Job Purpose The Customer Service Coordinator is a key point of contact for customers and a vital connector between our Sales, Technical, Operations, and Finance teams. This role drives efficient service delivery and a consistently excellent customer experience — from the first inquiry through to order fulfillment and follow-up. By maintaining rigorous data integrity, coordinating seamlessly across departments, and championing continuous improvement, this role directly contributes to our reputation for responsive, solution-focused service.

Duties &

- Responsibilities

Customer Experience &

- Communication Serve as the frontline point of contact for customer inquiries — by phone and email — responding promptly, professionally, and with a genuine commitment to resolution.

Assess incoming service calls for priority, routing them to the appropriate technician with full context to minimize customer wait time.

Follow up proactively with customers to close information gaps, confirm order status, and ensure expectations are met throughout the service cycle.

Represent the company’s values in every customer interaction: responsive, solution-focused, and accountable. Quoting &

- Order Management Prepare accurate, timely customer quotes using information provided by technicians and internal teams.

Issue and manage quotes through Microsoft Dynamics, ensuring full documentation and appropriate follow-up.

Validate item numbers, pricing, and product details to maintain quote and order accuracy.

Create and process customer orders in compliance with internal procedures, escalating exceptions as needed. CRM &

- Data Integrity Open, manage, and close service cases in the CRM system,



ensuring all customer, asset, and interaction data is recorded accurately and completely.

Maintain and update customer, order, and service records to ensure the integrity of information across systems.

Support data quality initiatives by identifying gaps, inconsistencies, or process gaps in how data is captured or managed. Cross-Functional Collaboration Work closely with Sales, Operations, Technicians, and Finance to support timely order fulfillment and swift issue resolution.

Participate in team huddles or service reviews, contributing customer feedback and flagging recurring operational issues.

Support onboarding of new customers by ensuring clean data setup and a smooth initial service experience.

Continuous Improvement

Identify opportunities to streamline workflows, reduce rework, and improve the overall customer journey.

Monitor service case trends and escalate patterns to leadership with suggested corrective actions.

Contribute to team process documentation and knowledge sharing to support consistency and scalability.

Perform other related administrative duties as required. Qualifications

Required Previous experience in a customer service, order processing, or administrative support role.

Strong computer skills, including proficiency with Microsoft Office and business management systems.





Excellent written and verbal communication skills in both English and French (English fluency required; approximately 80% of responsibilities involve regular communication with stakeholders in the United States and Europe).

Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.

Strong customer service orientation with a professional, solution-focused approach.

Ability to work independently while collaborating effectively within a team environment.

Strong time management and follow-up skills to ensure deadlines and service standards are met. Assets (Nice to Have) Experience working in a technical, service, or operations-driven environment.

Familiarity with CRM platforms and order management systems;

experience with Microsoft Dynamics is a strong asset.

Exposure to continuous improvement methodologies (e.g., Lean, Kaizen) or process documentation practices.

What we offer A collaborative, approachable team where your work has a direct impact Clear opportunities for growth as the company continues to evolve A flexible hybrid work model that supports work-life balance Company-funded professional development and education reimbursement Free on-site gym and parking Comprehensive benefits (Health &

- Dental, Telemedicine, EAP, RRSP matching, and more) A personalized onboarding experience with a dedicated buddy to support you! Proficiency in English is required for this role as approximately 80% of the responsibilities involve regular communication with stakeholders based in the United States and Europe.

📌 Customer Service Coordinator (Pointe-Claire)
🏢 Vortex International
📍 Pointe-Claire