find a business in which attentive service, product expertise and long-term client relationships are central to the brand’s identity.

Role & Responsibilities

• Model exceptional customer service aligned with the relationship-based selling culture, supporting clientele and NPS goals by collecting and recording client information and demonstrating strong knowledge of Club Harry.
• Act as a point of contact for customer issues, resolve them professionally and escalate them to leadership when appropriate.
• Process employee purchases and oversee staff package administration and submissions.
• Process all transaction types accurately and assist with customer inquiries in person and by phone.
• Monitor compliance with POS and loss prevention policies and standards.
• Review transaction audit results and identify training and process improvement needs.
• Assist with training operations and logistics associates.
• Ensure client information-gathering percentage metrics are consistently achieved.
• Oversee service desk maintenance and cleanliness.
• Oversee client lists and e-receipt standards.
• Manage daily cash handling, including opening and closing registers, preparing sales envelopes and making bank deposits.
• Identify, report and troubleshoot common errors and discrepancies.
• Apply and model loss prevention and health and safety best practices.
• Support the logistics team in processing the order queue to meet fulfillment targets and reduce cancellations.
• Participate in order picking and fulfillment, ensuring orders meet packaging standards and established deadlines.
• Ensure BOPIS operations are completed as required.
• Support daily tasks and ad hoc projects assigned by Operations Leadership.
• Collaborate with the Logistics team and move seamlessly between logistics and operations functions as needed.
• Maintain awareness of the sales floor and provide targeted support to meet client experience expectations.
• Support logistics standards by meeting fulfillment targets, accurately completing markdown and reticketing initiatives, and achieving product-to-floor timelines and standards.
• Assist with seasonal inventory preparations and participate in seasonal inventory counts.
• Collaborate to achieve successful audit and performance results, including POS accuracy, logistics, packaging standards, shrink, on-time fulfillment, order fulfillment and cancellation rates.

Qualifications

• At least 2 years of experience in a client-facing service desk role providing exceptional customer service.
• Focus on driving long-term customer loyalty and conversion by training the team to elevate the in-store and online customer experience.
• Strong communication skills and a keen understanding of policies and procedures, individually and through the team.
• Strong service orientation and a demonstrated desire to delight customers.
• Demonstrated interest in technology and using technological innovations to support retail customer service.
• Ability to work effectively as part of a team.
• Strong multitasking skills and the ability to calmly and efficiently manage, acknowledge and assist a long line of customers waiting for service.
• Experience in shipping, receiving, merchandising, order fulfillment and inventory management in a retail environment is preferred.

Skills

Experience

At least 2 years in a client-facing service desk role providing exceptional customer service.

Compensation

The base compensation for this position is CAD 20 per hour.

Benefits

Eligibility to earn monthly and annual team bonuses; employee discounts and special purchase opportunities; comprehensive flexible benefits package; pension and Group RRSP programs; modern, digitally advanced workplace; career coaching; internal growth and promotion opportunities; diversity, equity and inclusion initiatives.

Culture

Harry Rosen’s workplace culture reflects its heritage as a Canadian luxury menswear specialist, with an emphasis on sartorial expertise, personalised service and lasting client relationships. Its client-focused retail environment values attention to detail and collaborative service, with employees helping clients develop a wardrobe that expresses their individual style.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.