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Customer Support Coordinator
3 months ago
The Customer Support Coordinator (CSC) is responsible for providing and achieving outstanding customer service and total satisfaction to existing and prospective customers while building positive customer relationships to help enable development of new business opportunities.
The CSC is the foundation for customer support providing a source for initial contact for customers.The CSC is responsible for customer order and quote management to include contract review, price analysis, delivery performance, and general reporting.
This position at times may need to source and purchase product from internal and 3rd party suppliers.
The CSC works with Logistic and Manufacturing facilities as well as supports Sales Engineers(SE), Application Engineers(AE), Customers Support Account Leads (CSAL), and Management to achieve their goals and KPIs.
As a result of the large team, they often have multiple tasks competing for their time requiring excellent organizational and communication skills.
In some situations, the CSA may handle accounts within a team or solo. As a result, they may be required to perform additional duties as needed to support accounts.The ideal candidate should be local to Montreal and will be needed onsite. They must be fluent in both French and English.
The CSC can have a variety of tasks and responsibilities that may include but are not limited to:
Customer Management:
- Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
- Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
- Interface with internal teams and external customers to proactively resolve customer complaints
- May be required to source and purchase product from internal and 3rd party sources to fulfil customer requirements
Communication:
- Understand and communicate changes to customer demand and requests as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer's KPIs
- Resolve delivery schedule problems and negotiate delivery schedule changes
Hub Operations:
- Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by identifying potential improvements to the internal work processes
- Provide proactive communication, analysis, and problem solving to team members
Administrative:
- Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
Education & Experience:
- Minimum 1 yr. Customer Service experience required
- Able to fluently speak both French and English
- Associate degree strongly preferred
- Bachelor's degree a plus
- Knowledge of basic business sales and marketing practices preferred
- Experience in the Aerospace, Sealing, or Polymer industry is beneficial
- Familiarity with AS9100 quality requirements is beneficial
- Familiarity with order management is beneficial
