Job Description: Customer Care & Office Administration Coordinator

1. Position Overview

The Customer Care & Office Administration Coordinator is responsible for providing front-line customer service, processing customer orders and invoices, maintaining customer account records, managing daily financial document scanning, updating routine fleet information, and supporting general office administration.

This role requires strong communication, organizational, and data-entry skills, along with a high level of accuracy, professionalism, and attention to detail. The successful candidate will work closely with the Customer Care & Administrative Coordinator and Customer Care & E-Commerce Coordinator to ensure efficient daily operations and consistent customer service.

2. Skills & Qualifications

- Bilingual in English and French, with solid spoken and written communication skills.
- Excellent telephone, email, text-message, and customer service skills.
- Friendly, professional, and responsive communication style.
- Strong organizational, multitasking, and time-management abilities.
- High level of accuracy and attention to detail.
- Ability to manage a high volume of incoming communications efficiently.
- Proficiency in data entry, document processing, and electronic filing.
- Dependable, punctual, and capable of working independently and collaboratively.
- Willingness and ability to learn company software, scanners, and other office technologies.
- Ability to handle confidential customer, account, financial, and business information appropriately.

3. Core Responsibilities.

- Front-Line Customer Service & Communications
- Serve as the primary point of contact for incoming customer calls, emails, text messages, and in-person inquiries.
- Monitor incoming communications throughout the day and ensure timely responses or appropriate routing to the relevant team member.
- Assist customers with inquiries related to orders, products, deliveries, invoices, and accounts.
- Follow up with customers when information is missing or additional action is required.
- Assist walk-in customers and customers collecting orders.
- Escalate pricing, credit, complaints, and specialized account matters to the appropriate coordinator or manager.
- Maintain a courteous, professional, and customer-focused service experience.

B. Order Processing & Invoicing

- Receive, review, and process customer orders accurately and efficiently.
- Enter customer orders into MiTrace.
- Verify customer details, product codes, pricing, quantities, and other relevant order information before completing transactions.
- Prepare and process routine customer invoices.
- Prepare credit documentation and supporting records when authorized.
- Communicate order changes, product shortages, and relevant delivery updates to customers.
- Coordinate with Sales, Warehouse, Purchasing, Delivery, and other Customer Care team members to resolve order-related matters.

C. Customer Account & Product Code Administration

- Initiate new customer account openings and collect the required account information.




- Forward account documentation for administrative and credit review to the Customer Care & Administrative Coordinator.
- Coordinate digital-platform setup requests with the Customer Care & E-Commerce Coordinator.
- Initiate new product code requests and ensure the required product details are provided.
- Process, organize, and maintain credit applications and supporting documentation.
- Enter new customer information into the appropriate company systems.
- Verify that account-opening documents are complete and forward credit or approval requests to the appropriate coordinator or management.
- Update routine customer contact information and maintain accurate, organized account records.

D. Daily Accounts Receivable & Accounts Payable Document Management

- Scan and electronically file accounts receivable (AR) documentation daily.
- Scan and electronically file accounts payable (AP) documentation daily.
- Process and organize customer payment records, invoices, credit documents, supplier invoices, receipts, and related supporting documentation.
- Ensure scanned documents are legible, appropriately named, and saved in the correct electronic locations.
- Forward documents requiring review, approval, payment, or follow-up to the appropriate employee.
- Maintain organized paper and electronic filing systems and assist with document retrieval when required.

E. Fuel, Truck & Routine Fleet Information

- Enter and maintain routine gasoline and diesel fuel information.
- Record and update truck mileage, fuel consumption, and distance information as assigned.
- Maintain CloudHawk information and related routine fleet documentation.
- Organize fuel receipts, mileage records, and truck-related documentation.
- Identify and report missing, incomplete, or inconsistent information to the Customer Care & Administrative Coordinator.
- Provide routine fleet information and supporting documentation required for IFTA, ELD, and other fleet reporting.
- Refer compliance-related questions and final reporting responsibilities to the Customer Care & Administrative Coordinator.

F. Office Administration & Daily Office Readiness

- Monitor daily office, kitchen, paper, printer, and cleaning-supply requirements and communicate replenishment needs to the appropriate team member.
- Maintain the availability of everyday office essentials, including printer paper, labels, and other administrative supplies.
- Handle incoming mail, courier packages, and general office documentation.
- Maintain company contact lists and assigned administrative records.
- Assist with office opening and closing procedures as required.
- Help maintain a clean, organized, professional, and functional office setting.
- Report maintenance concerns, equipment malfunctions, supply shortages,



and operational issues to management.
- Provide general administrative support to facilitate efficient daily office operations.

Note: The Customer Care & E-Commerce Coordinator is responsible for coordinating the monthly office supply review and order.

G. Team Collaboration & Cross-Training

- Work collaboratively with the Customer Care & Administrative Coordinator and Customer Care & E-Commerce Coordinator.
- Participate in cross-training to ensure effective coverage during breaks, absences, vacations, and periods of high workload.
- Assist with e-commerce and administrative tasks when appropriately trained and when front-line customer service responsibilities permit.
- Support team members in maintaining continuity of customer service and daily office operations.

4. Systems & Equipment

The position requires the use of the following systems, software, and equipment:

- MiTrace
- Master Accountant
- Microsoft Office, including Excel, Outlook, and Word
- CloudHawk
- Company email system
- Company telephone and text-message systems
- Credit card terminal
- Scanner, printer, copier, and other general office equipment

The successful candidate must be willing to learn and follow established procedures for all applicable systems and equipment.

5. Role Expectations

The Customer Care & Office Administration Coordinator is expected to:

- Maintain accuracy and consistency in customer orders, account records, invoices, and administrative documentation.
- Respond to customer inquiries promptly and professionally.
- Protect confidential business, customer, financial, and account information.
- Follow established company procedures and approval requirements.
- Identify discrepancies, missing information, and operational concerns and communicate them to the appropriate team member.
- Prioritize tasks effectively while maintaining service standards and meeting daily deadlines.
- Contribute to a collaborative work environment and support the efficient operation of the office.

6. Scope of Responsibility

This position is responsible for routine customer care, order processing, document management, data entry, and general administrative support within the assigned scope of duties.

Credit decisions, exceptional pricing approvals, specialized account issues, and final fleet compliance reporting remain the responsibility of the designated coordinator or management. Tasks requiring specific authorization must be completed only in accordance with established company procedures and approval requirements.

Job Types: Permanent, Full-time

Pay: $21.00-$24.00 per hour

Benefits:

- On-site parking

Ability to commute/relocate:

- Saint-Laurent, QC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you comfortable handling a high volume of incoming communications?

Education:

- Bachelor's Degree (preferred)

Experience:

- Microsoft Office: 3 years (required)
- Data entry: 3 years (preferred)
- Front desk: 3 years (required)
- Administrative: 3 years (required)

Language:

- French (required)

Work Location: In person

📌 Office Coordinator (Saint-Laurent)
🏢 Infinite Outsourcing Solutions
📍 Saint-Laurent