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 relationship-based selling, supporting clientele and NPS goals by collecting and recording client information and demonstrating knowledge of Club Harry.
• Act as a point of contact for customer issues, resolving them professionally and escalating them to leadership when appropriate.
• Process employee purchases and oversee staff package administration and submissions.
• Accurately process all transaction types 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 collection percentage targets 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.
• Model and lead loss prevention and health and safety best practices.
• Support the logistics team in clearing the order queue, meeting fulfillment targets, and reducing 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, flexing between logistics and operations functions as needed.
• Monitor 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.
• Help prepare for seasonal inventory and participate in seasonal inventory counts.
• Collaborate to achieve successful results in POS accuracy, logistics, and packaging standards audits, as well as shrink, on-time, fulfillment, and cancellation rates.

Qualifications

• At least 2 years of client-facing service desk experience 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.
• Retail experience in shipping, receiving, merchandising, order fulfillment, and inventory management is preferred.

Skills

Experience

At least 2 years in a client-facing service desk role; retail experience in shipping, receiving, merchandising, order fulfillment, and inventory management is preferred.

Compensation

The base compensation for this position is CAD 21.64 per hour.

Benefits

Opportunities to earn monthly and annual team bonuses; industry-leading discounts and special purchase opportunities; comprehensive flexible benefits package; pension and Group RRSP programs; a coach to support personal career goals; a diverse and inclusive culture; and opportunities for internal growth and promotion supported by succession planning.

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.