Customer Experience Coordinator
Job Description
The Customer Experience Coordinator plays a key role in delivering seamless service and operational excellence across all customer touchpoints. This role is responsible for handling all product-related inquiries, including technical questions, as well as coordinating special orders and samples, and supporting trade show planning efforts. This role also contributes to maintaining accurate internal documentation and marketing content. In addition, the coordinator ensures compliance with applicable regulatory requirements, supports employee product training initiatives, and actively participates in continuous improvement efforts to optimize customer service operations.
Responsibilities:
- Deliver high-quality customer service by responding promptly and accurately to all inquiries, ensuring a positive customer experience.
- Manage and resolve product-related inquiries, including technical product inquiries, troubleshooting issues, and providing appropriate solutions.
- Collaborate with overseas teams to coordinate special orders, product customizations, and corrective actions when required.
- Oversee the distribution of product samples and manage custom product requests to support customer needs and sales initiatives.
- Assist with the preparation and coordination of large bids, quotes, and tender submissions.
- Support onboarding and training, fostering strong product knowledge and brand understanding.
- Maintain and update internal content, including intranet resources, product documentation, manuals, and marketing materials.
- Coordinate trade show logistics, including booth setup, staffing schedules, promotional materials, and shipping arrangements.
- Prepare, analyze, and distribute monthly sales reports and operational metrics to support business decision-making.
- Ensure compliance by managing Safety Data Sheets (SDS), supporting Health Canada submissions, and contributing to marketing and catalog content review processes.
Qualifications:
- Post-secondary education in Customer Service, Business, Marketing, or a related field
- 3-5 years of experience in customer service, customer experience, or a similar role.
- Strong ability to manage complex customer issues, delivering practical, solution-focused results; experience with industrial distribution products is considered an asset or strong technical aptitude.
- Strong relationship-building skills and ability to work effectively across teams.
- Clear and confident communication skills, both written and verbal.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- High attention to detail, with the ability to identify problems and take action independently.
- Proven experience improving processes and driving efficiency.
- Proactive approach to identifying risks and resolving issues early.
- Solid analytical skills, with the ability to interpret data and share key insights.
- Strong proficiency in Microsoft Office, including Excel (formulas, charts, pivot tables) and PowerPoint.
- Bilingual (French and English*), spoken and written. (*) This qualification is required as you will be interacting with partners, vendors, internal/external clients and/or staff across Canada on a regular basis.
We are an equal opportunity employer. While we appreciate all expressed interest in joining our team, only candidates selected for interviews will be contacted.
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